Lesson one

Monday 14th November 2011

Hello!

Good morning!

Can I help you?

Just looking!

Be nice

Be authentic and warm

Your shop is your home

Welcome your client to your space

Connect

So you can help.

Sales

Pre-approach

Approach

Wants and needs

Features and benefits

Sales

Pre-approach

Hello!

Hello!

Good morning!

It’s a nice day, isn’t it?

Yes, so sunny!

What do you want?

Nothing, I’m fine.

How are you today?

Fine, and you?

Good afternoon,

welcome to Zapatitos!

Feel free to look around

and I’ll be right back.

Greetings

Hi!

Hello!

How are you doing today?

How are you?

How are you this evening?

Good morning!

Good day!

Good afternoon!

Good evening!

Sales

Wants and needs

Features and benefits

It has… so you…

Feature / benefit

So what?

Sales

Objections

I need to think about it

I can’t afford it

It won’t work for me

I don’t believe you

I don’t need it now

Handling of objections

Ask questions

Credit / Value

Show examples

Raise credibility

It may not be available

later

It’s too expensive

Value

Price vs other costs

Sales

Closing cue

Which color would you like?

Would you like us to send it home to you?

Suggestion selling

Do not interrupt.

Relevant. Example: extra battery, special bag.

Post close (reassuring)

Sales

Payment

Credit card

Cash

Complaints

Listen

Acknowledge

Solve

Thank

Complaints

Listen

Can I speak to the owner?

Acknowledge

Apologise

Solve

Refunds

Exchanges

Thank

Reference

http://www.eslmania.com/students/business_english/Telephone.htm

https://hitscms.internet.gov.sg/NR/rdonlyres/B9144F52-DB88-4945-9481-E50961F588A3/0/SpeakWellSellWell1ApproachandGreetCustomer.pdf

http://www.retailsales.net/Files/Overcoming%20Objections%20(including%20Price).pdf

http://siharris.wordpress.com/2009/11/17/there-are-only-4-kinds-of-sales-objections-when-selling-services/

Credits

Fotografía zapatería en Bilbao: Jason Whittaker en Flickr

http://www.flickr.com/photos/jason_whittaker/4635594566/sizes/l/in/photostream/

Fotografía tienda Camper en Tokio: The Lux Home

http://theluxhome.com/neo-classical-shop-interior-design-ideas-camper-shop-tokyo-by-

hayon-studio/#more-10987