Sell Products And Services - Activities

Sell Products and Services – Activities

Information / Page Number
Approach the Customer
Multiple Choice, Questions, True Or False, / 2-5
Apply Product Knowledge
Questions, Fill in the Blanks, Tables, Tick Box / 5-12

Sell Benefits

Questions, Tables / 13

Matching Needs to Products

/ 15-16

Converting Features to Benefits

Questions, True or False / 16-17

Overcome Objections

Multiple Choice, Website Activities, True or False, Questions / 17-21

Buying Signals

Yes/No, Website Activities / 21-22

Closing the Sale

Table, Questions, Website Activities, True or False / 22-23
Using questioning techniques
Tick Box / 24-26
Key Terms and Concepts / 27

Approach the Customer

Which approach should you use

You are the sales assistant at Mega Max, a large department store. You have just seen Mrs Lockett walking towards you, and it's obvious she's been caught in the rain. She looks at the display of umbrellas that are $9.99, then goes over to the display of umbrellas that are on sale for $4.99 and picks one out, then walks towards the cash register to pay.
How would you have handled Mrs Lockett's need for an umbrella? Choose from the answers below.
a)  Process the sale as you normally would?
b)  Suggest that Mrs Lockett should consider the other umbrellas that are a little more expensive but far better quality?
c)  Suggest that the another store has better umbrellas than your store?
You are the sales assistant at Surfari, a surf shop. You have just seen Mike walking towards you, and it's obvious he wants a hat. Mike looks at the display of hats that are $19.99, then goes over to the display of hats that are on sale for $9.99 and picks one out, then walks towards the cash register to pay.
a)  Insist that the hats on sale are very poor quality and the $19.99 are the best?
b)  Process the sale as you normally would?
c)  Suggest that Mike should consider the other hats that are a little more expensive but far better quality?
One of your workmates greeted this man about 5 minutes ago when he first walked into your department. He's been over near the gas heater display for a couple of minutes, looking at one particular brand. He has just picked up the box and started reading about the product. From the list below, select the best approach for you to use for this customer
1. The greeting approach
2 The merchandise approach
3. The service approach
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These two have been over there near the electric blankets for a couple of minutes, and it's been so busy that nobody has greeted them yet. It looks like they are feeling the blanket and you can hear the lady saying how soft and warm it is. From the list below, select the best approach for you to use in this situation. Then go to the next screen to continue the Sales Challenge
1. The greeting approach
2 The merchandise approach
3. The service approach
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This man just walked in, and seems to be wandering around the store. He looks like he might be interested in the toasters on display, but you're not sure. From the list below, select the best approach for you to use in this situation.
1. The greeting approach
2 The merchandise approach
3. The service approach
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This lady doesn't look very friendly - she only came in about a minute ago, and one of your workmates said good morning to her but she didn't say anything back. It looks like she might be interested in one of those beach bags that are on sale, but how should you approach her? From the list below, select the best approach for you to use with this customer.
1. The greeting approach
2 The merchandise approach
3. The service approach
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Why Customers Buy

Question 1

List the two main reasons why customers buy.

______

Question 2

State if the following are needs or wants.

a)  I bought an ice cream because it was hot

b)  I bought a handbag as it was on sale

c)  I bought some petrol because my car was nearly on empty

d)  I bought a new work uniform because my old one was too small

e)  I bought a new tie because it was 25% off

f)  I bought textbooks for my course

Techniques for approaching a customer

Question 3 -True or False

a) Acknowledging the customer as they enter the store is essential.

b) An "over-the-top" greeting can make a customer feel threatened.

c) As a general rule, a warm and friendly greeting is always least appropriate.

d) You are aiming for a positive first impression - so the greeting really counts

e) The key to a successful greeting is to make the customer feel welcome, and begin building the rapport that leads to the building of successful customer relationships.

Question 4

List the three types of approach that can be used in a sales situation.

______

Question 5

Give an example of what you would say to a customer using the Greeting approach.

______

Question 6

What is the most effective way of using the merchandising approach effectively?

______

Question 7

What is the danger with using the service approach?

______

Question 8

What type of service approaches should you avoid?

______

Question 9

True or False

a) "Hello, how are you today" or "Good morning", is an example of the Service Approach.

b) "How can I help you? Is an example of a Service Approach.

c) The greeting approach should get a positive response from the customer and get a conversation started

d) The merchandise approach should only be used when a customer has shown interest in a particular product by looking at it

e) The most effective way of using the merchandising approach effectively is being able to judge exactly what feature of the product the customer is interested in

f) The greeting approach can be used with customers who know exactly what they want, or appear to be in a hurry

g) The greeting approach works well when your customer appears to be just browsing, and hasn't shown interest in a particular product

h) The key to a successful greeting is to make the customer feel welcome, and begin building the rapport that leads to the building of successful customer relationships

Approach Customers Summary

Question 1

Why is a Professional approach important?

______

Question 2

Explain how customers are different.

______

Apply Product Knowledge

Question 1

Fill in the blanks

You will need to know about the ______you sell in order to tell customers about them.

Customers need ______to help them make a buying decision. The essence of selling is to communicate this information.

Being an ______salesperson is all about your ability to ______with your customer. More specifically, it involves being able to pass on details about your products and ______, and provide your customers with the information they need to make a ______decision.

To sell effectively you must be able to ______to your customer's enquiries about a particular ______or service.

Question 2

Give two examples of questions that a customer may ask you.

______

Question 3

What is the best way to learn about your products and services?

______

Gathering knowledge about your products and services

Question 1

What does gathering information entail?

______

Question 2

Why will customers be more willing to answer your questions if you have already approached and greeted them?

______

Question 3

List the three main types of questioning.

______Question 4

List the 5 steps to effective listening.

______

______

______

Question 5

List 4 types of non-verbal communication

______

______

______

Question 6

Give an example of a gesture that is a sign that the customer is losing interest.

______

______

Question 7

List 3 non-verbal gestures that show a customer that you are interested while serving them.

______

______

Question 8

Give four examples of how you can use non-verbal communication skills to great effect as part of your information gathering strategies

______

______

______

Question 9

Complete the table by placing the following questions under the correct headings.

“Can I help you with that?”

“You mentioned a problem with your wrist. Would a light weight model be better for you?”

“Where are you planning wearing this dress?”

“How do you think you will use the product?”

“Can I help you with that?”

“You mentioned that you will be traveling a lot. Would you like to see our heavy duty range of suitcase?”

“You gave the impression earlier that this occasion will be very special. Would you like to start with our more exclusive products?”

“Is there anything I can assist you with?”

“Why do you require that particular brand?”

Closed Questions / Open Questions / Reflective Questions

From the list below, click on the strategies that you could use to gain product knowledge.

Question 10 / Yes
1. / Take the product home and use it.
2. / Read the information on the box or packaging.
3. / Ask your workmates about the product.
4. / Check magazines and publications for product reviews.
5. / Speak to the manufacturer.
6. / Take the product out of the packaging and see how it works.
7. / Talk to the suppliers that bring the product to the store.
8. / As a customer, go to other stores that sell the product, and see what they know about it.
9. / Compile a "product knowledge" checklist for each product.
10. / Keeping brochures and other promotional material in a file.
11. / Attend product launches.

Information Gathering Strategies - Summary

Question 1

Fill in the blanks

Some customers think that _ _ _ _ _ assistants are pushy, and only interested in selling them as much as possible so that they get a bonus or a pay rise.

Customers who feel this way have probably been a ______of a sales assistant who did not use effective information gathering strategies to determine what they actually needed before launching into their sales routine.

Now that you have a range of ______information gathering strategies, you should be able to determine your customer's _ _ _ _ _ in an efficient and professional manner. This will leave your customers feeling _ _ _ _ _ with your service, and satisfied with the product they purchased.

Each and every customer is different, and will have his or her own ______needs and expectations. Watch and listen carefully at all times.

If your store has a ______on the way you gather information from your customers, you should read it carefully and ensure that you can incorporate these new information gathering strategies.

Increasing your product knowledge

This is the new "Stylefone 200" - it's just arrived today in your store. Your manager has asked that you start promoting this product as much as possible.You used to sell the "Stylefone 150", but this new product has some improved features and will eventually replace your stock of the Stylefone 150. To sell all the old Stylefone 150 stock, your store has a 25% off sale at the moment.

The new Stylefone 200 has many features - click on the Stylefone 200 as follows

BESTTEL Stylephone 200 Features

*20 number memory storage / * Wall mounting kit / * Last number redial
*Comes in Red, White, Black and Blue / * Adjustable volume control / * 10m Cord0
* Answering machine compatible / * 2 year warranty / * Lightweight handset
* Adjustable ring tone controls / * Made in Australia / * Easy to clean plastic

You will need to decide on the best response from the list provided

What would be the best response you could use to further determine your customer's needs and establish communication? Click on the telephone if you need to review the produce information. Choose from the list of responses below and go to the next screen to continue the Sales Challenge.
Because this is a new model.
How much did you want to pay for a new phone?
Actually, for a model with this many features, the price is very reasonable.
You'll find this new model has a lot of great features; what sort of phone did you have in mind?
What would be the best response you could use to further determine your customer's needs and establish communication? Click on the telephone if you need to review the produce information. Choose from the list of responses below and go to the next screen to continue the Sales Challenge
The old model, the Stylefone 150, is the one that's 25% off, Sir - not this new one.
You're holding the new model, the Stylefone 200 that has some great new features I would be happy to tell you about.
The old model is on sale, Sir, but the one you're holding is the new model with some great new features that I would be happy to show you.
No, Sir. This is not the one that's on sale.
What would be the best response you could use to further determine your customer's needs and establish communication? Click on the telephone if you need to review the produce information. Choose from the list of responses below and go to the next screen to continue the Sales Challenge.
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I'm sure it would be suitable, what else have you got in your office?
This is only a basic model. Our Office Supplies Department has a better range - have you been there?
I'm not really sure, can you wait here just a moment and I'll get my supervisor.
Yes, that would be important. This new model is definitely compatible with answering machines - what other office equipment do you have?
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What would be the best response you could use to further determine your customer's needs and establish communication? Click on the telephone if you need to review the produce information. Choose from the list of responses below and go to the next screen to check your score for the Sales Challenge.
No, I don't think this model would be suitable - it's more for the office than the home. Can I show you some other phones that he might like?
Yes, this is an excellent phone. Have you seen all the new features it has?
Yes, this model is very good, but your son may like to see some other designs that are more colourful and fun. They're just over here, would you like to see them?
Oh, I don't know - it depends what you're looking for. What sort of phone do you want?
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Product Knowledge