Selling
Done before the customer enters - includes learning product knowledge, straightening, pricing, cleaning, etc.
What is preapproach?
An example would be: "Hi, Welcome to Electronics Express."
What is greeting approach?
Questions that are ______________ require only a yes or no answer and are not recommended for determining customer needs.
What are close ended questions?
Show no more _____ products at one time. As choices are eliminated - remove those products.
What is 3?
These are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase?
Customer Objections
Facial expressions, hand movements and other __________ ________________ can indicate buying signals.
What is non verbal communication?
Which retail sales approach is being used in the following example? “Welcome to Sears, all our merchandise is 20% off today.”
What is merchandise?
Questions that require more than a yes or no answer
What are open ended questions?
Offer products that are solutions to.
What are customer needs?
An unjustified reason not to buy.
What is an excuse?
Which of the seven steps of selling involves the salesperson getting the customer’s agreement to buy?
What is closing the sale?
The approach being used at this car dealership, "Welcome to Cookeville Dodge, can I get you a cup of coffee?
What is service approach?
When you are determining customer needs, what type of words would you build your questions around regarding the product?
What are open ended questions?
What the customer gains from the product.
What are benefits?
Objections are a natural part of the selling process and can usually help you better determine __________ __________.
What are customer needs?
Which of the seven steps involves learning why the customer is reluctant to buy a product and results in the salesperson providing information to remove that uncertainty
What is Overcoming Objections?
Do not use "canned" presentations, taylor the presentation to the ___________ customer.
What is customer?
3 Steps in determining customer needs.
What are observing, listening, and questioning?
Name 4 examples of sales aids.
What are color swatches, feature-benefit chart, specification charts, photographs, drawings, fabric swatches, warranty info, customer testimonials, graphs, etc.
Document that lists common objections and possible responses to them.
What is a objection analysis sheet?
The 7 steps of the selling process.
What are:
Approach, Determine Needs, Present the Product, Overcome Objections, Close the Sale, Suggestion Selling and Build a Relationship
4 benefits of a good approach.
What is
Put the customer at ease, create the mood/atmosphere, gain customer confidence, create a favorable impression of the store/salesperson?
When you restate what the customer has said as a question to demonstrate understanding. Example "So I understand you want a 4 door vehicle."
What are clarifying questions?
6 steps in presenting the product.
What is
Display and handle the product, Show and Tell, Demonstrate, Involve the Customer, Make it come alive, use Sales Aids?
List 4 steps for handling objections.
What are
Listen carefully, Acknowledge the objection, restate the objection, answer the objection?