Customer Service
What are the three types of approach?
What is the biggest reason customers object to a purchase?
Price.
This close encourages a customer to make a decision between two items.
What method of closing the sale is this?
Which Close.
This type of decision making is used for products that are purchased frequently?
A. Limited
B. Routine
C. Extensive
An excuse.
A sales person's job duties are ___ percent personal selling and ___ percent sales supporting activities.
50/50
This method involves a previous customer who can give a testimonial about the product.
What method of overcoming objections is this?
Third-party method
This close is when you explain services that overcome obstacles such as gift-wrapping, delivery, extras.
What method of closing the sale is this?
Service Close.
Offering related merchandise to increase sales.
Which step is this?
Step 6: Suggestion Selling
Decision making for expensive items that takes more time to compare many options.
A. Routine
B. Limited
C. Extensive
C. Extensive
Eye contact, head nod, paraphrasing, or following directions.
This method acknowledges the objection as valid, but offsets it with other features and benefits.
What method of overcoming objections is this?
Superior Point Method
This close is asking for the sale “How would you like to pay?”
What method of closing the sale is this?
Direct Close.
Obtaining a positive agreement from the customer to buy.
Which step is this?
Step 5: Closing The Sale
This method is recommending a different product that would still satisfy the customer needs
What method of overcoming objections is this?
Substitution Method.
What is the link between a business and a customer?
The salesperson.
This method brings the objection back to the customer as a selling point
What method of overcoming objections is this?
Boomerang Method
This close an initial effort to close the sale using an non-threatening question.
What method of closing the sale is this?
Trial Close.
What is suggestion selling?
Encouraging a customer to purchase an additional item that will complement the item they are already buying and increase sales for the store. This helps customers have a more satisfying buying experience.
What is the difference between an open ended and close ended question?
Open ended question - meant to start a conversation. Cannot be answered with a yes or a no.
Close ended question - can only be answered with a yes or a no.
What are the 7 steps of selling in order?
1. Approach
2. Determining Needs
3. Presenting the Product
4. Overcoming Objections
5. Closing the Sale
6. Suggestion Selling
7. Follow Up/Relationship Build
This method is when the customer’s objection is based on misinformation and you must provide proof with accurate information.
What method over overcoming objections is this?
Denial Method.
This close type is when a product is in short supply or the price will be going up.
What method of closing the sale is this?
Standing Room Only Close.
What are the steps you should follow when determining needs?
1. Listen for clues
2. Observe non-verbal behavior
3. Ask questions
When is the best time to suggestion sell?
After closing the sale.