sell to retail

positve body language

• nodding

• smiling

negative body language

• crossing arms

• frowning

basic princlbles of positive body language

• smile

• approachable

• avoid clustering

• be attentive

3 types of quesions

• open

• closed

• reflective

6 non verbal communication

• body language

• eye contact

• facial expressions

• posture

• movement

• gestures

3 sales tips and techniques

• language that focuses on client

• focus on client needs

• know your prospect

open questions

encourages client to give more info

how would a sales person recognise buying signals from a client

• change in speech

• bodily movements

• the way they look at you

• eye contact

• looking at product

• engaging

4 things you need to know about client

• age

• how much they want to buy

• lifestyle factors

• price range

when handling customer objections you should

• use active listening

• be prepared

• validate client

• be calm

“ a deal concession close”

is a way to close a deal where the seller gives consession to the buyer

consumer rights

right to ask for free repair, replacement, refunds. not always entitled eg change of mind

what do employer document in privacy policies

• how business collects data

• how and where data is stored

• restrictions on sharing data

4 most important things to know abt products your selling

• price

• manufacting process

• how to use

• history of product

example of organisational procedure for recording storing customer details

• client record card

• managing system

CRM

customer relationship management

time frame before gretting client

20-30 seconds

what is direct selling

way of selling products striaght to the customer without a retail store

4 strategies for effective cross communication

• speak slowly and clearly

• short simple sentences

• maintain normal volume

• use different words to express the same idea

service standard

if esculting complaint go to manager

what is a rapport

trust that is developed between business and customers

when would you refer your custmer to another retailer

• alternative items

• comparision substiute

what to look for when selling product / service ranges

• physical objects

• services

• events

• places

• organisations

• ideas

why is it important to follow up after product feedback 3

• make sure their happy

• ensure customer satisfation

• genrate repeat sales

examples of promotional activity

• free gifts

• discounts

• loyalty programs

• vouchers

technique to close a sale

• sell the benefits

• never rush sale

• know your prospect

ACCC

australian competition and consumer commission

feature

a characteristic or important aspect of a product, describes what it has or does

benefit

is the positive result or advantage a client gets from a product, describes how it helps