Project Overview
Select a product that could be sold to consumers, e.g. white goods, computer, travel destination. (You may use the product already selected for Question 1)
Apply the following six steps of selling to your selected product and describe in your own words (approx 1000 words) how you would sell this product to a consumer. NB: To be able to complete this project you will need to source (direct or online) an Organisational:
. customer service policy and procedure and manual / or
. sales manual . and reference appropriately.
The following must be included in your written response.
Project Tasks - Steps of Selling
1. Greet the customer/approach the customer
2. Identify customer needs Include in your response
Two steps of opening a sale . What signals the customer would give to let you know they were ready for assistance
. One example of each type of question that could be asked to determine what the customer wants
How you would open the sale once you approached them
. How you would communicate with the customer in a non-discriminatory manner
3. Recommending products and services
. Where you would get relevant product knowledge from
A brief overview of the product's features, benefits, uses, and safety measures . How you would convey a positive impression to arouse customer interest
What tactics you would use to focus customer attention on this particular product. List two questions that might typically be asked by a customer, and provide the responses that you would give
Overcome any objections . If you were unable to answer a question about a product or a service ? Who would you ask? ? How do you inform the customer that you are doing this? ? Where else might you go to gain additional information?
An example of what you could recommend as an add-on sale . Describe three objections that the customer could have and how you would overcome these?
Categorise theses objections into price, time and merchandise characteristics and consider solutions.
How would you refer a customer's objections to a senior staff member?
Maximise sales opportunities . Suggestion of complementary products or up-sell
Close the sale . An example of each category of buying signals, and an explanation of how you would respond to them
Explanation of two different methods that could be used to close the sale
Give an example of a loyalty program that could be implemented
How you would measure the results of your selling skills