The document provides guidance on different aspects of sales including greeting customers, identifying wants and needs, addressing objections, closing the sale, accepting payments, and handling complaints. It emphasizes the importance of being warm, authentic and welcoming customers into your store. It also outlines different greeting phrases, ways to discuss product features and benefits, common objections and how to respond to them, language for closing a sale, and steps for resolving 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