Approaching The Customer

1. Approaching The Customer Sets the mood or atmosphere for the rest of the selling process Be alert to customers� interests Must be perceptive about the customers� buying style Put the customer at ease and establish a positive atmosphere by being enthusiastic, courteous, and respectful

2. More Purposes of the Approach Welcome the customer into the store Break the social ice Establish a friendly atmosphere Identify a basic need Determine the degree of interest Get the customer involved in the sale Make a positive impression on the customer Study the customer

3. How To Make a Good First Impression Smile Good customer relations Appearance Proper speech techniques Proper Approach Properly arrange stock Proper sales tools handy Mentally alert Working knowledge of the product Empathy Prompt service or recognition

4. Business-to-Business Approach Set up an appointment Introduce yourself and your company with a firm handshake and a smile Use customer�s name Can give business card Vary approach pending on your prior relationship with customer and/or customer background

5. The Approach in a Retail Setting Service Approach SP asks customer if they need assistance How Can I Help You? (open ended) Greeting Approach SP simply welcomes the customer to the store �Good Morning� � tone of voice important Merchandise Approach SP makes a comment or asks questions about a product customer has an interest in Usually the most effective form of approach

6. Service Approach Not the best to use Typical approach is �May I help you� Makes it easy for customer to be negative Should be used only when store is very busy and one is only taking money Results in lost sales if used constantly �Something for you today?� �Anything I can show you?�

7. Greeting Approach Smile Call customer by name if possible Customer should respond with a reason for coming into the store �Hi Mr. Smith great weather we are having. What are you looking for in particular?�

8. Merchandise Approach Best selling approach Results in more sales-per-customer contact Gets customer�s attention directly on the merchandise Gets customer thinking about ways he/she will gain from the purchase Customer cannot be negative to this approach Shortens selling time per customer Requires good timing Perfect approach for fashion salesperson

9. Merchandise Approach Examples Reward Statement �Because of Crazy Days you will be able to save $15.00 on this suit� Questions Statement �Have you noticed this dress is completely lined?� Reward and Question Because of Crazy Days you can save $15.00 on this dress. What size do you wear?�

10. THE APPROACH How should you approach your customers in a selling situation? Retail clothing store? Business-to business? Selling an IPOD to a retail store chain

11. THE APPROACH Select a partner Greet the customer as you would if they were entering your department in a clothing store Greeting Approach Service Approach Merchandise Approach Greet the customer as you would in a business-to-business situation Use your name, company, etc��

12. Follow-Up Activities Workbook page 107 Vocabulary review Workbook page 108 Fact and idea review Quiz tomorrow �Eight Steps of Sale�