The Selling Process Chapter 13 The Selling

The Selling Process Chapter 13

The Selling (Sales) Process • A step by step process a salesperson uses to help customers reach buying decisions & ensure satisfaction.

7 Steps of the Selling Process 1. Prepare to sell 2. Approach the customer & establishing relationships 3. Determine customer needs 4. Prescribe solutions & present the product 5. Overcome objections 6. Close the sale 7. Reaffirm buyer-seller relationships

1. Preparing to Sell • • Acquire product knowledge Identify features & benefits Generating sales leads Prepare a sales presentation

2. Approaching the Customer & Establishing Relationships • Put the customer at ease by setting the mood or atmosphere • Encourage customers to want to hear about the product • Gain customer confidence • Create favorable impressions

What your mother said is true. . .

You never get a second chance to make a first impression!

Methods for the initial approach: • Service Approach Method – Ask if assistance is needed. • “How may I help you? ” • Greeting Approach Method – Salesperson welcomes the customer & establishes a positive atmosphere. • “Good morning. ” • Merchandise Approach Method – Let the customer look around. When they show interest in a product, make a comment or asks a question.

3. Determining Customer Needs • • Ask customer questions Listen to their needs & wants Observe customer reactions Analyze customer reactions & comments

4. Prescribing Solutions & Presenting the Product • Offer solutions based on diagnosed customer needs • Show limited number to avoid confusion • Sell the benefits of the product • Present the product & demonstrate features that best satisfy customer needs • Concentrate on main item of interest to close the sale

5. Overcome Objections • Objection – A question or concern raised by customers after they have been shown a product. • Identify customer objections • Address specific concerns • Put the customer at ease by specifically answering their concerns

6. Close the Sale • Look for signals that the customer is ready to buy • Ask the customer for their business • Handle procedures to finalize the sale

7. Reaffirm Buyer-Seller Relationship • Help customers feel confident with their purchase • Follow up after time to assure customer satisfaction • Provide all contact info. for problems • Suggestion Selling – Often can suggest other products that compliment main purchase. (i. e. buy socks after the purchase of shoes)

Selling Acronym • • People (Prepare) Are (Approach) Nice (Needs) So (Solutions) Open (Objections) Closed (Close) Rooms (Relationships)