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STEP STEP 55 – –

SELLING THE SELLING THE PRODUCTPRODUCT

(40 minutes In-store Training Programme)

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Customer Service– the HMR WayCustomer Service– the HMR Way

The Smart Shopper’s Surplus Depot

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ObjectivesObjectives

• Identify “Open” and “Closed” questions

• Identify effective questioning techniques

• Demonstrate effective questioning techniques

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Open Questions Begin With Key Questioning Words-

What are they?What are they? When What Where Why Who How

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What kind of computer do you need? Who are the intended user/s? What office applications would you want to

install? Why do you prefer Dell? How may I help you?

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Examples of Open QuestionsExamples of Open Questions

What type of generator do you need? Where will it be used? Why do you prefer generator this brand

over the other? When do you need the quotation/

proposal?

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Why is it Important to Why is it Important to Communicate Effectively With Our Communicate Effectively With Our

Customers? Customers?

Demonstrates a positive attitudeEnsures we understand the customers

needsBuilds customer loyaltyBuilds customer trustBuilds your self-confidence Builds and motivates team spirit by

supporting colleagues

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Why ARE Open Questions Effective Why ARE Open Questions Effective When Serving Customers?When Serving Customers?

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They help you establish the customer needs more effectively

You gain more information about the customer’s requirements

You are able to assist the customer more effectively

You are more likely to make the sale

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When Do We Ask A Closed When Do We Ask A Closed Question?Question?

To close the sale To help the customer decide

on their selection To check your own

understanding

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Review Objectives Identify “Open” and “Closed”

questions Identify effective questioning

techniquesDemonstrate effective questioning

techniques

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How will you implement this Step to improve communication with

your customers?

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Use Questions to increase sales ….

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Trainer’s Notes :Time 1 min.

• Welcome colleagues. • Ensure that all colleagues are ready to start the session.•Every session must be full of energy and highly motivational to encourage colleagues to improve their performance.

Trainer’s Notes :Time 2 mins.

• Today we are going to look at Questioning Techniques• At the end of the session you will be able to:

Identify open and closed questionsIdentify effective questioning techniquesDemonstrate effective questioning techniques

Successful sales colleagues all have one thing in common-They question effectively which enables them to clinch sales by encouraging customers to buy. This session aims to help you become more confident in your approach by showing you how to communicate and question effectively.

Slide 2

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Trainer’s Notes :Time 4 mins.

• Why is it important to communicate effectively with our customers?• Ask the question, discuss answers and summarize Answers should include:•Demonstrates a positive attitude•Ensures we understand the customers needs•Builds customer loyalty•Builds customer trust•Builds and motivates team spirit by supporting colleaguesDiscuss each point to ensure understanding

Trainer’s Notes (Time 4 mins.)Questioning Techniques•Ask •We discussed open and closed questions in step 2• What is the difference between open and closed questions?•Explain

•A closed question can be answered with one word usually yes or no.

• An open question needs to have more discussion and can be elaborated on.

• Ask•Give me examples of closed questions•Answers should include

•“Can I help you” ? Yes or No•“Do you like red? Yes or No

Open questions begin with key questioning wordsWhat are they:

• What, When, Where Who, Why and How

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Trainer’s Notes :Time 5 mins. Ask for examples of open questions. Involve the full team. Discuss answers to include:What kind of computer do you need?Who are the intended user/s? What office applications would you want to install? Why do you prefer Dell?How may I help you? What type of generator do you need?Where will it be used?Why do you prefer generator this brand over the other?When do you need the quotation/ proposal?

Trainer’s Notes :Time 5 mins. Ask why open questions are effectiveDiscuss answers and summarize•Answers should include

oThey help you establish the customer’s needs more effectivelyo You gain more information about their requirementso You are able to assist the customer more effectivelyo You are more likely to make the sale .

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Trainer’s Notes :Time 2 mins.

Ask the question, discuss answers and summarize• When do we ask a closed question? Answers to include• To finalize a sale• To help the customer to decide• To check your own understanding

EXERCISE 10 mins

•Split the group into pairs-one as the customer, one as the sales associate.•Customer to think of a situation when they may need Computer/ Generator/ Bathroom Fixtures/Sofa/ •Sales colleague establishes customer needs and helps them to buy, using open questions•Each person to take a turn at being the customer and the sales colleague and to use as many questions as possible•Select one or two to present their role plays to the main group.

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Trainer’s Notes :Time 2 mins.

• Who among you would be able to maximize sales by applying this Step?• Insert into the note section of your Workbook any sales you achieved this week using these techniques•Close the session and thank everyone.

Slide 9

Trainer’s Notes :Time 5 mins.

Review objectivesoWhat was difficult?oWhat was easy?oHow Can colleagues be more effective?

oWhy is effective communication important?

oWhat is the difference between open and closed questions?Give me some examples of open questions

oWhen would you use closed questions?

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