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Note: The science of selling can be learned and applied easily if you
embody the above traits. JUST BELIEVE IN YOURSELF.
CONTENTS
1. Salesmanship Definition
2. Who are Customers
3. Facts About Customers
4. Types of Customer
5. Customers Reason for Buying a Product
6. Failure Factor of Sales People
7. Simple Attitude Test
8. 4 Belief System
9. Principles That Will Work To Any Type of Customer
10. Principles of Becoming A Good Salesman
11. Facts about Questioning
12. Principles of Listening
13. Words of Wisdom
SALESMANSHIP
Practice of investigating
and satisfying customer needs
through a process that is efficient,
fair, sincere, mutually beneficial,
and aimed at
long-term productive relationship.
EXTERNAL CUSTOMER
Types of customer
Based on unique behavioral attributes, customers are
of following types
Loyal customer
Discount customer
Impulse customer
Need based customer
Wandering customer
Loyal customer
20% of our customer base make up more than 50%
our sales.
Completely satisfied customer.
Keep returning to company.
customer experience > customer expectation
Loyal customer
Positive word of mouth.
You can , never do enough for them. many times, the
more you do for them, the more they will recommend
you to other.
Invest maximum time and effort to serve these
customer.
Discount customer
They shop our stores frequently, but make their
decisions based on the size of discount.
This category helps ensure your inventory is turning
over and as a result, it is a key contributor to cash
flow.
Discount customer
Merely satisfied customers, also show defection ready
to switch.
Chase low prices.
Milk these customers as
long as they are active or
in discount seasons.
Impulse customer
They do not come for buying a particular item at the
shop, but come into the store on a whim.
They will purchase what seems good at the time.
Maximize the profit on each transaction.
This is the segment we all like to serve.
Pursue fashion trends.
We want to target our displays towards these
customers.
Wandering customer
They have no specific need or desire in mind when
they come into the store.
They want a sense of experience or community.
They make up the smallest percentage of sales.
Although wandering customers cannot be ignored, the
time spent on them needs to be minimized.
Conclusion
Focus our effort on the loyal customers
merchandise our store to leverage the
impulse shoppers.
When products become so similar and technologies
are commonly available , CUSTOMER
EXPERIENCE is the only true differentiator.
To show off.
To solidify relationship.
To feel good.
To solve a problem.
Never ARGUE.
Never OFFEND.
Never GIVE UP.
Make them your FRIEND.
Never LIE.
Listening
Skills
Questioning
Skills
Move 3 matchsticks
to make 3 identical squares
Move 4 matchsticks
to make 3 squares
THANK YOU!!!