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MKT1017 Retail Sales Environment
Assessment 3 – Academic Report

In the following essay I am going to critically evaluate and assess current academic writing on sales skills and customer service. I am going to look deeply into how people have the correct skills to create good relationships with customers ensuring a successful sale and a happy customer. I will assess customer expectations and determine which social style inspires customers to express their own opinion and feel comfortable enough to buy.

There are three types of sales presentations. The first being standard memorised presentation, this covers specific selling points in a particular sequence and manner. The advantages ensure the complete and correct story will be told and provides the sales person with prepared answers to questions or objectives that might be raised. Its main disadvantages are that it may be too mechanical and artificial making it hard for people to participate in these presentations. In addition it cannot be used effectively if more than one product is being sold.
The second being an outlined presentation, which includes the most important sales points needed for the specific presentation which is less structured than the standard memorised presentation. Its advantages are that it feels more natural and allows more involvement for the participants. It offers flexibility therefore keeping people motivated and able to stay on track. Disadvantages are that the sales person may draw away from key factors or points raised.
The third being customised presentation, often requiring a customer needs analysis, depending on customers needs will be written or oral based. It is important for a sales person to be able adapt to the participants wants or needs.

A good sales person must know how the product will satisfy customer needs, they need to have good product knowledge and know

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