| Question |
Answer |
| Seven Rules of Selling |
Greet and determine the customer's need, Provide sufficient information to the customer, Present your merchandise in an interesting manner, Answer the customer's questions, Close the sale, Handle the transaction accurately, Properly wrap merchandise |
| Non-selling Duties |
Stock-keeping, House-keeping, Preventing waste and loss, Directing customers, Handling complaints, Adhering to store policies |
| Four Types of Objections |
To price, To quality, To store policies, To buying immediately |
| How to Handle Objections-will be an essay question |
Direct Denial Method, Yes...But Method, Reversed English Method, Superior Point Method, Questioning |
| Direct Denial Method |
can only be used when customers info is incorrect, it can put customers on the defensive, and you should give proof, if possible |
| Yes...But Method |
agreeing with customer, but giving another consideration, most widely used method, It's very diplomatic and won't cause hard feelings |
| Reversed English Method |
turn objection into selling point |
| Superior Point Method |
agree to objection then point out superior point |
| Questioning |
needing them to explain their objection |
| Customer Personalities |
Undecided Customer, Just-looking Customer, Silent Customer, Know-it-all Customer, Deliberate Customer, Friendly Customer |
| Undecided Customer |
wants to buy something but can't choose betwen options, Limit choices, Help them make a determination |
| Just-looking customer |
Not usually interested in making an immediate decision, Identify what looking for, and ask questions, Don't spend too much time |
| Silent Customer |
Pay attention to customers actions, Ask questions |
| Know-it-all Customer |
obnoxious, If information correct, let them make own decision. If incorrect, give correct information |
| Deliberate Customer |
Don't be in a hurry to get the sale, The more information you have, give it the them-they want to know the details |
| Friendly Customer |
hangs around, social, be leery, be concerned when employees friends come in often, Do not spend too much time on this customer, Complete selling process quickly |
| Sales Approaches |
when salesperson approaches customer for first time: 1. Service Approach, 2. Formal Approach, 3. Informal Approach, 4. Merchandise Approach |
| Service Approach |
offering help, most overused, and probably most common |
| Formal Approach |
good for high-level, "good morning/afternoon, sir/ma'am"-very courteous/respectful |
| Informal Approach |
with people you know and have developed a relationship with-"How are things going, David?" |
| Merchandise Approach |
open by talking about merchandise, "Good choice, ma'am. That's 100% cashmere.", safest, most underused |
| Demonstrating Merchandise |
Include as many senses as possible, Always show advantages but only address disadvantages if asked about them |
Ch.18 LTI-MA 509
