Post on 01-Jan-2016
transcript
Approach
The first encounter with a customer – The initial approach is critical. It should be positive,
create a favorable impression, and create interest in the product.
Service Approach
Considered the least effective approach method.
Should only be used when customer is obviously in a hurry or when selling a service.
“May I help you?”
Greeting Approach
Used to acknowledge customer’s presence and establish rapport
May include introduction of oneself Can be combined with service or merchandise
approach Ex. “Good morning! Is it still raining outside?”
Merchandise Approach
Includes comments or questions about the merchandise the customer is looking at or handling
Considered the most effective approach Ex. “The Atlanta Braves jersey will not shrink
when washed.”
Observe
The nonverbal communication of the customers and how they express themselves through body language
Listen to Customers
Maintain good eye-contact Provide verbal and non-verbal feedback Give customers undivided attention Listen with empathy and an open mind Do not interrupt
Question Customers
Well-chosen questions can help uncover needs and buying motives while putting customers at ease
Begin with general questions and then progress into specific questions
Ask open-ended questions and then explain the benefits
Ex. “How often do you bring your family to Paramount’s Carowinds each year?”
Product Presentations & Demonstration
Actively involve the customer Show the product to the customer and tell him
about its benefits (Called show and tell)– Never show more than three items at a time– When in doubt, show medium-priced items first
Make the Presentation Come Alive
Involve the customer by putting the product in the customers’ hand
Demonstrate how the product works Ex. When a customer is purchasing season
tickets, offer to show them where they will be sitting
Overcome Objections
An objection is a reason, concern, or hesitation a customer has for not making a purchase
Ex. “I really want both the sweatshirt and short sleeve shirt, but I can’t afford both.”
Common Objections
May be spoken or unspoken May be logical or psychological May relate to the need, product, price,
salesperson, source, store, or time May occur at any point in the sale Should be welcomed
Fun Sales Clips
http://funnysalescartoons.com/video/death-by-powerpoint-funny http://funnysalescartoons.com/video/funny-sales-interview-aw http://www.youtube.com/watch?v=vQj2_Zmq1-o&feature=
player_embedded http://www.youtube.com/watch?v=JZ9U4Cbb4wg&feature=
player_embedded http://www.youtube.com/watch?
v=VbQWO22pprk&feature=player_embedded http://www.youtube.com/watch?v=U-xFypjUqTM http://www.youtube.com/watch?v=SNWx7_tZRcI
To Handle Objections:
Listen Acknowledge Restate Answer the objection
http://www.youtube.com/watch?v=K_I75X9uCg8
Boomerang
The objection comes back to the customer as a selling point
Ex. If a customer states, “I can’t believe this concert ticket is so expensive.” The salesperson’s response might be,”I understand, but the view from those seats will be excellent.”
Question
The customer is questioned in an attempt to learn more about the objections raised
Ex. “Why don’t you want to buy running shoes, especially if you are starting to get more involved in 5k events?”
Superior Point
The salesperson acknowledges the objection as valid, but offsets them with other features and benefits
Ex. If a customer states, “I went to a Charlotte Checkers game last week and the tickets were $10 cheaper than the Hurricanes tickets.” The salesperson’s response might be, “Yes, that would be correct, but last year the Carolina Hurricanes were in the Stanley Cup Finals and the Checkers are not part of the National Hockey League.”
Denial
Provide proof and accurate information when answering objections
Best used when the customer has wrong information or when the objection is in the form of a question
Ex. If a customer states, “I really don’t want to pay a $150 joining fee in advance.” The salesperson’s response might be, “You don’t have to pay in advance, we can spread the joining fee over a six month period if you like.”
Third Party
Uses a previous customer or another neutral person who can give a testimonial about the product
Can be verbal or non-verbal (letter) Ex. “The Carolina Hurricanes have always
purchased their team equipment from us. As a matter of fact, let me show you a letter we just received from their equipment manager.”
http://www.youtube.com/watch?v=wkpQ159T_l8&feature=related
Closing the Sale
Obtaining a positive agreement from the customer to buy
Ex. “Would you like this gift wrapped?”
http://www.youtube.com/watch?v=6VoXMvNrQro
Customer Readiness in Closing
Buying signals– Facial expressions, body language, comments– Physical actions – nodding, reaching for wallet– Comments – “I really like it; it fits well.”– Questions – “Do you have another one for my son?”
Trial close– Used to get an indication of what needs to be done
to close the sale– Ex. “Would you like to wear the shoes home?”
General Rules for Closing the Sale
If the customer is ready to make a buying decision, stop talking about the product When a customer is having difficulty making a buying decision, stop showing additional
merchandise Summarize the major features and benefits of a product Do not rush a customer into making a buying decision
http://www.youtube.com/watch?v=X9AgqzoMCSA
General Rules for Closing the Sale continued . . .
Use words that indicate ownership like you and your
Use major objections that have been resolved to close the sale
Use effective product presentations to close the sale
Look for minor agreements from the customer on selling points that lead up to the close
http://www.youtube.com/watch?v=RHqNk8_rOHk&feature=related
Which Close
Remove unwanted items to bring the selection down to two
Review the benefits of each Ask the customer, “Which one do you prefer?”
Which one?
Standing-Room-Only Close
Used when a product is in short supply or when the price will be increasing in the near future
Ex. “If you purchase the signage at the RBC Center today, you will save your club over $2,000. Next month, there will be a 10% price increase.”
Direct Close
Salesperson asks for the sale Ex. “May I initiate the paperwork for your
sponsorship of our charity event?”
http://www.youtube.com/watch?v=BUIbCYXGz04
Service Close
Explains services that overcome obstacles or problems
Ex. “Now, let’s talk about when you would like the system installed.”
Suggestion Selling
Beneficial to the customer and the salesperson Customer receives the benefit of goods or
services that will compliment the initial purchase
Ex. “How about an ice-cold Diet Vanilla Coke to go with that hotdog?”
Suggestion Selling continued . . .
Enhances the original purchase Not intended to force unnecessary items onto
the customer Takes place after the customer commits to
make the original purchase, but before the sale is entered into the register
Suggestion Selling continued . . .
Three methods used:– Offering related merchandise– Recommending larger quantities– Calling attention to special sales opportunities
One for $3.50
Three for $10.00
Relationship Marketing
Involves strategies businesses use to stay close to their customers
Crucial to keeping customers as repeat customers
Ex. Mailing or e-mailing a bi-monthly newsletter to any customer of the stadium store
Benefit Selling
Informing customers of new benefits about a sports or entertainment product
Ex. Rather than purchase a gym membership that will expire in six months, a customer purchases a booklet of “admission tickets” that do not expire until they are redeemed.”
After-Sale Activities
Used to develop and nurture customer relationships and loyalty in developing an on-going dialog with customers in preparation for future sales
Ex. Taking payment or taking the order, departure activities such as reassuring the customer, following-up on commitments made, and evaluating selling skills
http://www.peaksalesrecruiting.com/greatest-sales-movies-of-all-time/