Understanding your customer first is the key to being a successful salesperson.
You are in business to make money. How do you make money? You sell something!! Nothing happens until something is SOLD!
All the money you will ever have in business is in someone else hands!
You are in business to make money. How do you make money? You sell something!! Nothing happens until something is SOLD!
All the money you will ever have in business is in someone else hands!
Why do people buy?
People are motivated to buy for five reasons:
1. Gain
To save money, time
2. Health
To keep emotionally and physically well
3. Fear and Safety
To protect family and things
4. Imitation
To be like someone else
5. Comfort and Convenience
Personal preference
People are motivated to buy for five reasons:
1. Gain
To save money, time
2. Health
To keep emotionally and physically well
3. Fear and Safety
To protect family and things
4. Imitation
To be like someone else
5. Comfort and Convenience
Personal preference
Six Customer Types
1. Friendly
These customers will talk....and talk a lot! Keep bringing this customer back to the sales demonstration.
2. Decided
They like to brag about their knowledge. They'll do the sales demo for you...if you let them.
3. Undecided
Help these customers make a wise buying decision.
4. Deliberate
This customer wants to know everything! Be prepared and know your product!
5. Silent
They talk, but you have better ask good open ended questions.
6. Impulsive
They just want the product without knowing much from you...just let them have it. Don't talk...ring up the sale quick!
1. Friendly
These customers will talk....and talk a lot! Keep bringing this customer back to the sales demonstration.
2. Decided
They like to brag about their knowledge. They'll do the sales demo for you...if you let them.
3. Undecided
Help these customers make a wise buying decision.
4. Deliberate
This customer wants to know everything! Be prepared and know your product!
5. Silent
They talk, but you have better ask good open ended questions.
6. Impulsive
They just want the product without knowing much from you...just let them have it. Don't talk...ring up the sale quick!
7 Steps of the Sale
1. Preapproach
Getting ready
2. Approach
Your first statement to the customer
a. Greeting/Welcome
b. Service
c. Merchandise
3. Determine Wants and Needs
a. Listen
b. Ask
c. Observe
4. Present
a. Sales Talk
Features TELL and Benefits SELL
b. Demonstration
5. Handle Objections
a. Yes, But
b. Demonstration
c. Testimonial
d. Direct Denial
6. Close
a. ABC: Always Be Closing
b. Buying Signals
c. Choice Close
d. Last Chance To Buy
e. Suggest Related Merchandise
f. Ask Them To Buy
7. Suggestion Sell
a. Related Merchandise
b. Quantity
c. Warranty
1. Preapproach
Getting ready
2. Approach
Your first statement to the customer
a. Greeting/Welcome
b. Service
c. Merchandise
3. Determine Wants and Needs
a. Listen
b. Ask
c. Observe
4. Present
a. Sales Talk
Features TELL and Benefits SELL
b. Demonstration
5. Handle Objections
a. Yes, But
b. Demonstration
c. Testimonial
d. Direct Denial
6. Close
a. ABC: Always Be Closing
b. Buying Signals
c. Choice Close
d. Last Chance To Buy
e. Suggest Related Merchandise
f. Ask Them To Buy
7. Suggestion Sell
a. Related Merchandise
b. Quantity
c. Warranty
Customer Service
is an integral part of our job and should not be seen as an extension of it. A company’s most vital asset is its customers. Without them, we would not and could not exist in business. When you satisfy our customers, they not only help us grow by continuing to do business with you, but recommend you to friends and associates.The practice of customer service should be as present on the show floor as it is in any other sales environment.
The customer experience is everything!