Small Business Ownership & Management Model

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Unit Originally Created By: Mike Morris

Professional Selling

Part of Course: Small Business Ownership & Management Model

Unit Overview / Details

Students study Abraham Maslow's Hierarchy of Needs before being introduced to the concept of Customer Service and its important for a business. They examine how to create customer loyalty, how to determine the needs and wants of customers, and how to deal with difficult customer personalities. Students will role play both in-person and telephone customer service scenarios and distinguish between differing concepts for product quality (from producer, manufacturers and consumers' perspective) and actively promote sustainability through advocacy and actual choices.

Instructional Hours

Unit
17 Hours

Contents/Concepts

 

  • explain how Maslow's Hierarchy of Needs can affect Target Market and Products/Services.
  • apply Maslow's Hierarchy of needs in a salesperson-customer relationship.
  • develop strategies and techniques for determining the needs and wants of customers.
  • practice providing customer services through phone calls, business letters and emails.
  • study how to solve problems in order to reach a win-win outcome for the customers.
  • Understand that consumers can have influence on the way goods are offered in the marketplace.
  • Acknowledge the need for responsible product choice.
  • Demonstrate concern for the environment, human rights and social justice.
  • Illustrate the influence our choice for products and services has on business and the market. Identify valid labels for sustainable products.

Standards

Lessons in this Unit

  • Applying Maslow's Hierarchy of Needs to the Sales Process.

    Students study Abraham Maslow's Hierarchy of Needs.  In teams, they determine common or popular products or services, as well as the target market, for each of these needs.  Students, in teams, create a multi-media PowerPoint Presentation in which they take the audience through each of Maslow's hierarchy of Needs by showing the target market, products or services directed at that need, and advertisement (commercials, Internet Ads, magazine ads) trying to sell by fulfilling those needs.  

    As a follow-up, students, in teams, create another multi-media PowerPoint Presentation by selecting one product or service and showing how the advertising changes for each target market in Maslow's Hierarchy of Needs.

    Classtime
    10 Hours
  • Determining the Characteristics of a Good Salesman

    Students examine the different characteristics of being a good salesman.  They practice listening skills and asking the right questions.  They examine honesty, customer service, and the reason for follow up calls.  As a final project, students, in pairs, role play the salesman-customer relatioinship with students going through the steps of being a good salesman.

    Classtime
    15 Hours
  • Identify the steps of the selling process.

    Students examine the different steps of the selling process.

    1.  Planning and preparation
    2.  Opening
    3.  Questioning
    4.  Presentation
    5.  Overcoming objections/negotiating
    6.  Closing
    7.  After-sales follow-up.

    Students, in groups, prepare a sales presentation in which theyrecommend bringing in a fast food restaurant to supplement what the school cafeteria already provides.  One choice will be made.  Students, in their groups, are competing against each other.  They need to research and decide what's best for all students in making their presentation. 

    Class Time
    15 Hours
  • Demonstrating Effective Customer Service Skills

    Students are introduced to the concept of Customer Service and its important for a business. They examine how to create customer loyalty, how to determine the needs and wants of customers, and how to deal with difficult customer personalities.  As a final project, students will role play both in-person and telephone customer service scenarios.  This lesson makes effective use of the commercial moneyinstructors.com website.

    Time
    6 Hours
  • Making Sustainable Consumption Choices

    Students are able to distinguish between differing concepts for product quality (from producer, manufacturers and consumers' perspective) and actively promote sustainability through advocacy and actual choices.

    90 minute classes
    2 Class Periods