MERCHANDISE SALES MANUAL
Name _______________
Date _______________
PURPOSE:
The purpose of a merchandise sales manual is to provide students the opportunity to
research and organize information about a product or service so that they can better present it to the class
during a sales presentation.
DIRECTIONS: For the past couple of weeks you have been gathering information about a product offered
by your training station. During this project, you will be asked to use this information to develop a sales
presentation just as a professional salesperson might on the job. Complete each section of this manual as
directed.
Step - 1 Ladies and Gentlemen, Start Your Engines!
In space provided, identify your product as a shopping or specialty good. Explain why.
_____________________________________________________________________________________
_____________________________________________________________________________________
Step - 2 Where Do I Go From Here?
Identify the sources of information about your product available. Circle the ones that you actually used.
LITERATURE - ______________________________
______________________________
______________________________
______________________________
PEOPLE
- ______________________________
______________________________
______________________________
______________________________
TRAINING
- ______________________________
______________________________
______________________________
______________________________
Step - 3 What is it??
Identify ten features and benefits of your product. Consider the following:
Materials Used in Construction
Special Processes or Finishes
History of the Product/Company
Warrantee/Guarantee
Maintenance/Durability or Care
Customer Service
Color, Weight, Size or Capacity
Safety Features
EXAMPLE:
Methods Used in Construction
Unique Aspects
Availability/Price & Supply flux
Price/Savings From Use of Product
Competition/Product & Price
Payment Plans
Grade, Stamp, or Approvals
PRODUCT
'92 Vet
FEATURE
Alum. Block
FEATURES
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
_______________________________
BENEFIT
The alum. block is light
enabling the car to go
faster and save money on gas
BENEFITS
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
_________________________________
Step - 4 "Who Are You???"
(Quote: The Who sometime in the late '60s)
Describe the most likely customer/consumer for you product. This description comes in two parts,
demographic and motivational.
Demographics: Demographics are facts about your market - the people most likely to purchase
your product. These facts are used by marketing personnel to create promotional materials and decide on
which media to use. Using as many of the demographic characteristics listed below, describe the most
likely customer/consumers for your product
Age
Occupation
Geographic
Location
Sex
Social Status
Religious
Affiliation
Marital Status
Cultural Background
Education
Income
Ethnic Background
______________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Motivational: Buying motives ultimately determine who your prospective customer will be,
therefore it is important to know what want or need the customer/consumer wants satisfied when presenting
the merchandise. A good salesperson will question and listen early in a sales presentation to determine the
specific buying motive. In the space provided, identify five possible buying motives that a customer for
your product might have and explain how your product will satisfy their want or need.
MOTIVE
______________________
______________________
______________________
______________________
______________________
APPEAL
-
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
___________________________________________________
Step - 5 "Hi There!"
A good approach is essential to improving your chances of closing the sale - think back to the "Contact:
Creating Favorable First Impressions" unit. A good approach is not pushy or demanding; it is designed
simply to put the customer at ease and to focus them on the purpose of their visit.
In the space provided, write out two approach lines that you might use when greeting a prospective
customer. In each case, identify the approach used from the ones discussed in class.
APPROACH
GREETING
_______________________
- _______________________________________________
_______________________________________________
_______________________
- _______________________________________________
_______________________________________________
Step - 6 "Getting to Know You . . ."
Once you and the customer are at ease, its time to get to business. You should not simply present
everything about every product the store sells hoping to hit a nerve, nor should you sit back hoping the
customer will tell you what to show him/her; they may not know. Begin by asking some carefully chosen
questions and by being quiet and listening. Get the customer to talk about their problems or their wants and
needs. Most customers love to talk about themselves and hate to listen to salespeople, so give them what
they want - the opportunity to talk and be heard. Its something they may not get from anyone else.
List five questions that you could ask early in the sales process that will help you narrow down the
customer's wants and needs.
PROBING QUESTIONS
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Step - 7 "What You See Is What You Get"
Customers will generally not buy products without seeing them first. It is your job to present the
merchandise to the customer in a favorable light - why do you think they put that little green sprig on your
dinner plate at fancy restaurants, to eat!? It is also important to remember that how you treat and handle the
merchandise will communicate a lot more of what you think about the merchandise than what you say about
the product. These are all things to consider during the product demonstration phase of the sales process.
In class, we discussed eleven rules for successful product demonstrations. In the space provided, describe
how you will use at least five of these rules in your demonstration. Feel free to discuss other ideas on the
back of this page.
Rule # __ - ____________________________________________________________
____________________________________________________________
Rule # __ - ____________________________________________________________
____________________________________________________________
Rule # __ - ____________________________________________________________
____________________________________________________________
Rule # __ - ____________________________________________________________
____________________________________________________________
Rule # __ - ____________________________________________________________
____________________________________________________________
Step - 8 "What do you mean 'NO!'"
Can you handle rejection? How did you feel when your friends indicated that they didn't like your idea of
pineapple on your last pizza or when that young man/women turned you down when you asked for a date?
Most people feel at least slightly hurt when their suggestions are rejected. Successful salespeople have to
learn to live with rejection because it is so much a part of their job. They will not make the sale more often
than they will even when they really believe that the customer would benefit from making the purchase. A
good analogy is professional baseball players; if their batting average is an outstanding .333 it only means
they are getting a hit once every three times at bat. A salesperson "batting" .333 would be considered a
"star" player for the company.
In business, when a prospect indicates a concern or refuses to buy, they are voicing an objection. Good
salespeople plan for objections by preparing a response for every conceivable objection. Mentally, they
have these responses on file and they pull out the one that matches the customer's objection. Unfortunately,
customers can be creative in their objections forcing you to think quickly or they may not always tell you
what their concern really is all about.
In the space provided, indicate three reasons that a customer might not buy your product and prepare a
response to each using the methods for handling objections discussed in class.
OBJECTION
RESPONSE
METHOD
_______________________ - _______________________________ - ____________________
_______________________________
_______________________________
_______________________ - _______________________________ - ____________________
_______________________________
_______________________________
_______________________ - _______________________________ - ____________________
_______________________________
_______________________________
Step - 9 "Touchdown!"
If you have done everything right up to this point, you will occasionally have a customer who wants to buy
your product or service. They may still, however, hesitate. People work hard for their money; they're
attached to it; they can be down right stingy about their money. Even after they are convinced that they
need what you are offering; it will satisfy their most primary needs; it will solve all of life's problems, they
may still hesitate to shell out that cold, hard cash, write that check, take out that loan, or even hand over that
credit card. This is considered normal. Your job is to make their decision easier by recognizing their
buying signals and helping them to say "yes." Remember, they often want or need you to do this. (This
also occurs when one party is trying to get another to agree to a marriage.)
In the space provided, indicate two ways that you might help a customer make a buying decision and close
the sale.
METHOD
CLOSING LINE
__________________________ - __________________________________________________
__________________________________________________
__________________________ - __________________________________________________
__________________________________________________
Step - 10 "Now, If You Are Really Good . . . "
Congratulations! If you are a good salesperson and a little bit lucky, you have made a sale. This will pay
the rent and keep you, the wife, and the kids in "beanies and weenies" for another week. But if you are
really an exceptional salesperson, you can reach the next level by asking yourself, "what new problems has
this guy/gal created by making this purchase?" and then try to solve these new problems. For example, if I
buy a suit, I now need shirts and ties to match. If I buy a car, I need insurance. The list can go on and on.
The salesperson who can recognize these new problems and suggest items to solve these new problems,
communicate the need to the customer, and close the sale is truly the Joe Montana of sales. This process is
called "increasing the sale," and refers to the practice of increasing the dollar value of any single customer
transaction. It benefits the company, the salesperson, and the customer.
In the space provided, list three new problems that the customer might have if they buy your product and the
products or services you could offer to solve their problems.
PROBLEM
NEEDED PRODUCT OR SERVICE
________________________________ - ________________________________________________
________________________________ - ________________________________________________
Step - 11 Now, Lets Put It All Together!
If at all possible, bring your product or service to class and try to sell it to a customer with a want or need
for your product. If you can't bring it to class, we will just assume it to be there during your presentation.
During your presentation, you will be asked to:
1.) Approach a customer
2.) Determine the customer's wants and needs
3.) Present and demonstrate your product
4.) Overcome the customer's concerns about your product
5.) Close the sale
6.) Increase the dollar value of the sale by suggesting related items
BASIC BELIEFS OF RETAIL SELLING
A CUSTOMER IS NOTE A COLD STATISTIC BUT A FLESH-AND-BLOOD HUMAN
BEING WITH FEELINGS AND EMOTIONS LIKE OUR OWN
A CUSTOMER IS A PERSON WHO BRINGS US NEEDS AND WANTS
IT IS OUR JOB TO FILL THOSE NEEDS AND WANTS
A CUSTOMER DOES US A FAVOR WHEN CALLING ON US
WE ARE NOT DOING THEM A FAVOR BY WAITING ON THEM
A CUSTOMER IS NOT AN INTERRUPTION OF OUR WORK
BUT THE PURPOSE OF IT
A CUSTOMER DESERVES THE MOST COURTEOUS AND ATTENTIVE
TREATMENT WE CAN GIVE
A CUSTOMER IS PART OF OUR BUSINESS
NOT AN OUTSIDER
A CUSTOMER IS THE MOST IMPORTANT PERSON
IN MY BUSINESS
MARKETING
SALES PRESENTATION PROJECT
Part A - Written Outline
I.)
Approach
A.)
Write out two different types of approaches that you might use in selling your
product.
II.)
Determine the Customers Wants and Needs
A.)
Write out five questions that a salesperson might ask a prospect to determine
their wants and needs relative to your product.
B.)
Describe three different buying motives that may cause me to shop for your
product. They can be rational or emotional.
III.)
Feature/Benefit Analysis
A.)
corresponding benefits.
IV.)
Create a feature/benefit analysis using at least seven features and their
Handling Objections
A.)
Identify three reasons that a customer might use to object to buying your
product.
B.)
For each of the three reasons, explain briefly how you will overcome the
objection. Use three different methods for overcoming objections.
V.)
Product Presentation and Demonstration
A.)
Using five of the rules for effective product presentations, explain how you will
present your product to the customer.
VI.)
Closing the Sale
A.)
Identify three buying signals that may indicate that the customer is ready to buy
your product.
B.)
Explain two ways that you might help the customer make a buying decision. In
other words, what are two ways that you may ask for the sale.
VII.)
Increasing the Sale
A.)
Identify three related products that you may offer to increase the dollar amount
of the sale.
Part B - The Sales Presentation
I.)
II.)
Approach a Customer
Determine the Customers Wants and Needs
III.)
Present and Demonstrate Your Product or Service
IV.)
Overcome the Customer's Objection
V.)
Close the Sale
VI.) Increase the Dollar Amount of the Sale
MERCHANDISE SALES MANUEL
GRADE MATRIX
________________________________
X
STUDENT NAME
Wrong
Research
Features/
Benefits
Demographics
&
Appeal
Approac
h
Questions
O
Not Done
Presentation
KEY
<Poor Fair
Objection
s
Closing
<
OK
<+
Very Good
Increasing
the Sale
Demonstration
TOTAL
MERCHANDISE SALES MANUEL
GRADE MATRIX
________________________________
X
STUDENT NAME
Wrong
Research
Features/
Benefits
Demographics
&
Appeal
Approac
h
Questions
O
Not Done
Presentation
KEY
<Poor Fair
Objection
s
Closing
<
OK
<+
Very Good
Increasing
the Sale
Demonstration
TOTAL
MERCHANDISE SALES MANUEL
GRADE MATRIX
________________________________
X
STUDENT NAME
Wrong
Research
Features/
Benefits
Demographics
&
Appeal
Approac
h
Questions
O
Not Done
Presentation
KEY
<Poor Fair
Objection
s
Closing
<
OK
<+
Very Good
Increasing
the Sale
Demonstration
TOTAL
MERCHANDISE SALES MANUAL
Evaluation
DIRECTIONS:
Listed horizontally below are the criteria for the Merchandise Sales Manual. As I reviewed your
projects, a check plus would go in the column to indicate that you addressed the criteria very well, a
check if you were adequate, a check minus if you missed some items, a "0" if you did a poor job of
addressing the item, and an "X" if you did not do it at all or did it wrong. I may also write in the
number of points you made versus the number requested. Each criteria was of equal worth or 10 points
each.
NAME
1
2
3
4
5
6
7
8
9
10
Tot
.
MERCHANDISE SALES MANUAL
Presentation Evaluation
STUDENT
DIRECTIONS:
Listed horizontally below are the criteria for the Merchandise Sales Manual presentation. As you
review the other student’s presentations, put a check plus in the column to indicate that they addressed
the criteria very well, a check if they were adequate, a check minus if they missed some items, a "0" if
they did a poor job of addressing the item, and an "X" if they did not do it at all or did it wrong. DO
NOT PUT YOUR NAME ON THE SHEET.
NAME
APPROACH
QUESTIONS
PRESENTING
OBJECTIONS
CLOSING
INCREASING
MERCHANDISE SALES MANUAL
Presentation Evaluation
__________________________
NAME
During your presentation, you used, as we discussed in class, the following techniques:
APPROACH
COMMENTS:
Service
Merchandise
Greeting
Combination
QUESTIONS
COMMENTS:
Open
Closed
COMMENTS:
PRESENT
Respect
Creative
Questions
Dramatic
Shown In Use
Involve
Descriptive
Interruptions
Selling Aids
Practiced
Enthusiasm
OBJECTIONS
COMMENTS:
“Yes, But . . .”
Boomerang
Deny It
Inquiry
“Show ‘Em”
Testimonial
“Try It”
CLOSING
COMMENTS:
Asking for Sale
Last Chance
Standing Room
Assumed
Question Method
Summary
“What If . . .”
INCREASING
COMMENTS:
Suggesting
Trading Up
Other Considerations:
* Approached Customer in a Timely Fashion & With Respect
* Determined Customer’s Problem or Identified the Customer’s Want or Need
* The Presentation Created Desire and/or Gave Proof of the Product’s Promised Benefits, and
Demonstrated the Salesperson’s Knowledge of the Product’s Features & Benefits
* Confirmed Understanding of the Customer’s Reason for Objecting
* Recognized the Customer’s Buying Signal & Acted In a Timely Manner
* Found an Logical & Seamless Opportunity to Increase the Dollar Value of the Sale
MERCHANDISE SALES MANUAL
SCHEDULE
DIRECTIONS:
Each day, we will be able to see a minimum of five sales presentations a day, maybe more. Please volunteer
for a slot on the date indicated. It is important that you are ready on the day scheduled because make-up
days are not planned. If we have available time on another day, then you will be given the chance to
present, it we don’t have time, you will not and will receive a zero on the project. Please keep your
presentation under ten minutes unless you have prior approval.
For the best grade possible, it is important that you complete every phase of the sales presentation:
APPPROACH
DETERMINE WANTS & NEEDS
PRESENT THE PRODUCT
OVERCOME OBJECTIONS
CLOSE THE SALE
INCREASE THE SALE
You MAY use your notes and any selling aids. As a matter of fact, selling aides are encouraged. I will
play along according to the plan in your project. Turn in your written work as you finish your sales
presentation.
DAY #
DATE
Presentors
DAY 1 - Thurs.
MARCH 7th
1.
2.
3.
4.
5.
DAY 2 - Fri.
MARCH 8th
1.
2.
3.
4.
5.
DAY 3 - Mon
MARCH 11th
1.
2.
3.
4.
5.
DAY 4 - Tues.
MARCH 12th
1.
2.
3.
4.
5.
Step Right Up
By: Tom Waits
Step right up, step right up, step right up,
Everyone's a winner, bargains galore
That's right, you too can be the proud owner
Of the quality goes in before the name goes on
One-tenth of a dollar, one-tenth of a dollar, we got service after sales
You need perfume? we got perfume, how 'bout an engagement ring?
Something for the little lady, something for the little lady,
Something for the little lady, hmm
Three for a dollar
We got a year-end clearance, we got a white sale
And a smoke-damaged furniture, you can drive it away today
Act now, act now, and receive as our gift, our gift to you
They come in all colors, one size fits all
No muss, no fuss, no spills, you're tired of kitchen drudgery
Everything must go, going out of business, going out of business
Going out of business sale
Fifty percent off original retail price, skip the middle man
Don't settle for less
How do we do it? how do we do it? volume, volume, turn up the volume
Now you've heard it advertised, don't hesitate
Don't be caught with your drawers down,
Don't be caught with your drawers down
You can step right up, step right up
That's right, it filets, it chops, it dices, slices,
Never stops, lasts a lifetime, mows your lawn
And it mows your lawn and it picks up the kids from school
It gets rid of unwanted facial hair, it gets rid of embarrassing age spots,
It delivers a pizza, and it lengthens, and it strengthens
And it finds that slipper that's been at large
under the chaise lounge for several weeks
And it plays a mean Rhythm Master,
It makes excuses for unwanted lipstick on your collar
And it's only a dollar, step right up, it's only a dollar, step right up
'Cause it forges your signature
If not completely satisfied, mail back unused portion of product
For complete refund of price of purchase
Step right up
Please allow thirty days for delivery, don't be fooled by cheap imitations
You can live in it, live in it, laugh in it, love in it
Swim in it, sleep in it,
Live in it, swim in it, laugh in it, love in it
Removes embarrassing stains from contour sheets, that's right
And it entertains visiting relatives, it turns a sandwich into a banquet
Tired of being the life of the party?
Change your shorts, change your life, change your life
Change into a nine-year-old Hindu boy, get rid of your wife,
And it walks your dog, and it doubles on sax
Doubles on sax, you can jump back Jack, see you later alligator
See you later alligator
And it steals your car
It gets rid of your gambling debts, it quits smoking
It's a friend, and it's a companion,
And it's the only product you will ever need
Follow these easy assembly instructions it never needs ironing
Well it takes weights off hips, bust, thighs, chin, midriff,
Gives you dandruff, and it finds you a job, it is a job
And it strips the phone company free take ten for five exchange,
And it gives you denture breath
And you know it's a friend, and it's a companion
And it gets rid of your traveler's checks
It's new, it's improved, it's old-fashioned
Well it takes care of business, never needs winding,
Never needs winding, never needs winding
Gets rid of blackheads, the heartbreak of psoriasis,
Christ, you don't know the meaning of heartbreak, buddy,
C'mon, c'mon, c'mon, c'mon
'Cause it's effective, it's defective, it creates household odors,
It disinfects, it sanitizes for your protection
It gives . . .*&%$#)&
Why put up with painful corns any longer?
It's a redeemable coupon, no obligation, no salesman will visit your home
We got a jackpot, jackpot, jackpot, prizes, prizes, prizes, all work guaranteed
How do we do it, how do we do it, how do we do it, how do we do it
We need your business, we're going out of business
We'll give you the business
Get on the business end of our going-out-of-business sale
Receive our free brochure, free brochure
Read the easy-to-follow assembly instructions, batteries not included
Send before midnight tomorrow, terms available,
Step right up, step right up, step right up
You got it buddy: the large print giveth, and the small print taketh away
Step right up, you can step right up, you can step right up
C'mon step right up
(Get away from me kid, you bother me...)
Step right up, step right up, step right up, c'mon, c'mon, c'mon, c'mon, c'mon
Step right up, you can step right up, c'mon and step right up,
C'mon and step right up
MERCHANDISE SALES MANUAL
Name _______________
Date _______________
PURPOSE:
The purpose of a merchandise sales manual is to provide students the opportunity to research and
organize information about a product or service so that they can better present it to the class during a sales presentation.
DIRECTIONS: For the past week you have been asked to think about a product or service offered byLVHS sports or
entertainment departments. During this project, you will be asked to use this information to develop a sales
presentation just as a professional salesperson might on the job. Complete each section of this manual as directed.
Step - 1 Ladies and Gentlemen, Start Your Engines!
In space provided, identify your product and why you chose it.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Step - 2 Where Do I Go From Here?
Identify the sources of information about your product available.
LITERATURE - ______________________________
______________________________
______________________________
______________________________
- ______________________________
______________________________
______________________________
______________________________
PEOPLE
Step - 3 What is it??
Identify five features and benefits of your product. Consider the following:
Materials Used in Construction
Special Processes or Finishes
History of the Product/Company
Warrantee/Guarantee
Maintenance/Durability or Care
Customer Service
Color, Weight, Size or Capacity
Safety Features
FEATURES
Methods Used in Construction
Unique Aspects
Availability/Price & Supply flux
Price/Savings From Use of Product
Competition/Product & Price
Payment Plans
Grade, Stamp, or Approvals
BENEFITS
1. ______________________________
_________________________________
_______________________________
_________________________________
2. _____________________________
_________________________________
_______________________________
_________________________________
3. _____________________________
_________________________________
_______________________________
_________________________________
4. _____________________________
_________________________________
_______________________________
_________________________________
5. _____________________________
_________________________________
_______________________________
_________________________________
Step - 4 "Who Are You???"
Describe the most likely customer/consumer for you product.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Step - 5 "Hi There!"
A good approach is essential to improving your chances of closing the sale. A good approach is not pushy or
demanding; it is designed simply to put the customer at ease and to focus them on the purpose of their visit. In the
space provided, describe how you might greet a prospective customer.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Step - 6 "Getting to Know You . . ."
Once you and the customer are at ease, its time to get to business. You should not simply present everything about
every product the store sells hoping to hit a nerve, nor should you sit back hoping the customer will tell you what to
show him/her; they may not know. Begin by asking some carefully chosen questions and by being quiet and listening.
Get the customer to talk about their problems or their wants and needs. Most customers love to talk about themselves
and hate to listen to salespeople, so give them what they want - the opportunity to talk and be heard. Its something they
may not get from anyone else.
List five questions that you could ask early in the sales process that will help you narrow down the customer's wants
and needs.
PROBING QUESTIONS
1.
______________________________________________________________________________
2.
______________________________________________________________________________
3.
______________________________________________________________________________
4.
______________________________________________________________________________
5.
______________________________________________________________________________
Step - 7 "What You See Is What You Get"
Customers will generally not buy products without seeing them first. It is your job to present the merchandise to the
customer in a favorable light. It is also important to remember that how you treat and handle the merchandise will
communicate a lot more of what you think about the merchandise than what you say about the product. These are all
things to consider during the product demonstration phase of the sales process. Describe how you will show the
product or service to the customer and/or verify what you’ve said about the product or service is truthful.
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
_____________________________________________________________________________________
Step - 8 "What do you mean 'NO!'"
Can you handle rejection? How did you feel when your friends indicated that they didn't like your idea of pineapple on
your last pizza or when that young man/women turned you down when you asked for a date? Most people feel at least
slightly hurt when their suggestions are rejected. Successful salespeople have to learn to live with rejection because it
is so much a part of their job. A good analogy is professional baseball players; if their batting average is an
outstanding .333 it only means they are getting a hit once every three times at bat. A salesperson "batting" .333 would
be considered a "star" player for the company.
In business, when a prospect indicates a concern or refuses to buy, they are voicing an objection. Good salespeople
plan for objections by preparing a response for every conceivable objection, the cost is too high, it’s not time to buy,
they don’t like your company, or they have a concern about your product or service. Mentally, salespeople have
responses on file and they pull out the one that matches the customer's objection. .
In the space provided, indicate three reasons that a customer might give to not buy your product and prepare a response
to each.
OBJECTION
RESPONSE
_______________________ - ____________________________________________________________
____________________________________________________________
_______________________ - ____________________________________________________________
____________________________________________________________
_______________________ - ____________________________________________________________
___________________________________________________________
Step - 9 "Touchdown!"
If you have done everything right up to this point, you will often have a customer who wants to buy your product or
service. They may still, however, hesitate. People work hard for their money; they're attached to it; they can be down
right stingy about their money. Even after they are convinced that . . .
1.
2.
3.
they need what you are offering;
it will satisfy their most important wants;
it will solve all of life's problems,
. . . they may still hesitate to shell out that cold, hard cash, write that check, take out that loan, or even hand over that
credit card. This is considered normal. Your job is to make their decision easier by recognizing their buying signals
and helping them to say "yes." Remember, they often want or need you to do this. (This also occurs when one party is
trying to get another to agree to a marriage.)
In the space provided, indicate two ways that you might help a customer make a buying decision and close the sale.
CLOSING LINEs
1.
______________________________________________________________________________
______________________________________________________________________________
2.
______________________________________________________________________________
______________________________________________________________________________
Step - 10 "Now, If You Are Really Good . . . "
Congratulations! If you are a good salesperson and a little bit lucky, you have made a sale. This will pay the rent and
keep you, the wife, and the kids in "beanies and weenies" for another week. But if you are really an exceptional
salesperson, you can reach the next level by asking yourself, "what new problems has this guy/gal created by making
this purchase?" and then try to solve these new problems. For example, if I buy a suit, I now need shirts and ties to
match. If I buy a car, I need insurance. The list can go on and on. The salesperson who can recognize these new
problems and suggest items to solve these new problems, communicate the need to the customer, and close the sale is
truly the Tom Brady of sales. This process is called "increasing the sale," and refers to the practice of increasing the
dollar value of any single customer transaction. It benefits the company, the salesperson, and the customer.
In the space provided, list three new problems that the customer might have if they buy your product and the products
or services you could offer to solve their problems.
PROBLEM
NEEDED PRODUCT OR SERVICE
________________________________ - ________________________________________________
________________________________ - ________________________________________________