Chapter 13 Marketing

Why is determining needs an essential step in the sales process?

Discovering your customer's motivation for buying will help you in the next step of the sale when you are helping the customer select the right product.

Why is listening important in sales?

it helps you pick up clues to the customer's needs

what are the main purposes of the approach step in the sales process?

to begin conversation, to establish a relationship with the customer, and to focus on the product

what are the seven steps of a sale?

1. Approach the customer 2. Determine the needs 3. Present the product 4. Overcome objections 5. Close the sale 6. Suggestion Selling 7. Relationship building

Describe an initial business-to-business sales approach by a sales representative from the XYZ Copier Company metting a new prospect

The salesperson sets up an appointment in the pre-approach of the stage. When meeting the new prospect the salesperson will introduce themself and the XYZ Copier Company with a firm handshake and a smile.

When should a salesperson determine needs?

as soon as possible

What do you look for when observing a customer?

buyinh motives that are communicated nonverbally

nonverbal communication

expressing yourself without the use of words

List three methods for determining needs

observing, listening and questioning

What types of questions should be asked to determine customer needs?

questions that begin with "who, what, when, where, why and how

What is an open-ended question?

questions that require more than a yes or no answer

open-ended questions

require more than a yes or no answer

service approach

the salesperson asks the customer if he or she needs assistance

merchandise approach

the salesperson makes a comment or asks questions about a product in which the customer shows interest

greeting approach

the salesperson simply welcomes the customer to the store