Retail Selling Techniques

Training Provided by Kawas Consulting SAL General Accounting principles: Importance of the sale process on the Profit and Loss Statement as well as on the Balance Sheet of any Company. Qualities of the professional Sales Consultant: Positive attitude Presentable Smells well Aggressive Polite listens more than he talks and thinks before he talks Educated and has general knowledge and extremely high knowledge about the product/ service as well as those of competitors Able to solve basic math problems Courteous and patient with customers Accurate and careful in all transactions Use tact when dealing with people Cares for the interest of his company Follows instructions of his superiors Gives regular feedback to his manager about all customer s issues, including level of their satisfaction Is not afraid asking and push the client to take a decision that suits the client s need. What makes the sales? Sales = Traffic x closing ratio x average transaction value Control on traffic is not possible for the sales person, this is controlled by many variables: advertising, promotion, company reputation (the sales person has some effect on this last variable). The sales professional has the utmost effect on the closing ratio as well as the average transaction value. The Sales Process Step 1: the approach and greeting First impression and personal appearance Having a friendly and cheerful attitude Acknowledging customers you cannot assist immediately; Approaching customers; The3 types of customers: Step 2: The qualification Questioning /probing to discover the customer s real needs Listen very well don t think about your next question Sell questions not answers Ask about the other suppliers they have dealt with or brands they have bought in the past Speak to your prospect like you speak to your family or friends Pay close attention to what your prospect isn t saying (rushed or agitated) Answer questions briefly and move on Making sure that we understand the needs by refraining the need in his own words not yours Confirming that if we can satisfy the need the prospect would be converted into a customer Step 3: The demonstration Establishing Trust Establishing value Creating extent and desire Demonstrating product features and benefits Involving the customer Offering limited alternatives The use of technical terms to explain the features of the product (keep it simple) Step 4: handling objections Handling four types of objections: Price objection Brand objection Delivery objection After sale service objection Step 5: Closing the sale Using closing techniques ask for a decision: method of payment, place of delivery etc Speak to the client as if he already made a positive decision. Generating additional sales: Add on selling Up selling Cross selling Step 6: Reassure the client that he has made the right choice Reassuring and fare welling the customer Deliverables: Reading materials, case studies and training certificate.

Retail Selling Techniques Step 1: the approach and greeting

First impression and personal appearance;
Becoming the master of the selling process;
Acting as a professional and be treated as one;
Having a friendly and cheerful attitude;
Approaching customers (communication is 50 body language, 40 tone of voice, and 10 the actual word used).
How to deal with customers that we cannot presently assist.

Step 2: The qualification

Questioning /probing to discover customer s real needs;
Selling questions not answers;
Asking customers about other suppliers and brands they have dealt with in the past;
Speaking to prospects as if they are family or friends;
Paying close attention to what prospects are not saying (rushed or agitated);
Answering questions briefly and moving on;
Making sure that prospect s needs are understood by reformulating his needs in his own words;
Confirming that if the prospect s needs could be satisfied, he would become a customer.

Step 3: The demonstration

Establishing trust;
Establishing value;
Creating extent and desire;
Demonstrating product features and benefits;
Selling features, value, and not products;
Involving the customer;
Offering alternatives;
Using technical terms to explain the features of the product (keep it simple).

Step 4: Handling objections

Handling five types of objections:
o Price;
o Design;
o Quality/ Brand;
o Delivery;
o After sale service.

Step 5: Closing the sale

Using closing techniques and asking for a decision: method of payment, place of delivery, etc
Speaking to the client as if he already made a positive decision.
Generating additional sales:
o Add on selling;
o Up selling;
o Cross selling.

Step 6: Reassuring the client that he has made the right choice

Reassuring and thanking the customer.

This program can be also delivered in Arabic Language

About The Training Provider: Kawas Consulting SAL