Sales Process and Selling Skills
This domain covers the steps from greeting to after-sales service, with questioning, listening, presentation and closing skills. The exam tests orderly selling and ethical persuasion.
Core rules and concepts
- Typical steps: preparation, greeting, needs discovery, product presentation, objection handling, closing and after-sales follow-up.
- Use open questions to explore needs and closed questions to confirm details.
- Active listening means attending, paraphrasing and checking understanding.
- Handle objections by acknowledging, clarifying and responding with relevant evidence.
- Upselling offers a higher-value option; cross-selling offers a related product.
Worked example
A customer compares two mixers and says, “I only make small batters.” The associate asks about weekly use, counter space and budget, then recommends the smaller model with the needed warranty. Reasoning: the need is small quantity and limited space, so a larger model adds cost without benefit. The associate confirms the choice, explains care, and closes by asking whether to bill it. This is needs-based selling, not feature dumping.
Traps that cost marks
- Presenting every feature before understanding the need.
- Treating an objection as an argument to win.
- Using a pushy close after a clear “no”.
- Overpromising delivery or performance.
Key points
- Follow a clear sales sequence.
- Discover needs before presenting.
- Acknowledge objections and clarify them.
- Close only after value is agreed.
- After-sales service supports repeat sales.