Topic 6: B2C Sales

Question 1

non-verbal percentage

Answer 1

93%

Question 2

sensory forms

Answer 2

visual (40%), auditory (40%), kinaesthetic (20%)

Question 3

searching their needs SPNCMF

Answer 3

• Security
• Pride
• Novelty (curiosity, dream)
• Comfort (convenience)
• Money
• Friendliness

Question 4

the inquiring question

Answer 4

• it allows you to provide more thoroughness about your shopper’s thoughts
• it is made so as to provide more information on the issue, to know more about it
• it is used following an open question
• it often starts with:
  
  • when
  • why
  • what do you mean by
  • could you explain to me
  • regarding

Question 5

select the products to be shown

Answer 5

never show one, max. 3

Question 6

list of reasons adapted to the customer

Answer 6

• rational reasons (technical, thoughtful, ex. quality, price)
• irrational reasons (fashion, sentimental emotions, ex. colour, aesthetics)

Question 7

how to deal with customers making objections (4)

Answer 7

• make questions to bring down the objection
• illustrate in concrete terms the proposed advantages
• clear away the misunderstanding, explain again
• go back to the customers priority needs

Question 8

sandwich technique

Answer 8

give the price priced by a characteristic and followed by an advantage the is appropriate to the customer’s needs

Question 9

division technique

Answer 9

divide the price by an element (time, quantity, or other) minimizing the purchase price and making it more attractive

Question 10

alternative technique

Answer 10

• between two products

Question 11

relativization technique

Answer 11

• sell the function, its use

Question 12

confidence technique

Answer 12

• revel to the customer the price components