Chapters 13-15 The Selling

Process
There are seven steps to the selling process.
Ch.
13
13

1.

Ch. 14

3.

2.

4.
5.
Ch.
15

6.
7.

Step 1- Approaching the customer

Salespeople can make or break a sale during the first few
________________ with a customer; therefore, the initial
________________ is critical!
What are the 3 purposes of the sales approach?
1.
2.
3.
To begin conversation, you need to be __________ to
customers _______________. In business-to-business
selling you can conduct _________________ prior to the
initial meeting.
What type of research could be conducted?

To establish a _________________________, treat the

customer as an individual. You should never
___________________ a person.

Business-to-business selling
In the pre-approach stage, the _________________________
sets up an appointment.
List 4 tips on how to conduct yourself at a business-tobusiness appointment in the pre-approach stage.
1.
2.
3.
4.
What happens in the initial approach stage?

What can you do in the pre-approach stage to help guide

your actions in the initial approach stage?

Retail Selling
List the 3 methods of approach in retail selling.
1.
2.
3.

How do you know which of the 3 methods of approach to

use in retail selling situations?

A. Service approach
Merchandise approach

B. Greeting approach

C.

Write the appropriate letter next to the fact below

____ simply welcomes customer to store
____ can only be used of a customer stops to look at
specific item
____ saying good evening to a customer
____ asks customer if they need assistance
____ uses open-ended questions
____ involves walking up to the customer and talking
about merchandise without asking question
____ is the most effective approach
Do you think all seven steps of a sale are followed in
every sale? Why or Why not?

Why is the initial approach in business-to-business selling

different from a retail approach?

What are the advantages of the merchandise approach?

Step 2- Determining Needs in Sales

In this step of the sale a salesperson should uncover the
customers __________________ or ______________ for
wanting to buy.
Are customers motives/needs always going to be
obvious?

Why is determining needs an early stop in the sales

process?

When to Determine Needs

What could happen if a salesperson does not determine
needs early on in the process?

In retail selling, when should the salesperson determine

needs?
In business-to-business, when should the salesperson
determine needs?
What are three methods used to determine customer
needs?
1.
2.
3.

What is nonverbal communication?

List 3 forms of nonverbal communication.

1.
2.
3.
What can give you an initial idea about the level of
interest a customer has?

How can you determine a customers need in a businessto-business situation?

What can you use the information you pick up by

listening for?

When you begin determining needs, first ask general

questions about the ___________________ ______ of the
product and any ____________
_______________________ with it.
List 4 guidelines that help make a salesperson a good
listener.
1.
2.
3.
4.
What are open-ended questions?

Give an example of an open-ended question.

When determining a customers needs, around what
three words should you base your questions?

True or False- when it comes to questioning

____ Ask many questions in a row.
____ Ask open-ended questions to encourage the
customer to talk
____ Clarifying questions are not necessary
____ A great question to ask a customer is How much do
you want to spend?
____ A great question would be to ask about the intended
use of the product.

Why is determining needs an essential step in the sales

process?

You are a salesperson in a rug store that carries

inexpensive, medium-priced, and very expensive
handmade area rugs. How would you determine your
customers price range?

Step 5- Closing the Sale

Is obtaining an _______________________ to buy from
the customer.
To close a sale effectively, what does a salesperson need
to recognize?

What are buying signals?

A _________ __________ is an initial effort to close a sale.

Will a trial close always work?
What can a salesperson learn from a failed trial close?

Professional salespeople do 3 things:

1.
2.
3.

If you think the customer may be ready to make a buying

decision, __________ talking about the product.
Specialized Methods for Closing a Sale
Tell me about the which close.

Tell me about the standing-room-only close.

The direct close.

The service close.

What are 2 things you can do after a failed sales

presentation?

Why are trial closes beneficial?

A customer seems frustrated because she likes three of

the items you have shown her. What specialized closing
method would you use to make her buying decision
easier?

Step 6- Suggestion Selling

Definition:

How does a salesperson benefit from suggestion selling?

How does a customer benefit from suggestion selling?
How does the company benefit from suggestion selling?

Three methods are used in suggestion selling:

1.
2.
3.
Step 7- Relationship Building
Two key factors in building clientele are:
1.
2.

After sales activities include __________ _______________,

departure, __________ _______________, follow-up, and
_________________ ____________.

What does CRM stand for? And what is it?

Explain how suggestion selling can increase a firms net

profit?

List 3 related items that could be used for suggestion

selling after a customer decides to buy a bicycle.

How can a salesperson use the time immediately after

the sale to plan for his or her next encounter with that
customer?