Retail selling process 2 (2)
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The document discusses the key steps in the sales process including pre-sale preparation, opening the sale, progressing the sale through sales presentations, handling objections, and closing the sale. It emphasizes discovering customer needs, presenting product benefits to motivate purchase, addressing customer concerns, and using different closing techniques like direct closes or limited choices to finalize the sale. The overall goal is to provide customers with sufficient information to make an informed buying decision while guiding them towards a positive purchasing outcome.
Retail selling process 2 (2)
- 2. Selling is a profession of giving, not taking. Selling is giving the Customer Sufficient information of a certain product to make an intelligent buying, be it yes or No.
- 3. PRE-SALE PREPARATION OPENING THE SALE PROGRESSING THE SALE SALES PRESENTATION OBJECTION HANDLING CLOSING THE SALE
- 4. Preparing yourself Preparing the Workplace Market Awareness Knowledge of Customers
- 5. Opening the sale involves : Approaching and greeting the customer Why to Greet? When to Greet? Whether to approach or not How to greet?
- 6. Part of the selling process immediately following the opening The aim in opening the sale is to close it, and a good opening gives the salesperson a lead into the sales presentation. There major aspect of this process : Discovering Customer’s needs
- 7. The process of sales presentation is knowledge about the store, the various sections and merchandise kept in them, the display of merchandise and most importantly product knowledge and customers needs, likes, and dislikes, expectation and most importantly his buying motives, in order to give the customer the information that he needs and also help him to make the buying decision.
- 8. The various steps are as follows : Looking the customer needs and wants. Reading the customers’ mind – The questions likely to cross customer’s mind Translating facts into benefits, which motivates a customer to buy – talk about the benefits. Convey value through product handling
- 9. It is crucial for the sales associate to realize the importance of objections. By raising an objection, the customer is giving you a chance to convince him about the product The following concepts are related with the objection handling: Reasons for objections - Some queries about the product, customer is undecided about making the buying decision. even the sales person - his attitude/behavior can cause objection from the customer.
- 10. Responding to Objections – The following points are needed to be kept in mind while responding to objections : Listen carefully to objection. Remain calm Never interrupt
- 11. It is important to know the point that the aim of opening any sale is to close it. All the efforts being made during the sale, right from pre-sale preparation upto the actual sale process would go waste if the sales person messes up at the closing stage. There topics at this step are as follows : The buying signals from the customer - Like the customer looking the shoe to check the quality of the leather and conveying approval
- 12. Some sales closing techniques - The direct close : when the customer is asked directly about his buying decision. Like, “ Shall I pack this up, sir?” “ Would you like to buy this kurta?” “ Shall I make the bill?” The assumption close : when the customers body language indicates that he has already made the purchase decision. Example, “how do you wish to pay for this?” The limited choice close : giving the customer a limited positive choice to make the buying decision easier, so when the customer is not able to make up his mind. Like, “which will it be, sir, the cotton or the leather jacket?”
- 13. The suggestion close : when the buyer requires a gentle push towards the final purchase decision. For eg, “may I suggest that you go for the black trouser since it can be worn with just about every color”. The summary close : here the sales person summarizes the benefits of the product and ends with a question. For example, “this business suit is ideal office wear for winter because of it's thick material and the colour, and the wrinkle free texture makes look good throughout the day. Shall I pack this up for you, madam?” The urgency or impending close : urge the customer to act immediately rather than putting off the buying decision by offering something special. Like, “sir, the buy two get one free offer is valid only for this week”.