Make Eye Contact
Be confident in yourself & your product knowledge
Customers appreciate direction and, once greeted, are
more likely to engage with the salesperson during the
1. “Good morning/afternoon/evening”
2. “Welcome to our shop”
3. “Can I help you find anything?”
4. “Hi there, what brings you here today?"
Start with your name
Stat your position within your company/store
Introduce your company
Tell them you’re here to help them today to help find
what they are looking for.
Don't Forget About Body Language - Especially when
your job is in retail, don't approach with arms crossed.
As a sales rep, you need to build trust with your
customer. Buyers need confidence that you understand
their buying needs.
Discover the customer’s needs then effectively
communicate how specific products offer an affordable
& satisfactory solution to those needs
Get your customers talking and keep them talking by
asking them open-ended questions.
Open-Ended Questions Examples
1. “How much are you willing to spend?”
2. “What did you want to talk about today?”
3. “What other factors have we not discussed?”
4. “What are your concerns?”
Describe how your product or service is different from
others who offer similar products.
Focus on how your product is unique.
It is important to translate the product's features into
benefits for the customer.
The product information should be informative, true and
complete. It should give the prospective buyer all the
information they need.
You must share your excitement about the product or
It is difficult to develop interest without excitement.
It shows the customer you care about the products and
services that you are offering.
Ask Questions during the sale - When you ask
questions about what the customer wants or needs,
you show the customer that you care.
Ask can you take notes – this shows that you are
listening to what the customer is saying.
The information the customer is giving you is far more
important than anything you have to say to them & will
help you during your sale.
Don’t assume that your buyer will automatically know
what you’re talking about (company terminology) so
use simple language while selling.
People will ask you questions that you may not always
know the answer. Don't guess if you don't know the
ASK FOR THE SALE
ASK FOR THE SALE
Once you ask for the sale, stay quiet as this will force
the customer to make a decision.
A lot of salespeople forget to ask for the sale.
So always when closing the sale, make sure to ask
your customer for the sale.
STOP selling after the customer gives you buying
If you continue to offer them options, they may become
unsure about their purchase.
A common mistake that can lose a sale is to continue to
sell and offer products/services after the customer has
already indicated that they are willing to make the
To help with closing the sale, show the customer your
final proposal in writing as it shows the customer
exactly what they are getting.
People react better to things they see.
Add-on, Upsell & Cross-Sell
Once the customer agrees to buy…
Add-on, Upsell or Cross-sell - You are doing the
customer a service.
Be sure to Add-on, Upsell or Cross-sell only something
the customer needs and will benefit from.
Stay confident, no matter how difficult the close
becomes, being a salesperson is all about staying
Even if you can't close a sale, still make the customer's
experience a pleasant one. If they don't buy from you
today, they may come back.
Following up is an important aspect of closing a sale.
Follow-ups build trust & relationships with your
Follow-Ups show customers that the
business/salesperson appreciates them.
Maximize long-term sales volume.
If a sale has not been made, it may lead to a sale.
Send a thank you letter/email or make a phone call.
Make sure it includes:
1. Thank the customer for their purchase.
2. Means to contact you in case of an issues via phone
3. Offer/Suggest additional products the customer might
4. That you look forward to dealing with them again.