Show:
Step 1- Greeting & Transition
Step 2- Determining Wants and Needs
Step 3- Presentation
Step 4 & 5- Addons & Rehashing
4 Impulse Factors
100
Name the 2 parts to the Greeting process.
-Acknowledgment & Engagement -Greeting and Engagement
100
During this step it is important to ask __________ questions.
-Probing -Determining - Open Ended
100
The easiest way to explain items to customers is by using _______ _________ ________.
Features, Advantages, Benefits
100
When a customer brings forward additional questions or hesitations about your presented item. You need to know when to push the item, or shift to another one. This concept is called ________ ________.
Objection Handling.
100
Explain the Greed factor.
This is when we tell a customer that "Everybody has it" OR " It's the most popular" in order to get them to buy the item we are presenting.
200
During the Acknowledgement what should an associate try to avoid.
- The "Just Looking" answer - Asking "How are you"
200
Another way to determine the needs of your customer is to ________ ________.
Provide Options
200
Explain Features, Advantages, Benefits.
Feature, The facts about a product Advantage, The advantage to buying this item over another Benefits, The needs of the customer meets the feature of a toy.
200
It is important to use these 2 of the 8 steps when suggesting Add Ons
Take Control and Work Your Territory.
200
Explain the Urgency factor.
This is where we say "These sell like hot cakes" OR "If you wait there might not be any left" in order to get the customer to buy now.
300
While Engaging a customer the associates should use ___________.
- Rapport Building Techniques - Comment Question Comment - Ice Breakers
300
The goal of Step 2 is to dig deeper into the customers needs and determine not only "What" they want but "Why" as well. What is this called?
Need Behind the Need
300
What is The Rule of Three?
The concept of stating 3 things about the item and then stopping, looking at the customer, watching for positive body language and then moving on with 3 more things.
300
Explain how to properly Sell Until the Customer Says "No" Twice.
Selling Until the Customer Says "No" Twice is when you suggest an item expecting or assuming the will say "No" thus giving you the opportunity to rebuttal with additional information in order to effectively change the "No' to a "Yes"
300
Explain the PHYSICAL Fear Of Loss Factor.
Physical Fear of Loss is when we put something in someones hand and then take it away to induce a sense of ownership.
400
When transitioning into the second portion of the sale a common question can be utilized. What is this question?
-"Have you been to Stag Shop before?" OR "Have you been here before?"
400
Give and Example 2 Need Behind the Need questions.
1. 2.
400
Explain the idea of Selling Top Down.
Presenting or Merchandising the highest priced or highest quality items, so that customers see these as their first options.
400
What makes an Add On different from a Rehash?
An Add On is an item needed to complete the initial sale. A Rehash is an item that compliments the customers needs and starts a new sale.
400
Explain the VERBAL Fear of Loss Factor.
Verbal Fear of Loss is when we tell the customer things like "If you don't get Toy Cleaner, you could lose/compromise you toy"
500
You notice an associate Greeting too early and trying too hard with the engagement process. Maybe they sound like a broken record. How do you approach this example for training? Give 3 steps.
Step 1, Discussion of what you noticed. Step 2, Sales Training Manual, to provide a reference of where to find the information. Step 3, Roleplay once the associate has been refreshed on what they should be doing.
500
A customer comes in looking for lube that was "in a blue bottle" you are unsure which lube they are looking for. How do you use the Need Behind The Need to sell lube to this customer?
-Ask "What did you like about that lube?" -Ask "What did it do for you?"
500
When we are engaging the customers senses during the presentation portion of the sale, this is called.
Selling the Experience
500
An effective Rehash starts with the ________ Step of the sale.
Second
500
Explain VERBAL and PHYSICAL Indifference.
Verbal indifference is when we state "I really just want you to have a great experience" OR "I'm just here to educate you so that you can make the correct decision" Physical indifference is a relaxed stance, comfortable attitude. Basically an overall vibe that this is all natural, normal and you are not here to sell.