There is a standard scheme for product sales that is suitable for all areas of the retail market. It can be used in B2C telephone sales scripts and when using active sales techniques. Let's look at this scheme.
Step 1: Establishing Contact
First, the seller must get to know the potential client. Much will depend on how this stage is completed correctly.
The first thing you need to do is make the right impression. You can't start trading without getting acquainted. So first create an atmosphere in which the interlocutor will feel comfortable.
Stages of B2C sales
Examples:
For the sales area. "Hello, my how overseas chinese contribute to business in the usa name is Ivan. If you have any questions, you can ask me." You can start telling about the product no earlier than the visitor shows interest and asks you about it.
For sales by phone. Also, we do not impose anything, but you can offer help: "Hello, this is the company "Auto Parts", I am your manager, Ivan. Can I help you with something? "
For cases when the buyer has placed an order and the seller calls back: “Hello, this is the “Auto Parts” store, my name is Ivan, let’s clarify the order details.”
Communication should be done in a friendly manner and always with a smile. It is also necessary when talking on the phone: the speaker's intonation becomes completely different (most suitable for the B2C sales sphere).
The main goal at the first stage is to create an atmosphere of trust and arouse the person’s sympathy.
Step 2: Identifying Needs
In a standard sales scheme, this is the longest, most difficult and most important work. If you do it right, your chances of closing a deal and getting a regular customer will be significantly increased.
The secret to success is in the correct construction of questions. Keep in mind that the interlocutor should feel comfortable, not like he is being interrogated. Therefore, prepare him for the dialogue. For example, like this: "Let me ask you a few questions to better understand what you want to find."
After receiving consent from the client, ask questions aimed at identifying the necessary nuances.