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The first face-to-face contact with the customer
Greeting Approach Service Approach Product Approach
Salesperson simply welcomes the customer Example: “Good afternoon. sir.” .
Salesperson asks the customer if he or she needs assistance Example: “May I help you with something?” *Ineffective because it elicits a negative response .
. *Most effective initial approach in sales Salesperson makes a comment or asks questions about a product that the customer is looking at because it focuses attention on the product.
• • • • • • Be courteous and respectful Establish good eye contact Be enthusiastic Show a sincere interest in the customer Be friendly and genuine Give a Respect .
Observing Listening Questioning .
Observing-Look for buying motives that are communicated nonverbally .
Listening helps you pick up clues to the customer’s needs •Maintain good eye contact •Provide verbal and nonverbal feedback •Give your undivided attention •Listen with empathy and an open mind •Do not interrupt .
• Do ask clarifying questions to make sure you understand customers’ needs. • • Don’t ask questions that might embarrass customers or put them on the defensive.• What? Do ask open-ended questions to encourage customers to do the talking. . Don’t ask too many questions in a row.
Goal of the product presentation is to match the customer’s needs with appropriate product features and benefits. During the product presentation phase of the sale. you show the product and tell about it. .
presentations are done oral and visual presentations to support the statements done orally. . This is primarily the discussion of those product and/or service features. and benefits which the customers have indicated are important to them. advantages.
Keep the presentation simple Talk the prospect’s language Stress the application of the product or service to the prospect’s situation .
models • Involving .• Displaying and handling the product ◦ Creatively display the product • Demonstrating ◦ Builds customer confidence • Using sales aids the customer ◦ Samples.
They should be welcomed because they indicate that the prospect has some interest in the proposition. . Objections are encountered in practically every presentation. There are several techniques that should be used in responding to a buyer objection.
Listen-It is important that you listen actively. Do not assume that you know what the buyer is going to say. The buyer may confirm that you are correct in your understanding or provide additional information. Encourage the buyer to talk. This helps to get the objection out in the open. Clarify-Repeat and clarify the objection by asking for more information. Sometimes this step can uncover a misunderstanding that the buyer has about your product and/or services .
The specific response to the objection depends on the type of objection it is. . Remember that the buyer is not attacking you personally. Respond-It is important that you respond to the buyer’s concern. so you should not become defensive. Respect-Acknowledge that you understand and appreciate the concerns.
or other honest reasons a customer has for not making a purchase . doubts. hesitations. Objections Concerns.
product need Source Price Time .
Product Concerns about things such as construction. size Need objections occur when the customer has a conflict between wanting something but not truly needing it Need . quality.
Source Source objections generally occur due to negative past experiences with the firm or brand Most common with high-quality. expensive product Price .
Time Objections based on time reveal a hesitation to buy immediately. these objections are often excuses .
• • • Listen carefully Acknowledge the customer’s objections Answer the objections .
Any problems or concerns on the part of the buyer after the sale are addressed immediately. The salesperson demonstrates continued interest in the account and a desire to satisfy the buyer’s needs on an ongoing basis. The salesperson follows-up to ensure that the buyer received the right products in the right condition at the right time. Follow-up is essential to building a relationship between the seller and the buyer. .
• Close the sale when the customer is ready to buy Look for buying signals Use a trial close to test the readiness of the customer and your interpretation of a positive buying signal • • .
• If you think the customer is ready to make a buying decision. stop talking about the product. When a customer is having difficulty making a buying decision. Help a customer decide by summarizing the major features and benefits of a product • • . stop showing additional product.
Which close ◦ Encourages customers to make a decision between the provided options Standing-room-only close- ◦ Used when a product is in short or when the price may be going up .
Direct Close.A Method in which You ask for The Sale • Service Close.Explains services which overcome problems .
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