Sales, complaints.

2. Lesson one
Monday 14th November 2011

3. Hello!
Good morning!


6. Can I help you?
Just looking!


7. Be nice
Be authentic and warm

8. Your shop is your home
Welcome your client to your space


9. Connect
So you can help.

10. Sales
Pre-approach
Approach
Wants and needs
Features and benefits

11. Sales
 Pre-approach
 Hello!

12. Hello!
Good morning!


13. It’s a nice day, isn’t it?
Yes, so sunny!


14. What do you want?
Nothing, I’m fine.


15. How are you today?
Fine, and you?


16. Good afternoon,
welcome to Zapatitos!
Feel free to look around
and I’ll be right back.

17. Greetings
 Hi!  Good morning!
 Hello!  Good day!
 How are you doing  Good afternoon!
today?
 Good evening!
 How are you?
 How are you this
evening?

21. Sales
 Wants and needs
 Features and benefits

22. It has… so you…
Feature / benefit
So what?

26. Sales
 Objections  Handling of objections
 I need to think about it  Ask questions
 I can’t afford it  Credit / Value
 It won’t work for me  Show examples
 I don’t believe you  Raise credibility
 I don’t need it now  It may not be available
later

27. It’s too expensive
Value
Price vs other costs

28. 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)

29. Sales
 Payment
 Credit card
 Cash

33. Complaints
Listen
Acknowledge
Solve
Thank

34. Complaints
 Listen
 Can I speak to the owner?
 Acknowledge
 Apologise
 Solve
 Refunds
 Exchanges
 Thank

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

39. 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