This is a guide that provides information about effective sales procedures. Sales are an
important part of any retail industry. This guide includes practical suggestions and
considerations that any salesperson should take into account. These considerations
include: making eye contact with the customer, understating the customer’s needs,
suggesting choices, handling objections, and making the sale. This guide can be used
by small businesses or other entities that want to provide their salespersons with proven
methods of maximizing sales revenue.
LET’S LOOK A LITTLE CLOSER AT SALES PROCEDURE!
Make eye contact and smile- Remember first impressions are the most remembered impressions!
Acknowledge your customer / prospect by making eye contact and smiling, the customer will feel that he has
been acknowledged. Always offer a wholehearted “welcome”!
Feel and understand your customer’s needs- In order to identify with your customer’s needs, you must solicit
questions. Ask wide-ranging questions at first then ask more precise questions as you narrow down your
Look and suggest choices- Recommend choices to your customer / prospect by using what you have discerned
from the questions you have asked.
Handle objections- Everyone has an objection at first, get over it! An objection toward the end of the sales
process is often a sign that the customer / prospect doesn’t have the money, or you have sold him on
something he/she thinks is more than he/she can afford. As a last resort suggest a less expense model.
FIRST FEELING OF A BUSINESS / A PERMANENT IMPRESSION
© Copyright 2011 Docstoc Inc. registered document proprietary, copy not 2
REMEMBER FIRST IMPRESSIONS ARE THE MOST REMEMBERED
Much of a customer’s feelings about a business are made upon entering the front door! The customer will
observe if you look neat, clean, distracted, busy or goofing off.
1) Body Language- Watch your nonverbal body language. Make sure what you say is followed with the
appropriate body stance.
2) Behavior- Customers want to be treated as if they have value. Each customer is a potential sale.
3) Dress Code- Fellow the dress code and look professional!
© Copyright 2011 Docstoc Inc. registered document proprietary, copy not 3
MAKING SURE EVERY CUSTOMER IS TAKEN CARE OF SPEEDILY:
At times, the number of patrons shopping can be superior to the number of salespeople on the floor. This means
that salespeople must be able to “fluctuate” or “float” between customers. The rule of thumb is to acknowledge
each customer. Even if you are with another customer, you can make eye contact, and smile at the person whom
you have not yet gotten too. There are several ways to, “break away” from one customer to move to another. Here
are a few thoughts;
1) If you are working with a customer and another customer comes in the store; say “my name is _________ I
am going to speak to this customer, and I will check back with you in a few minutes”. This gives you an
opening to return to the sales process.
2) When you need to return to your first prospect; Just say, “Do you mind if I go check on the customer I was
helping? I think they might need some help, and I will be right back in a minute.”
© Copyright 2011 Docstoc Inc. registered document proprietary, copy not 4
PART OF WHAT MAKES MOST BUSINESSES SUCCE SSFUL IS THE ACCEPTING