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
