Unit 3 Flashcards
Key to establish needs and wants
Listen to customers and ask the right questions so that problem can be solved
Company priority to fulfill the needs and wants
Consider to enhance products and services
Two research techniques include
Conduct interview
Focus group sessions
Potential pitfalls
Using personal point of view on when launching the product or entering a new market
Imitate competitors
Launch product without conducting market research
Objection includes
Price , company , products , services time
Overcome objections guidelines and tricks
View it as selling tools
Being aware of the benefits of products and services and ultimately create a list of answers to prepare for objections
Respect the concerns of customers not be defensive and be open to suggestions and feedback as they want to make best decision
Providing suitable options
The customer service staff need to have clear understand and know the product well in order to explain and provide demonstration
Afterwards can recommend the product
Anticipating likely questions
The sales professional should prepare answers for likely questions that customers may ask.
Does this come in any other colours?
Do you accept credit card payment?
Got warranty
Confirming the sale
Let customers gain commitment to buy the product or service
When to confirm sale
After answered objections and before selling the product or customer interest
When is business sale completed
After the customer paid or sign an agreement
Feature
simply a characteristic of a product/service. Examples are details such as size, weight, shape, and colour. [What]
Why is feature important
For customers to know information about the product/service.
Benefit
Explain what the customer can gain from using the product/service. [What’s in it for me?]
Why is benefit important
why the product/service is superior and beneficial and tell them the benefits – the reasons why they need to buy your products
Some examples of features and benefits comes out in unit 2 and 3
A feature of a razor blade for women could be that it has three blades (feature). It is unlikely to close many sales because it means nothing to most people. However, add the phrase, “you will have smooth legs (benefit),” and women will know exactly what they will gain when they buy it.
Another example:
This equipment is made of stainless steel (feature), which means that it would not rust. The benefit is that it reduces your replacement costs, thus saving you money (benefit) in the long run.
Suggestive selling
( blue pen, and the salesperson suggested a red or black pen.)
For example, one pen costs $3, but if the customer buys a dozen pens, the total cost is $24 which works out to be $2 per pen)
process of suggesting products/services that are similar to the main product/service being sold to the customer.
Psy and meaning behind suggestive selling
Customers will be ok to purchase additional product and service as they already bought the original product and has committed therefore, additional fraction of the product price is more likely
Suggestive is not mean to be pushy but
Gentle
Common suggestive techniques
Showcase complementary products
( group purchase “perfect pair”, tie in sales)
Use of personalised suggestions to advantage
( use product knowledge to sell to customers and suggest good fit)
Do not overwhelm with too much options
( more options creates a barrier thus must reduce the number so customers will be more satisfied)
Cross selling
Cross-selling involves selling products/services that are related to or complement the products/services that you have sold.
Sales professionals must not “push” products when the customer feels that he/she does not need them. There must be a need or want. If the customer feels that other products/competitors can meet the needs, counteroffer with alternatives.
Cross selling methods
Offer additional service
Bundled sales
Data driven suggestions
Driven data suggestions
Sales professionals can sell additional products/services by looking at a customer’s previous data with a customer relationship management (CRM) system and view the previous purchases they have made.
Bundled sales
This grants convenience to customers as they do not need to look for necessary components or accessories separately. Amazon uses this method often in their “frequently bought together” section. Another example, sales professionals can bundle to sell a dress together with a cardigan.
Offer additional service
One way to cross-sell customers is by offering additional services. For instance, if you sell an e-commerce course, you may consider selling a complementary course such as social media marketing.
Upselling
Sales professional persuades the customer to purchase a upgraded to premium version of the original purchase
