The Sales Process
Steps 4 & 5
Step Four: _____________________________
The step of the sales processes where you can share your ______________ with the customer
Which product do you show? – after the approach stage you should have learned enough
about the customer to determine which products will best meet their needs
What price range should you offer?
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If you have not determined the customers price range, you should start your
presentation with a _______________ item
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Don’t introduce price right away unless it is a ________________________ – you
need to show them the ________ in the product first
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If you present the product and they decided they must have it, price becomes
__________________________
How many products should you show?
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To avoid _______________ the customer never show more than ___ options
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It is difficult to remember the ____________ of more than 3 products
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If the customer wants to see more, _____________ one before adding another
Tips for Effective Product Presentation
Display and Handle the Product
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How the product ______________ to the customer is important
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Always handle the product with _________________________
Demonstrate
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Show the customer how the ________________________
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Show the product ______________
Involve the Customer
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Let the customer try (_____________) the product
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Give away __________________
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Encourage the use of one or more of the five senses
What do you say?
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Talk about the product’s _________________________________
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Use descriptive adjectives
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Avoid unclear words like _______________________________
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Avoid _________ and words with ________________________
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Use ___________ _______: words the average person understands
Use Sales Aids
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Samples
Reprints of articles
Audio-visual aids
Models
Photographs
Drawings
Charts
Specification sheets
Customer testimonials
Warranty information
Step Five: Objections
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___________: concerns, doubts, hesitations or other reasons a customer has for not
making a purchase
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Should be viewed as a ____________ because they allow you a chance to present
more product information
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Being _____________ for objections will help you feel more ____________
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They can come in the form of a _____________ or a ________________
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“Do you have any other products to choose from?”
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“These shoes are not the right color.”
______________: reasons for not buying a product
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Often used when a customer is not in the mood to buy or are
_____________________________
Objections vs. Excuses
Objections
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“I don’t really need another coat.”
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“I can’t wear this dress to work.”
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______________________________________
Excuses
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______________________________________
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“I‘ll have to talk to my wife about purchasing it.”
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“I didn’t bring my money with me today.”
Common Objections
Most objections fall into four categories
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______________
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usually occurs when the customer doesn’t have an ________________ for the
product or they want the product but they don’t need it
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“I want these sandals but I don’t need another pair.”
Product
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Objections based on the _____________ itself (more common)
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Concerns about construction, ease of use, __________, color, ________ or
style
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“I don’t like 100% cotton shirts because you have to iron them.”
_____________
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Objections based on source often occur because of negative past experiences with
the company or brand
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Happens most often in __________________________ sales
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“The last time I ordered from your company, I received it two weeks after the
promised date.”
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Price
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Objections based on the __________ of the product
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“That is more than I wanted to spend.”
Four-Steps for Handling Objections
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______________________ – be attentive, make eye-contact, let customer talk
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Acknowledge the objection – demonstrates that you ________________ and care
about their concerns
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Restate the objection – to ensure you ______________ their objection
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“I see your point.”
“Others have asked the same question.”
Don’t restate word for word - paraphrase
Answer the objection – try and find a ________________
7 Methods for Handling Objections
1. Substitution – recommending a different product that would better suit the customer’s
needs
2. __________________ – bring the objection back to the customer
3. Question – ask the customer more questions to learn more about their ______________
4. Superior Point – ________________ objections as valid yet offset them with product
features and benefits
5. Denial – use when customer’s objection is based on __________________
6. Demonstration – show the customer _____________________
7. __________________ – using previous customer’s or another neutral party who gave
testimonial about the product