Free sample lesson · Retail and Sales · about 40 minutes
No login needed. A real lesson in the FI format: goal, learn, example, practice with answers.
Goal
By the end of this lesson I can greet a shopper, ask questions to find their need, explain benefits (not only features), and close a sale politely.
1. Warm-up (5 minutes)
Think of a time a salesperson helped you choose well, and a time one pushed too hard. Write one difference.
2. Learn: the five steps of a sale
- Approach – greet within a few seconds, give space: “Hi, welcome! Let me know if I can help.”
- Ask – open questions: “Who is it for?” “What will you use it for?” “Any budget in mind?”
- Present – turn features into benefits: “This phone has a 5,000 mAh battery, so it lasts all day without charging.”
- Handle objections – listen, agree with the feeling, give information: “I understand it’s more than planned. It includes a 1-year warranty, so no repair costs.”
- Close – ask for the sale: “Would you like to take the blue one today?” Offer a matching add-on only if it truly helps.
3. Worked example: a shoe store
Staff: Hi, welcome! Shopping for yourself today?
Customer: Yes, I need shoes for work.
Staff: What kind of work – are you standing a lot?
Customer: Yes, I’m a nurse, 12-hour shifts.
Staff: These have a cushioned sole and non-slip bottom, so your feet hurt less and you won’t slip on wet floors. Want to try a size?
Customer: They’re ₱3,200… a bit expensive.
Staff: I understand. They’re made to last about a year of daily shifts – that’s under ₱9 a day for comfort. Shall I get your size?
4. Try it yourself
- Turn this feature into a benefit: “This bag is waterproof.”
- Write two open questions for a customer buying a gift.
- What are the five steps of a sale?
- A customer says “I’ll think about it.” What can you say?
- Why should you not push an add-on the customer does not need?
Show answers
- “…so your laptop and papers stay dry even in the rainy season.”
- Examples: “Who is the gift for?” “What do they enjoy doing?”
- Approach, ask, present, handle objections, close.
- “Of course. Is there anything I can explain that would help you decide?” Then offer to hold the item or give a card.
- It breaks trust; customers who feel pressured do not come back or recommend the store.
5. Real-life practice (10 minutes)
Pick three products at home. For each, write one feature and turn it into a benefit with “so …”.
6. Check your understanding
Finish: A feature is …, a benefit is …
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