The document provides an overview of the four phases of the retail sales process: 1. Greeting - Establish a positive connection with customers through a genuine smile and greeting without pressuring for a sale. Ask open-ended questions to understand customer needs. 2. Qualifying - Use probing questions to uncover the customer's problem and needs in order to prescribe the right solution. Convert needs into wants that the product can fulfill. 3. Presentation - Highlight product benefits using features and how they address customer needs. Present at least two benefits for every feature using techniques like FAB (Feature-Action-Benefit). Be prepared for objections by validating concerns and returning to benefits. 4.

1. RetailSalesTraining-Salesisaprocessthatcanbetaught.
Presentedby
PushpRajkavi

2. •RetailSelling.
•Thiscoursewillgiveyouanoverviewoftheentirestructureofproper selling.

3. Greeting
Qualifying
Presentation
Closing
Whatarethefourphasesofsales?
4

4. Howmanytimeshaveyouheardthesewordsfrom‘sales’peopleata
retailstore?
Phase1:Greeting
Hi!CanIhelpyou
Areyoulookingforsomething
MayIhepyou
Whatistheanswerthatalmosteveryonegives?
Thanks,IamJUSTLOOKING!

5. Phase1:Greeting
Why?Whatisthe
AnsweristoestablishPOSITIVEconnection.

6. Whydoyouthinkmostofthetimes thesegreetings always endwiththesameanswer?
Thanks,Iamjustlooking.
Maybecustomerisnotwillingtoshareortrustyou.Customerthinksthatyouwillonly
pushyourownproduct.
Whatshallbedoneinthiscase?
Neverstraightawayjumptosalespitch.Alwaysgreetandstartwithageneraldiscussion
andunderstandthecustomerneedandbrandpreference.
Phase1:Greeting

7. ProperGreetingTechnique.
Whatshouldbetherightlocation:
Alwaysplaceyourselfwellinsideyourstoreordepartmentwhere
youdon’tblockcustomerentry.Customershouldbefreetomove
aroundandhavealook.
Phase1:Greeting–Yourlocationmatters

8. ProperGreetingTechnique
GenuineSmile!
“GoodMorning,WelcometoXYZstore.MayIdirectyoutosomething?”
Atthispoint,let’sconsiderthetwomostcommonresponses.
Response1
Customer:Yes,couldyoutellmeaboutproductx?
Thiscustomerhasaskedtoseeaspecificitemandyoucangodirectly intophasetwoof
thesalequalifying.
Phase1:Greeting

9. Response2
Customer:Iwouldreallyjustliketolookaround.
Salesperson:Pleaselookaroundtoyourheartscontent, butifyou tellmewhatyou’re lookingfor,I’ll
begladtotellyouwhereitislocated.
Note–Youhavenotdisturbedthecustomerandhavealsoofferedyourhelp.Thiswillhelpin
revealingtheneedandbuildingthetrust
Phase1:Greeting

10. Response1Your Product
Customer-Canyoutellmewhereyouhave
BrandX.Ihavebeenlookingforit.
Salesman-Itsrightbackhere.Letmehelp
you.
Action–Showtheproduct.Askthe
customerifheneedssomehelpandmoveto
qualifyingphase.
Response2-Competition
Customer-Canyoutellmewheredoyouhave
BrandY.Ihavebeenlookingforit.
Salesman-Itsrightthere.Letmehelpyou.
Action–Movewiththecustomerandhelphim
showtheproduct.Keepaskingshortquestionsto
revealhisneeds.
Firstshowthecustomerwhatherequested for,
thenplaceyourproductalsotoshowhowyour
productcanbemorebeneficial.USEFAB
technique.
Phase1:Greeting–YourActiontowardsresponses
Response3-Open
Ummamjustlookingforaphonefordaily
use.
Action–Useyourprobingskillsandask
openendedquestionssothatyoucanshow
himtherightproductorcanpitchyour
product.

11.  Smile–Itwillalways establishapositiveconnection.
 Location–Neverblocktheway.Letcustomerexplore.Customershouldnotfeela
threatthatyouwilltrytosellonlyyourproductwhichwillbeofnobenefitforhim.
 Generaldiscussion –Neverjumptosalesdirectly.Alwaysaskhowcanwehelp.Don’t
directlyshowyourownproductbutratherstartwithneedidentification. Respect
thecustomers requestandpreference.
 Therealsecretofthegreetingis–Iwilltrytotellyouwhereitislocated.Try
impliesthatyouwillonlybegivingdirections.
Phase1:Greetingsummary

12. How?
 Thesalespersonmustdetermine
thecustomer’s problemandneed
toprescribeasolution.
 Uncoverthecustomer’s needand
thensatisfythisneedwiththe
yourproductbenefits
 Convertaneedintoawant.
Phase2Qualifying

13. UseProbingfunction
 Itallowsyoutoguidethecustomerto
revealhisneeds.
 Witheffectiveprobingskills,youtake
controlofthesales.
Phase2Qualifying

14. ExamplesofProbingQuestions:
 WhowillbeusingthisX?
 Whattypeofproductdoyouhavenow?
 Whatdoyoulikeaboutyourcurrentproduct?What doyoudon’tlikeaboutit?
 Havetheyseenanything theylikedintheirfriendsproductorelsewhere?Whydidtheylikeit?
 Howoftendoyouuseyourproduct?Whatdoyoumainlyuseitfor?
Exploreallareastheproductmightbeusedfor–especiallythosewhichhavenotoccurredtothecustomer.
Phase2Qualifying

15. Themoretimeadoctorspendsaskingyouquestionstodetermineyour
problemandexplainstheprescribedcurethemoreconfidenceyouhave
inthem.
Thisisexactlythesameinretailselling!

16. Uncoverneeds
Probe
Providesolution.
QualifyingSummary

17. Phase3Presentation
Now,youaregoingtostartselling,tillthis
momentyouhaveonlydeterminedthatwhatyou
willbeselling.
Ittimetotakeouttheproductandstartselling
thebenefit.
Foragoodpresentationyoushouldknowyour
productandcompetitionverywell.

18. WhyProductknowledgeisimportant
Becauseitgivesyouthetwokeyelementsofsuccessful selling.
CONFIDENCE - Can you imagine a successful salesperson who is not fully aware of his product. You
will feel confident if you know every details about your product and competitors. Gives you power
forobjectionhandling
ENTHUSIASM -Goodproductknowledgehelpssalespersontomakethecustomerseetheproductas
hesees.

19. Themorefeatures,themorebenefits.
Featuresneedtobetranslatedintobenefits!
Neversellfeaturesbutsellthebenefits.
AlwaysuseFABorBAFtechniques.
Phase3Presentation

20. OrganizingThePresentation
Featureactionbenefit(FAB)
In this method, you start with the feature and explain its action and then come up with the
benefit
Benefitactionfeature(BAF)
In this method of organization, you start with the benefit and then prove it with the action and
relatethisactiontothefeature.

21. Phase3PresentationSummary
Showhowyourproducthasovercomethose
featuresthatwereundesirableonthe
customer’soldproduct
Makeitclearthatyourproducthasthe
featuresthecustomerhasstatedtheywould
likeontheirnewproduct.
Neverignoreacustomer’sgenuinestated
need.
Donotarguewithacustomerordirectly
contradictacustomer.
Useanyandallsalestools(workingdemo)or
materialsavailabletostrengthenyour
presentation.
Yourproductisyourscript.Startbypointing
outvisiblefeatures,thenproceedtoinvisible
features.
Presentatleasttwobenefitsforevery
feature.
Neverknockoneofyourotherproductsor
competitors.

22. Phase3.1Objections
DuringthePresentationphasecustomersmayexpressconcernsor
objectionsaboutbuying.
Validatetheobjection-Alwaysvalidatetheobjectionandneverargue
ordisagreewiththecustomer.ASKaquestion!Thebestwaytodealwith
anobjectionistoaskaquestion.Treattheobjectionasquestionsand
uncoverthesolution.
Returntopresentingbenefits!
PriceObjectionsarethemostcommon.Rememberbyprovidingnumerous
benefitsyouarecreatingaperceivedvalueandreturnoninvestmentof
yourproductandcompany.PricevsCost.
Objectionsareactuallybuyingsigns

23. 1-Misconception
Anincorrectnegativeassumptionaboutyourproductduetoalackofinformationorthemisunderstandingof
information.
Action:
Providethecorrectinformationtosatisfythecustomer
Phase3.1-CommonObjections

24. 2.RealObjection
Alegitimateshortcomingordisadvantageofyourproduct.
Action:
1. UsetheYES…BUTtechnique.
2. Minimizetheobjectionbymaximizingtheothergreatbenefitsofyourproduct.
3. Trytopositionyourproductinanindicationinwhichitsdisadvantageisnotofgreatimportance
Phase3.1-CommonObjections

25. 3.LackOfInterest
Itisachallengingsituationandwhenyoupassit,youwillenjoysuccess
1. Disinterestinyourproductbecauseofsatisfactionwithacompetitorproduct.
2. Itisthemostcommonsituationinthefield.
Action:
1. Expressyourproductadvantagesandbenefitsoverthecompetitor.
2. Supportthisstepwithmorebenefits.
Phase3.1-CommonObjections

26. 1. Customerstakedecisiontoacceptorrefuseproducts.
2. Greetandstartfocusingonnextcustomer
4.Acceptthedecision
Phase3.1-CommonObjections

27. Phase4Closing
The NA=GA Close – NA=GA stands for Needs Assessment gets you answers –In this technique you are reiterating
thereasonsyouhaveassessedwithyourpresentationandqualifyingstagesandturningitintoaclose.
Example: “I know from our discussion that this product is going to give you the X and Y function you wanted and will give you the
durabilitythatyouwanted. Let’swriteitupthen.Howdoyouwanttopayforthisthen?
Ifyouhavefullyfollowedthesequenceofprovidingbenefitsandproperlyqualifiedthecustomersneeds,thisclosing
techniquewillbeawaytoensureyouhavemetallofthecustomersneeds.

28. Phase4.1-PostSale
•Offerthecustomeryourcardandmentionthefactthat
youhopetheythinkofyoufortheirfuturemobileneedsor
questions.
•Ifyoucapturepersonaldataonthecustomersuchasan
address.Sendathankyoucard.Youwillalwaysbe
rememberedandcanbuildacustomerforlife.
•Dofollowupcallstoensurecustomerissatisfiedwiththe
productandifheneedsanyassistance.

29. Happy Selling.
“”Best practice helps in great sales.””