8 Step Sales Process Flashcard

How many steps are there in the sales process?
8
What are the 8 steps sales process?
Pre-approach, approaching the customer, determining needs, presenting the product, handling questions and objections, closing the sale, suggestion selling, and reassuring and follow up.
What is the preapproach?
Looking for customers and getting ready for the sale
What is a lead?
potential customers
What are somethings to get right in the preapproach?
The lighting, music, smell, etc…
What is approaching the customer?
Actually greeting the customer face-to-face
How many methods are there to the approach Method?
3
What are the three approach methods?
Service approach method, greeting approach method, and merchandise approach method
What is service approach method?
Sales person asks the customer if he or she needs assistance
What is the greeting approach method?
Welcome the customer into the store.
What is merchandise approach method?
The sales person makes a comment about a product that the customer is looking at.
What is determining needs?
Learning what the customer is looking for in a good or service in order to decide what products to show and which product features to present first.
What are three ways to determine needs?
Observing, listening, and questioning
What are the Do’s of determining needs?
Do ask open ended questions and Do ask clarifying questions
What are the Don’t’s of determining needs?
Don’t ask too many questions in a row and Don’t ask embarrassing questions
What is presenting the product?
Educating the customer about the product’s features and benefits
What are the tips for presenting the products?
Laymen’s terms (using everyday language that people understand), Only show three things at a time, use a middle price range, and get the customer involved.
What is handling questions and objections?
Learning why the customer is reluctant to buy, providing information to remove that uncertainty and helping the customer make a satisfying buying decision
What are the 5 common objections for handling questions and objections?
Need, product, source, time, and price
What common objection is for need?
Occur when the customer has a conflict between wanting something but not truly needing it
What common objection is for product?
Concerns about things such as construction, quality, size, appearance, or style
What common objection is for source?
negative past experiences with the firm or brand
What common objection is for time?
hesitation to buy immediately
What common objection is for price?
Too expensive
What are the methods of handling objections?
Boomerang, question, superior point, direct denial, demonstration, and third party
What is boomerang?
The objection comes back to customer as a selling point
What is a question?
The customer is questioned in an effort to learn more about the objections raised
What is a superior point?
Allows the sales person to admit disadvantages in certain products but then present superior points to offset of compensate for them
What is direct denial?
Provides proof and accurate information in answer to objections
What is demonstration?
Answers objections by illustrating one or more feature of a good or service
What is third party?
using a previous customer or another neutral person who can give a testimonial about the product
What is closing the sale?
Getting the customer’s positive agreement to buy
What are the four ways to close a sale?
Which close, standing-room, direct close, and service close
What is which close?
Which one do you prefer
What is standing-room-only close?
High pressure
What is direct close?
You ask for the sale
What is service close?
Services that overcome obstacles
What is suggestion selling?
Suggests that the customer buy additional merchandise or services to save money or better enjoy the original purchase
What are the three suggestion selling methods?
Offering related merchandise, recommending larger quantities, and calling attention to special sales opportunities
What is offering related merchandise?
Related merchandise can be a good or service that a customer should have to increase the use or enjoyment of the original purchase
What is recommending larger quantities?
Usually works with inexpensive items or when money, time, and/or convenience will be saved
What is calling attention to special sales opportunities?
Point out sales or new merchandise
What is reassuring and following up?
Helping the customer feel that he or she has made a wise purchase

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