No Thanks, I′m Just Looking: Sales Techniques for Turning Shoppers into Buyers

Foreword Richard Erhart x
<p>Acknowledgments xii</p>
<p>Introduction xiii</p>
<p>Chapter 1 Getting Your Act Together before You Take It to the Selling Floor 1</p>
<p>The Not–So–Fun Stuff 4</p>
<p>Customer Service Points 5</p>
<p>The Four Occupations of the Professional Retail Salesperson 19</p>
<p>The Daily Precheck 24</p>
<p>Hot Tips and Key Insights 31</p>
<p>Chapter 2 Opening the Sale 33</p>
<p>People Behave Reactively 35</p>
<p>Causing a Negative Reaction from the Beginning 36</p>
<p>The Primary Goal of Opening the Sale Is to Get</p>
<p>Past Resistance 37</p>
<p>Opening Lines 37</p>
<p>Opening Moves 41</p>
<p>Getting into Business: The Transition 44</p>
<p>Working Two Customers at Once 52</p>
<p>How Have You Been Opening? 54</p>
<p>Hot Tips and Key Insights 54</p>
<p>Chapter 3 Probing 59</p>
<p>Opening as Many Doors as Possible 61</p>
<p>Knowledge Is Power 62</p>
<p>Probing Questions 66</p>
<p>QAS 73</p>
<p>Logical Sequence 74</p>
<p>Logical Sequence Guide Chart 78</p>
<p>Switching Or Selling What You Have First! 78</p>
<p>Hot Tips and Key Insights 82</p>
<p>Chapter 4 The Demonstration 85</p>
<p>The Demonstration Follows What You Learned in Probing 87</p>
<p>Selling the Value That the Customer Wants 90</p>
<p>Creating the Desire for Ownership 94</p>
<p>Covering All the Bases 97</p>
<p>The Ultimate Demonstration Tool 101</p>
<p>Avoiding the Comparison Trap 109</p>
<p>The Expert Kills the Deal 112</p>
<p>Hot Tips and Key Insights 115</p>
<p>Chapter 5 The Trial Close (Otherwise Known as the Assumptive Add–On Close) 119</p>
<p>The Dreaded Close 121</p>
<p>Adding On 125</p>
<p>Constructing a Trial Close 131</p>
<p>Hot Tips and Key Insights 136</p>
<p>Chapter 6 Handling Objections 139</p>
<p>The Trial of Trial and Error 141</p>
<p>Why Objections Occur 143</p>
<p>Work with the Customer 146</p>
<p>The Smoke–Out 150</p>
<p>Handling the Price Objection 153</p>
<p>Hot Tips and Key Insights 159</p>
<p>Chapter 7 Closing the Sale 161</p>
<p>Intent Is Everything 163</p>
<p>Getting Started 164</p>
<p>Basic Closing Techniques 166</p>
<p>Handling Requests for Discounts 175</p>
<p>Turning Over the Sale 178</p>
<p>Buying Signals 182</p>
<p>Hot Tips and Key Insights 184</p>
<p>Chapter 8 Confirmations and Invitations 187</p>
<p>Buyer′s Remorse 189</p>
<p>The Confirmation: Cementing the Sale 192</p>
<p>The Invitation: Requesting Another Visit 194</p>
<p>Building Personal Trade 200</p>
<p>Hot Tips and Key Insights 206</p>
<p>Final Thoughts 209</p>
<p>Appendix: Retail Training Resources 211</p>
<p>About the Author 217</p>
<p>Index 219</p>