Customer Satisfaction and Retention Chapter 15 2 Effective

Customer Satisfaction and Retention Chapter 15. 2

Effective Selling � Suggestion Selling: selling additional goods or services to the customer. � Benefits of Suggestion Selling: › Benefits salesperson › Benefits the customer › Benefits the company

Rules for Suggestion Selling � 1. Use this type of selling: › After customer has made commitment to buy › Before payment � 2. Make your recommendation from the customer’s point of view and give at least one reason for your suggestion.

Rules for Suggestion Selling � 3. Make the suggestion definite. � 4. Show the item you are suggesting. � 5. Make the suggestion positive.

Suggesting Selling Methods � Offering Related Merchandise › Cross-selling � Recommending Larger Quantities › Up-selling � Calling Attention to Special Sales Opportunities

Maintaining and Building a Clientele � After-Sales › › › › Activities Order Processing Departure Order Fulfillment Follow-up Customer Service Keeping a client file Evaluate your Sales Efforts

Customer Relationship Management (CRM) � Finding customers and keeping them satisfied. › Technology and CRM › Maintaining Contact › Maintain Relationships › Develop Customers Loyalty › Customer Loyalty and Reward Programs

Video � Part 1

Presentations!!! � Pick a partner… NOT ONE YOU HAVE ALREADY WORKED WITH. � I will assign you a toy from the video. � Research the toy � Between you and your partner choose a salesperson and customer � Go through each step of sales process: › › › Approach Determining Needs Presenting product (product display) Overcoming Objectives Closing the sale