8 - Customer Service Training Guide
The Five Stages of a Sale
1) Greet and Appraoch
2) Determine the Needs and Wants
3) Features and Benefits
4) Handling Objections
5) Closing the Sale
Greet and Approach
It only takes SEVEN SECONDS for a customer to gain a first impression of the store and the staff, therefore it is vital for you to greet each customer is a friendly and welcoming manner so they immediately feel relaxed and comfortable in store. First impressions last! So you need to SMILE and acknowledge every customer.
The purpose of approaching a customer is to start a conversation and begin building a rapport. If you approach a customer, they will feel more comfortable asking you for help as they know your eager to help them.
When you do approach, you need to ensure you do so in a friendly manner, always with a smile. You need to have GOOD BODY LANGUAGE and make EYE CONTACT with the customer, they need to feel like you’re interested in helping them. You need to LISTEN and not be too pushy during the sale.