Bell Work Vocab Quiz
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Transcript of Bell Work Vocab Quiz
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Bell Work Vocab Quiz
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2.09: Sales ProcessWays to increase the likelihood of making a Sale
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Two Handouts
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Agenda• Grade Economics Quiz
• Sales Process Packet• Steps 1 -4 Should be completed
• Formal Assessment Grade• Role playing steps 1 – 7
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Sales Process Packet• Sources of Product Information
• Approaching the customer• Greeting• Service• Merchandise
• Determine Customer Needs• Observe• Listen• Questioning & Engaging
• Feature & Benefit Chart
• Objections• Need, Product, Source, Price, & Time• Substitution, Boomerang, Question, Superior-
Point, Denial, Demonstration, & Third Party
• Close• Which, Standing Room Only, Direct, Service
• Suggestion Selling• Cross, Up, & Special Sales Opportunities
• Build CRM• Follow-up, Customer Service, Client File, Evaluate
Sales Effort
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Selling• Selling is the process of matching a customer needs and wants to the
features and benefits of a product or service. • The salesperson is the individual who gathers information about the customer • Advises the customer about which products best suit their needs.
• Sales process is broken down into four parts• Preparing for the sale
• Initiating the sale
• Presenting the product
• Closing the sale
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Preapproach, Prospecting &
Product Information
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Preparing for the Sale• Preapproach is getting ready for the face-to-face encounter in a
selling situation.• Everything you do to prepare yourself to sell a product
• Approach is the actual face-to-face meeting.
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Preapproach• Industry Trends
• Read articles, attend workshops, stay current
• Researching potential customers
• Becoming familiar with company policies and procedures
• EMPLOYER LEADS:• Your employer gives you ideas on who to
contact• Telemarketing & Trade Shows
• TELEPHONE DIRECTORIES:• White and Yellow Pages
• TRADE & PROFESSIONAL DIRECTORIES:• Thomas Register of American Manufacturers
• NEWSPAPERS• Birth announcements, Engagements
• COMMERCIAL LISTS• Lists purchased for potential customers• Usually breaks down your customers
according to demographics
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Preapproach Methods• CUSTOMERS REFERRALS:
• Satisfied Customers• Ask for names from customers –
Endless Chain method
• COLD CANVASSING• Random and without appointment
• Telephone random numbers• Door-to-door business contacts
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Step One:
• Take 5 minutes to complete 2.08• Be clear about your
answer
• http://www.online-stopwatch.com/
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Steps of a Sale1. Approaching the customer2. Determining needs3. Presenting the product4. Overcoming objections5. Closing the sale6. Suggestion selling7. Relationship building
• Selling is a process• http://
www.youtube.com/watch?v=bH4zIyGi6mk&NR=1n
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Sales Approach• A salesperson can make or break a sale in the first few minutes with a
customer
• Initial approach is critical• First face-to-face contact you have with the customer• Customer passes judgment • Will set the tone for the entire sales process• Need to be sincere and enthusiastic • Display good eye contact• Approach needs to be timed wisely
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Purposes of the Approach• To begin conversation
• To establish a relationship with the customer
• Focus on the merchandise
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The Approach in Retail Selling• If customer is in a hurry, approach them quickly.
• If customer is undecided, let them look around.
• Encourage customers to ask questions.
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3 (4) Sales Approaches
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Sales Approach #1: Service Approach1. Service Approach:
– The salesperson will ask the customer if they need assistance• “May I help you with something?”• “How may I help you?”
• Salesperson should ask an open ended question that encourages the customer to tell you what they want.
– Used when customer is in a hurry or if you are an order taker for a routine purchase
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Sales Approach #2: Greeting Approach2. Greeting Approach:
• Simply welcome a customer to the store
• Can be formal or informal• “Good Morning”• “Good Afternoon”
• If you know the customers name, use it
• Establishes a positive atmosphere and opens the lines of communication.
• Be Upbeat & Friendly
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Store Greeters• Greeting the Customer
• Walmart• Edward: http://www.youtube.com/watch?v=34ghKM42Cg0 • Military: http://www.youtube.com/watch?v=P80ds67zw1I
• Meijer • http://youtu.be/rgCWyRYZZAY
• What two things should do when greeting a customer:• http://www.youtube.com/watch?v=RHkz_Cf4KL0
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Sales Approach #3: Merchandise Approach3. Merchandise Approach
• The salesperson makes a comment or asks a question about a product in which the customer is interested.
• Can only be used when a customer is stopped and looking at a specific product• Ex: “Is that the size you need?”• Ex: “Are you interested in a specific color?” • Ex: “That video game is rated E.”
• Often leads to you explaining features and benefits of a product
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Sales Approach #4: Combination Approach4. Combination Approach:
Combination Approach will combine at least two of the other sales approaches
• “Welcome to Hollister, we have a sale on all jeans today.”
• “That shirt enhances your eyes, would you like to try it on?”
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A salesperson’s focus should be to determine the CUSTOMER’S NEEDS as EARLY in the sales process as possible
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Types of Customers• There are three types of customers
1. Decided• Customer knows what they want to buy• Can be identified by the way they walk, expression in their eyes / face, & tone of voice
2. Undecided– Customer doesn’t know what they want to buy– Salesperson helps them make up their mind
3. Just-looking– Most difficult customer to sell to– Can be decided or undecided but don’t want salesperson assistance
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Which Approach….
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Types of Approaches cont…
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Step 2: Determine Customer Needs
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Buying Motives• Emotional: Buying based on feelings
• Rational: Buying based on logic or reasoning
• Patronage: A preference for a store or brand• Appearance of store• Proximity of store• Preference of brand; loyal customer
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Open Ended Questions & Feature – Benefit Chart
• Questions that require a constructed response from customer
• Should not forced or able to choose between options• Yes / No• Blue / Red / Green• If they can respond in one word
you’ve FAILED!
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Kid Salesman• Ticket out the door:• What type of greeting did he use?• What method was used to determine customer needs?• What closing technique best describes the kid salesman’s approach to closing
the sale?
• http://www.youtube.com/watch?v=hxCHEJSHOBE
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Sales Project• Pick groups v. Teacher picks
group• 3-4 students per group
• Written Component
• Video &/or Role Play
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Sales Process Packet• Sources of Product Information
• Approaching the customer• Greeting• Service• Merchandise
• Determine Customer Needs• Observe• Listen• Questioning & Engaging
• Feature & Benefit Chart
• Objections• Need, Product, Source, Price, & Time• Substitution, Boomerang, Question, Superior-
Point, Denial, Demonstration, & Third Party
• Close• Which, Standing Room Only, Direct, Service
• Suggestion Selling• Cross, Up, & Special Sales Opportunities
• Build CRM• Follow-up, Customer Service, Client File, Evaluate
Sales Effort
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Which Approach….
GreetingMerchandiseMerchandise
MerchandiseMerchandiseMerchandise
Greeting
Greeting