Title: Describe the steps of the selling process.
Course: Principles of Business and Marketing (12051-36) > Section: Exploring the Core Concepts of Business and Marketing

Description should include the steps of the personal selling process:

1. Use pre-approach techniques.
2. Approach the customer.
3. Determine customer needs and wants.
4. Present the product or service features as customer benefits.
5. Answer questions and overcome customer objections.
6. Use suggestion selling.
7. Close the sale.
8. Complete the transaction.
9. Apply follow-up, relationship-building strategies.

Process/Skill Questions:

- What is the significance of the order in which the steps are listed?
- Why is each step important? What might be the consequences of neglecting a step?
- What role does prior product familiarity and company knowledge have in the selling process?
- What are some styles of approach, and what are the benefits of each?
- Which questions might be asked to determine customer needs and wants?
- What is the difference between a feature and a benefit?
- What are some signals that indicate that a customer is ready to start the sales process?
- Why is product knowledge an important tool when addressing customers’ needs and wants?
- What is the difference between an objection and an excuse?