Customer Service
It is important as a sales associate to promote our company's products while meeting the needs and wants of our customers. By helping our customers make satisfying product decisions that meet their needs, we will establish a positive relationship throughout the sales process. Below are the steps of the sales process and an overview of how to interact with the customer during each step.
Approach: The main purpose of the approach is to begin the conversation, establish rapport and focus on needs & wants of the customer. There are 3 main methods to approach the customer: 1. Service Approach Method: Salesperson asks the customer how they can be assistance. Ex: "May I help you?"
2. Greeting Approach Method: Salesperson welcomes customer to the store. If known person, use his/her name and make small talk, this approach doesn't focus on the merchandise. Ex: "Hi, welcome to Meijer."
3. Merchandise Approach Method: Salesperson make a comment or asks questions about the product the customer is looking at (features/benefits). Usually is the most effective method. Ex: "All our jeans are buy one, get one free today."
Determining Needs: The main purpose of determining needs and wants of the customer is uncover the customers's reasons for wanting to buy and take a sincere interest in the customer. This is done by asking closed and open ended questions. Closed is a yes or no answer and open allows the customer to give a detailed response.
Product Presentation: The main purpose of presenting the product is to show the features of the product and how they benefit the customer. This also allows the customer to handle the product and see it in action.
Handling Questions & Objections: The main purpose of handling questions & objections is to overcome any concerns or doubts the customer may have related to the product. Some common objections salespeople face are: 1. Need: Conflicts between wanting something and truly needing i
2. Product: Concerns about quality, size, appearance
3. Source: Related to a negative past experience with a company/product
4. Price: Related to the cost of an item
5. Time: Personal reasons for not being able to buy
It is important to follow the four step process: listen, acknowledge the objection, restate the objection. answer the objection.
Closing: The main purpose for closing a sale is to gain buyer agreement. You can use a variety of different types of closes with the customer.
Suggesting Selling: The main purpose of suggestive selling is to offer related merchandise that compliments the product. An example of suggestive selling would be offering a customer to buy a key chain with the shirt they're buying.
Follow-Up / CRM: The main purpose of follow up is to continue the relationship to make sure the customer is satisfied with their purchase. An example is sending out a survey to the customers.
It is important as a sales associate to promote our company's products while meeting the needs and wants of our customers. By helping our customers make satisfying product decisions that meet their needs, we will establish a positive relationship throughout the sales process. Below are the steps of the sales process and an overview of how to interact with the customer during each step.
Approach: The main purpose of the approach is to begin the conversation, establish rapport and focus on needs & wants of the customer. There are 3 main methods to approach the customer: 1. Service Approach Method: Salesperson asks the customer how they can be assistance. Ex: "May I help you?"
2. Greeting Approach Method: Salesperson welcomes customer to the store. If known person, use his/her name and make small talk, this approach doesn't focus on the merchandise. Ex: "Hi, welcome to Meijer."
3. Merchandise Approach Method: Salesperson make a comment or asks questions about the product the customer is looking at (features/benefits). Usually is the most effective method. Ex: "All our jeans are buy one, get one free today."
Determining Needs: The main purpose of determining needs and wants of the customer is uncover the customers's reasons for wanting to buy and take a sincere interest in the customer. This is done by asking closed and open ended questions. Closed is a yes or no answer and open allows the customer to give a detailed response.
Product Presentation: The main purpose of presenting the product is to show the features of the product and how they benefit the customer. This also allows the customer to handle the product and see it in action.
Handling Questions & Objections: The main purpose of handling questions & objections is to overcome any concerns or doubts the customer may have related to the product. Some common objections salespeople face are: 1. Need: Conflicts between wanting something and truly needing i
2. Product: Concerns about quality, size, appearance
3. Source: Related to a negative past experience with a company/product
4. Price: Related to the cost of an item
5. Time: Personal reasons for not being able to buy
It is important to follow the four step process: listen, acknowledge the objection, restate the objection. answer the objection.
Closing: The main purpose for closing a sale is to gain buyer agreement. You can use a variety of different types of closes with the customer.
Suggesting Selling: The main purpose of suggestive selling is to offer related merchandise that compliments the product. An example of suggestive selling would be offering a customer to buy a key chain with the shirt they're buying.
Follow-Up / CRM: The main purpose of follow up is to continue the relationship to make sure the customer is satisfied with their purchase. An example is sending out a survey to the customers.