• Unit 4: The Approach

    Up to this point in our discussion, we have researched and learned a lot about our potential customers. You will have your first encounter with a prospective customer during the approach. You may not be sure what they will say; this can be a little nerve-wracking. You must trust in yourself that you have prepared for this interaction. Like the start of any relationship, this is an opportunity to create a sound foundation. In this phase of the sales process, you can make a great first impression and establish rapport with the customer. In this unit, you will learn about the importance of making a good first impression, the six Cs of the sales approach, how to dress for the meeting, how to start on the right foot, how to best approach the particular selling situation, and how to overcome obstacles in getting that appointment.

    Completing this unit should take you approximately 3 hours.

    • Upon successful completion of this unit, you will be able to:

      • apply strategies salespeople use to make a great first impression on a customer;
      • analyze strategies salespeople use to establish a good rapport with a customer; and
      • distinguish between appropriate and inappropriate strategies for establishing rapport.

    • 4.1: Making a Good First Impression

      You only have one chance to make a good first impression. They are formed quickly, difficult to change, and have a long-lasting effect.

      • Six Cs of Making a Good First Impression Page

        This section will teach you the importance of making a good first impression. First impressions have a long-lasting effect and can be difficult to change. Pay particular attention to the six Cs, or points to remember before and during your sales approach. The six Cs are confidence, credibility, contact, communication, customization, and collaboration. Complete the three exercises at the end of the section, considering the impact that the six Cs have in your approach.

    • 4.2: Establishing Rapport

      People like to buy from people they like, so if you can establish rapport and find common interests with your customer, you may gain an advantage over your competition.

      • How to Start Off on the Right Foot Page

        In this section, you will learn some pointers to help you start the relationship positively. Complete exercises 5, 6, and 7 at the end of the section.

    • 4.3: What Not to Do

      In this phase, you want to make a great first impression. Do not say anything that could be interpreted as offensive. Do not share your political or religious views. You want to connect with your prospect on a personal level. Be aware of cues in their office that may signal their interest. For example, if you see a diploma on the wall or a picture of their family, having a conversation around that is a good way to connect personally.

      • What Not to Do on a Sales Call Page

        This narrated presentation provides insights into some common actions to avoid when meeting with a customer. Avoiding these actions will improve your ability to meet the needs of your customer.

    • Unit 4 Study Resources

      This review video is an excellent way to review what you've learned so far and is presented by one of the professors who created the course.

    • Unit 4 Assessment

      • Unit 4 Assessment Quiz
        Receive a grade

        Take this assessment to see how well you understood this unit.

        • This assessment does not count towards your grade. It is just for practice!
        • You will see the correct answers when you submit your answers. Use this to help you study for the final exam!
        • You can take this assessment as many times as you want, whenever you want.