7 Steps of Selling


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Storyboard Text

  • Approach
  • "Good morning, miss! Welcome to Ulta Beauty."
  • Determine Needs
  • "I'm looking for some red lipstick for Christmas that doesn't smudge."
  • "What can I help you find today?"
  • Demonstrate
  • "Let me swatch this for you and you can see that MAC lipsticks don't smudge. See?!"
  • The salesperson greets the customer as they walk into the store. She is getting the customer's attention and creating a favorable first impression.
  • Answer Questions
  • "Are there other shades of red? I want a deep shade with purple undertones."
  • "Yes! MAC has dozens of shades to choose from, you can see them all on this shelf."
  • The sales lady asked the customer what she was looking for to determine her needs and she how she can help. Now, she can direct the customer towards the lipsticks and promote a successful sale.
  • Close & Suggestion Selling
  • "Ok! I'll take the MAC lipsticks!"
  • "Great! Would you like to look at lipliners that match your lipstick?"
  • "Thank you for shopping at Ulta! Have a nice day!"
  • The sales lady demonstrates to the customer the no smudge formula of the lipstick. Seeing the results first hand assures the customer it is a good choice for purchase. This feature benefits the customer to be long lasting.
  • Follow - Up
  • To: Sara Smith
  • ULTA Beauty
  • The customer objected to the color of the product and showed concern by asking a question. The sales lady professionally overcame this objection by answering her question and providing a solution that fit her needs.
  • The sales lady closed the purchase by selling the lipstick and suggested a product that went with it, the lipliners, as an additional purchase to add to the sale.
  • "No thank you."
  • To continue contact with the customer, a follow-up email was sent from ULTA Beauty to determine customer satisfaction. The email also includes an incentive to return to the store for further purchases.
  • Thank you for shopping at ULTA! Enjoy your new MAC lipsticks! If your product is defective or unsatisfactory, let us know. Visit our website for our return policy. Hope to see you soon during our holiday sale!
  • Loved your experience? Tell us on Facebook!
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