Description should include the steps of the personal selling process:
- Use pre-approach techniques.
- Approach the customer.
- Determine customer needs and wants.
- Present the product or service features as customer benefits.
- Answer questions and overcome customer objections.
- Use suggestion selling.
- Close the sale.
- Complete the transaction.
- Apply follow-up, relationship-building strategies.
Process/Skill Questions:
- What is the significance of the order in which the steps are listed?
- Why is each step important? What might be the consequences of neglecting a step?
- What role does prior product familiarity and company knowledge have in the selling process?
- What are some styles of approach, and what are the benefits of each?
- Which questions might be asked to determine customer needs and wants?
- What is the difference between a feature and a benefit?
- What are some signals that indicate that a customer is ready to start the sales process?
- Why is product knowledge an important tool when addressing customers’ needs and wants?
- What is the difference between an objection and an excuse?