The Sales Process

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The Sales Process

• Ms. LeDee

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The Steps to the Sales Process

• Pre-Approach
• Approach
• Determine Needs
• Presenting the Product
• Handling Questions and Objections
• Closing the Sale
• Suggestive Selling
• Reassuring and Follow-up

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Step 1 -The Pre Approach

• Observing and getting ready to sell
• A customer walks into your store and you observe
  what they are looking at before you greet them.
• Youre a home improvement business and you drive
  around the neighborhood to observe which houses
  require home repairs.

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3 Types of Customers
Undecided
Just Looking
Decided
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What is prospecting?

• Finding potential customers

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Examples of Prospecting

• Wedding Pictures
• Look in newspapers for wedding announcements
• Roof Repair
• Door to Door/Drive by/Telemarketing
• Golf Vacations
• Mailing list for Golf Digest
• Memberships to Courses

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Terms to Know

• Referrals
• Potential customer names given by previous
  customers

• Cold Canvas
• Randomly searching for customers.
• Drive by
• Telemarketing

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2nd Step The Approach

• The 1st communication between salesperson and
  customer

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Two of the Four Types of Approaches

• 1) Service
• HOW can I help you?

• 2) Greeting
• Hi welcome to Wal-Mart

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Two of the Four Types of Approaches

• 3) Merchandise
• I noticed you were looking at our latest in
  pottery.

• 4) Combination
• Hello, we have a special today buy 2 shirts get
  the 3rd one ½ off!

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Which Approaches ?

• SERVICE APPROACH
  DECIDED CUSTOMER
• The decided customer doesnt require your help.
  They know what they want and they are ready to
  buy.
• Timing You must move quickly.
• The decided customer will hold (take possession)
  of the product.
• The decided customer may be headed toward the
  check out.

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Which Approaches ?

• MERCHANDISE APPROACH
  UNDECIDED CUSTOMER
• The undecided customer will require your
  patience. They will have many questions, and will
  require product information.
• Never give this customer to many choices, they
  will have a hard time making a decision.
• Timing Allow them to look first then approach

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Which Approaches ?

• MERCHANDISE APPROACH
  JUST LOOKING CUSTOMER
• The just looking customer will require your
  patience. They like to be left alone.
• Timing Allow them to look Go slow.