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Show

Know Your Products & Involve Your Customers
Once you’ve greeted your customer and asked great questions to identify their needs,

you should show them products on the showroom floor to meet their needs, and
demonstrate the key features the customer told you they needed earlier. Your product
knowledge will kick into high gear now, as you show the customer the volume button on a

remote, how to locate the 3D switch on a TV, explain what the cycles on a washer mean
or how much ice the freezer makes on a specific refrigerator. Be careful not to overwhelm

your customer though—keep your demonstration to a couple of product options based
on their needs and a couple of key components / features that they’re interested in on
each product. WELCOME & ORIENTATION / TRAINING ROADMAP

Then, allow the customer to try things out. Understanding what the controls feel like or
how they might use the product on a daily basis is extremely helpful in the customer’s
decision-making process. Remember, this experience is ALL about the customer’s

needs. Based on the customer’s response, you can continue to Ask and Show as needed.

Matching Game Definitions

Match these four important “points • Allowing the customer to try it themselves
to remember” in the Show phase with lets them test out specific features that are
their definition. Draw a line from the important to them.
phrases (below) to the correct definition • Trying to cram too much information in
on the right. during the Show stage could mean a lost

Phrases sale. Keep the options simple and be sure
to demonstrate only the key features the
customer was interested in (unless
➊ Be prepared they ask for more).

➋ Involve the customer • These questions can range from product
questions to delivery, pricing, service—you
➌ Be ready for customer questions name it. Just because you’re demonstrating a
product doesn’t mean those questions won’t

➍ Don’t overwhelm the customer come up—and you’ll need answers.
• Having the product knowledge to back
up the banter is key to having a successful
demonstration.

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