Introduction to Sales: From Closing to Upselling

Introduction to Sales: From Closing to Upselling

Contact information:

Education And Training Department American Rental Association 1900 19th Street, Moline, IL 61265 Phone: 309-764-2475 or 800-334-2177 Fax: 309-764-1533 Email: CERP@

This workbook is for educational purposes only. It is distributed with the understanding that the American Rental Association does not render any legal, accounting, management or other professional advice. If such expert or professional assistance is required, the services of a competent professional should be sought. Nothing herein is to be regarded as indicating approval or disapproval of any specific practice, price or product. In no event will the American Rental Association, the authors, the reviewers or the publisher be liable for any direct, indirect or consequential damages resulting from the use of this material. Copyright ? 2014 American Rental Association, Moline, Ill. All rights reserved. No parts of this publication may be reproduced or stored in a retrieval system or transmitted in any form, by any means electronic, mechanical, photocopying, recording or otherwise without prior written permission of the American Rental Association.

Table of Contents

Introduction to Rental Sales

Chapter 1

Module 1.1 Module 1.2

Chapter 2

Module 2.1 Module 2.2

Chapter 3

Module 3.1 Module 3.2 Module 3.3

Module 3.4 Module 3.5 Module 3.6 Module 3.7 Module 3.8 Module 3.9 Module 3.10 Module 3.11 Module 3.12

Introduction to Rental Sales...................................... 1

Structure of this Course............................................................ 5 Salesperson Fundamentals........................................................ 7

Characteristics of an Effective Rental Salesperson....................................................... 13

Attributes of an Effective Rental Salesperson.............................. 17 Essential Skills of an Effective Rental Salesperson........................ 25

The Rental Sales Process............................................ 51

Welcome the Client................................................................ 59 Listen to the Client and Ask Questions...................................... 63 Value-Added Selling: Educate Your Customers to Create the Best Event.......................................................... 69 Generate a Site Evaluation (if required)..................................... 75 Generate a Quote................................................................... 77 Review the Quote with the Client............................................ 81 Confirm the Reservation/Close the Sale.................................... 93 Confirm the Order with the Client.............................................. 97 Logistics and Event Production................................................... 99 Support the Event..................................................................... 101 Follow up with the Client After the Event.................................. 103 Evaluate the Event.................................................................... 107

Table of Contents

Introduction to Rental Sales

Chapter 4

Module 4.1 Module 4.2 Module 4.3 Module 4.4

Chapter 5

Module 5.1 Module 5.2 Module 5.3

Chapter 6

Module 6.1 Module 6.2 Module 6.3 Module 6.4 Module 6.5 Module 6.6 Module 6.7

Retaining Current Rental Clients........................... 111

Retaining Current Clients....................................................... 115 Communicating with Current Clients......................................119 It's All About Customer Service..............................................127 Resolving Problems with Clients............................................ 129

Getting New Rental Clients.....................................135

Build Your Company's Presence in the Community.................. 139 Identify and Call on Potential Clients...................................... 143 Invite Potential Clients to Your Store...................................... 151

Resources........................................................................153

ARA's Education and Training .................................................157 Forms...................................................................................163 Glossary...............................................................................167 Industry Related Organizations ..............................................169 Miscellaneous.......................................................................171 Recommended Reading.........................................................175 Websites...............................................................................177

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