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4.02
Recognize the Steps of the Selling Process
| Question | Answer |
|---|---|
| What is the first approach? | The approach is the first encounter with a customer. |
| What is the service approach? | I:Considered the least effective approach method II: Should only be used when customer is obviously in a hurry or when selling a service. |
| What is the greeting approach? | I:Simple greeting II:May include introduction of oneself III:Can be combined with the service or merchandise approach. |
| What is the merchandise approach? | I:Includes comments or queations about the merchandise the customer is looking at or handling. II:Considered the best approach methid. |
| What are the appraoches in sports and entertainment marketing? | telemarketing, direct mail, and personal selling. |
| What are the needs of customers? | Observe the nonverbal communication of the customers, listen to the customers, and question the customers. |
| Explain what product presentation and demonstration is? | I:Good presentations actively involve the customer. II:Show the product to the customer and tell them about its benefits. III:Make the presentation come alive. |
| What is an objection? | A reason, concern, or hesitation a customer has for not making a purchase. |
| What are the common objections? | a.May be spoken or unspoken b.May bem logical or psychological c.May relate to the need, product,price,salesperson,source,store, or time d.May occur at any point in the salee. e.Should be welcomed |
| How do you handle objections? | listen, acknowledge, restate, and answer the objection. |
| What is the boomerang method? | It is when the objection comes back to the customer as a selling point |
| What is the question method? | It is when the customer is questioned in an attempt to learn more about the objctions raised. |
| What is the superior point method? | When the salesperson acknowledges the objections as valid, but offsets them with other features and benefits |
| What is the denial method? | When they provide proof and accurate information when answering objections |
| What is the demonstration method? | It is when they answer objection by showing one or more features. |
| What is the third party method? | It uses a previous customer or another neutral person who can give a testimonal about the product. |
| What does closing the sale mean? | It means obtaining a positive agreement from the customer to buy. |
| What are the four buying signals? | Facial expressions or body language, physical actions, comments, and questions. |
| What is trial close? | It is used to get an indication of what needs to be done |
| What are a few of the general rules for closing the sale? | a.If customer is ready to make a buying decision, stop talking. b.Do not rush a customer into making a buying decision. c.Use words that indicate ownership d.Use major objecations that have been resolved to close the sale |
| What is the "which" closing method? | It encourages a customer to make a decision between two items. |
| What is the standing-room-only closing method? | Used when a product is in short supply or when the price will be going up in the near future. |
| What is the direct close closing method? | Method in which a salesperson asks for the sale. |
| What is the service close closing method? | It explains services that overcome obstacles or problems |
Created by:
sarahbradford
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