Appendix

Appendix 1; based on table in Pickton and Broderick,

2005, p.696

Stage 1. Prospecting and evaluating: The sales person builds the database of potential
customers/prospects.
Stage 2. Preparing. The sales person must prepare what he will say and any objections of
the customer before he approaches.
Stage 3. Approaching the customer: The sales person approaches the customer.
Stage 4. Making the presentation: A careful presentation is made, picking up any feedback
or objections the customer may have.
Stage 5. Overcoming objections: Any objections by the customer are handled. This is
highly inappropriate for key accounts/customers as one should hope that they
would know the relevant information and want to purchase the car.
Stage 6. Closing: This is when the sale is officially finished and the car has been
purchased.
Stage 7. Follow up: This is any after sale services the customer would like and building a
relationship with the customer in order for retentions and referrals.