Steps to the Selling Process

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Steps to the Selling Process
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Steps of Selling (Anything)

• Inside sales has a different set of steps. This
  is because of the dynamics differentiating the
  two types of sales.

• With most inside sales (w/ store fronts or
  offices), the customer has already recognized a
  need and chosen to at least explore what you have
  to offer.

• Outside sales requires more relationship
  building at least until this stable relationship
  is established

• The steps to outside sales must be more
  delineated and detailed.
• However, these steps are certainly assumed, to
  some extent, within each type of sales process.

• These steps should be put in a safe place for
  quick and easy review.

• These steps will work in any selling situation
• Job Interviews
• Solicitation for support
• Non-Profit Profit
• Seeking Volunteers
• Etc.

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Inside Sales

• 1. Floor Coverage

2. Greeting
3. Presentation
4. Related Selling
5. Close
6. Suggested Selling
7. XCX
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Outside Sales

• 1. Prospecting

2. Pre-approach
3. Approach
4. Interview
5. Prepare Presentation
6. Deliver Presentation
7. Trial Close
8. Deal with Concerns
9. Trial Close
10. Close
11. Deliver, XCX
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Customer Service

• There are three elements to providing and/or
  improving customer service. They are

Be PREPARED
Be COURTEOUS
Be CONCERNED
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Customer Service (cont.)

• To be PREPARED, you must.

Have the Tools of the trade
Know your Merchandise
Be Well Informed
Offer Alternatives (Problem Solve)
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Customer Service (cont.)

• To be COURTEOUS, you must.

Smile naturally
Recognize Customers
Be Attentive
Be Genuinely Enthusiastic
Thank the Customer Sincerely
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Customer Service (cont.)

• To be CONCERNED, you must.

Ask Questions
Listen Actively
Make an Extra Effort
Respond Quickly to Customers Needs
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6 Fatal Faults of Customer Service
Indifference
Condescending
Mechanical (not personal)
Inflexible
Uninformed
Too Comfortable
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Dealing w/ DisappointedCustomers
No matter how good you are at providing customer
service and all the related aspects of the
transaction, you WILL have disappointed
customers. You MUST learn how to deal with these
customers effectively with the right
attitude. Take it on as a personal challenge to
WIN this customer over for a lifelong
relationship.
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2 Steps to Dealing w/Disappointed Customers
Deal with the customers FEELINGS, FIRST
Then, deal with the customers PROBLEM, SECOND
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Dealing w/Customers Feelings
In order to effectively deal with a customers
feelings, YOU MUST
Take a PULSE CHECK on yourself
Empathize
Ask Questions
Give Feedback
Summarize
Show Concern, Understanding Hope
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Dealing w/Customers Problem
In order to effectively deal with a customers
problem, YOU MUST
Find out what the customer really wants
Balance these wants with what is realistic
Suggest Alternatives
Share Information
Agree on a Solution
Follow Through Check Up