The Sales Process

The Steps to the Sales Process

1. Pre-Approach2. Approach3. Determine Needs4. Presenting the Product5. Handling Questions and Objections6. Closing the Sale7. Suggestive Selling8. Reassuring and Follow-up

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.

– You’re a home improvement business and you drive around the neighborhood to observe which houses require home repairs.

3 Types of Customers

Undecided Just Looking

Decided

What is prospecting?

• Finding potential customers

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

Terms to Know

• Referrals– Potential customer

names given by previous customers

• Cold Canvas– Randomly searching for

customers.• Drive by• Telemarketing

2nd Step – The Approach• The 1st communication between salesperson and customer

Two of the Four Types of Approaches

• 1) ServiceHOW can I help you?

• 2) GreetingHi welcome to Wal-Mart

Two of the Four Types of Approaches

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

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

Which Approaches ? SERVICE APPROACH DECIDED CUSTOMER• The decided customer doesn’t 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.

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

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.