BOILS DOWN TO: 

 1. Making a good first impression (you get 27 seconds)

a. Grooming

b. Smiling/friendliness

c. Courtesy

d. Repeating your customer’s name

2. Product knowledge (yours and your competitors’ products)

a. Become an expert

b. Builds confidence (your own and your customers' confidence in you)

3. Asking purposeful questions (to become a “solutions provider”/”problem solver”):

a. Non-threatening

b. Information provoking

c. Relationship building

4. Purposeful listening:

a. Verbal and Non-Verbal communication (using your ears and your eyes)

i.     Body language (usually more telling and honest than verbal)

ii.     Voice intonation and emphasis

b. Information gathering and cataloguing

5. Educated presentations:

a. Matching your product’s attributes (from Step 2) to the customer’s needs and wants that you have learned (from Steps 3 and 4).

b. Be a “solutions provider”/”problem solver”

6. Asking for the order at all opportunities:

a. “ABC” = Always Be Closing

b. Explore “add-on” opportunities (additional sales)

7. Asking for referrals:

a. Ask for introductions and/or approval to use your customer as a reference

8. Providing exceptional customer service:

a. Strive for 100% satisfaction

b. Consistent follow-up to monitor results

c. Solve problems with haste and ownership

d. Become your customer’s “Go To” resource

e. “ABS” = Always Be Selling (look for new opportunities to increase sales)