Title: Describe the steps of the sale.
Course: Entrepreneurship (12053-I) > Section: Developing Sales and Customer Service Skills

Description should include the following steps:

- Using pre-approach techniques.
- Approaching the customer.
- Determining the customer's needs.
- Presenting the product’s features, assets, and benefits.
- Overcoming objections,
- Closing the sale.
- Using suggestive selling.
- Building a relationship.

Pre-approach is the proper first step which includes background research.

Process/Skill Questions:

- What are the pre-approach methods? What factors determine the pre-approach method to be used?
- Why is the first impression important in the sales process?
- What are the steps in the service approach method of selling? The greeting approach method? The merchandise approach method? What are the advantages and disadvantages of each?
- How does the salesperson's approach affect the outcome of the sale?
- How do successful entrepreneurs use observation, listening, and questioning to determine customer wants and needs?
- Why are feature/benefit charts helpful tools for the successful entrepreneur?
- Why should the entrepreneur anticipate customer objections? Why is it important to answer customer objections? How can it be done effectively?
- Why should an entrepreneur be ready to close the sale at any point during the sales transaction? What is the simplest way to close the sale? What other methods can be effective?
- How does suggestion selling increase the customer's satisfaction with the purchase?
- What is the purpose of follow-up?
- What influences a customer's reasons for buying?
- How do the steps of the sale differ in online transactions?
- How can businesses use emerging technologies to assist with the steps of the sale?
- What is the difference between a feature and a benefit?
- What are signals that indicate that a customer is ready to start the sales process?
- What is the difference between an objection and an excuse? In what ways do poor customer service/sales techniques affect a sale?
- What effect can poor customer service have on sales and repeat business?

Teacher Resources:

- FBLA Competitive Event: Sales Presentation
- DECA Competitive Event: Professional Selling
- DECA Competitive Event: Hospitality and Tourism Professional Selling
- DECA Competitive Event: Financial Consulting