The Sales Process
8 Steps in the selling process
1. _________________________
2. Approach the customer
3. _________________________
4. Presenting the product
5. Overcoming objections
6. _________________________
7. Suggestion selling
8. After the sale activities
Step One: Product Analysis
Knowledge of products and services offered by the company
 Features
 ______________
 Warranties
Determine ________ uses the product and for what purpose (_____________________)
Product Analysis Questions
1. How will the product satisfy the customer’s needs and wants?
2. How much should the product cost?
3. Where should the product be purchased?
4. How should the product be used, cared for, or maintained?
Sources of Product Information
 _______________________ –personal use of the product or service
 Printed Materials – brochures or manuals that explain product use
 _______________________ – learning through word of mouth from family, friends
or other employees
 Formal Training – training provided by ___________________
Step Two: Approaching the Customer
Initial approach: __________ _____________ between sales person and customer
Sets the __________ or _________________ for the other steps of the sale
Customers that are turned off at this stage will be ________________________________ later on
Three Purposes of Approaching the Customer
1. The begin a ________________ -be alert to customers’ interests
 Business to Business – could conduct market research before meeting
 Retail Selling – ____________ the customer before you approach
2. Establish a ________________ with the customer – treat the customer as an individual
 Don’t _____________ because of age, sex, race, religion, or appearance
 Be _____________, courteous, sincere and _____________
3. Focus on the product – share basic ____________ ________________
Approach – Business to Business
 Pre-approach – ______________ for the face to face encounter with clients
 Salesperson sets up ____________ or stops by unannounced (____________)
 Initial approach depends on prior dealings with the customer
Tips:
1. ________________________________
2. Use the customer’s name
3. Provide a _____________________
Approach: Retail Selling
If customers are in a hurry approach quickly and with a sense of urgency
 Be ready to help them find exactly what they are looking for
If customers are undecided encourage them to _______________, take their time and
__________________
 Keep an eye on them to ensure they are never looking around for someone to help them
The Three Methods of Approach in Retail
_____________ Approach - asking if the customer needs assistance
 NO close ended questions – do not have a ____________ answer
 “How May I help you?”
 “What exactly are you looking for today?”
 “Who are you shopping for?”
 Close ended questions causes the salesperson to lose control of the sale
Greeting Approach – sales person simply welcomes the customer into the store
 Lets customer know the sales person is nearby for ____________________________
 “Good Morning”
 “Welcome to ________”
 Salesperson should always ___________, be friendly and appear sincere when
_______________ the customer
_______________ Approach – the salesperson makes a comment or asks a question about a
____________ the customer shows interest in
 Start talking to the customer without asking if they _________________________
 This method can only be used if a customer stops to look at a __________________
 Use ____________________selling techniques to keep customers interested
Step Three: Determining Needs
Uncovering the customer’s ________________ or ________________ to buy
 __________________ about the customer’s buying motives to make sure you
are suggesting the right products
 Salesperson should begin to determine the needs of the customer
_______________ after the approach
Three Methods to Determine Customer Needs
 _________________ – using nonverbal communication to determine the customer’s
mood and interest
 Facial expressions
 ___________________
 ___________________
 How long they linger at a product
 Listening – paying attention to what the customer tells you and using the information to
determine what products will fit their needs
 Questioning – Ask ____________ ___________ about the intended use of the
product and any previous experience with it
 Build your questions around _____________________________________