the approach methods
handling customer objections
closing the sale
glossary definitions
returns & exchange
100
may include an introduction of ones self; may be combined with service or merchandise approach.
What is greeting approach
100
a technique of handling objections in which the objection comes back to the customer as a selling point.
What is boomerang
100
used when a product is in short supply or when the price of the product will go up in the near future.
What is standing room only close
100
additional related merchandise items that create complete outfits.
What are add-ons
100
the replacement item is the same price as the returned item.
What is even exchange
200
appropriate method to use when the customer has already decided what to purchase.
What is service approach
200
a technique of handling customer objections that provides proof and accurate info in answer to objections.
What is direct denial
200
the salesperson simply asks the customer for the sale (ex) "would you like to put this purchase on your charge?"
What is direct close
200
getting a commitment from the customer to buy the merchandise.
What is closing the sale
200
replacement merchandise sells for more or less than the returned item.
What is uneven exchange
300
includes comments or questions about the merchandise that a customer is looking at or handling.
What is merchandise approach
300
when a previous customer or another neutral person who can give a testimonial about the product when the customer has an objection.
What is third party
300
explains services that overcome obstacles or problems. (ex) "may i gift wrap this for you?"
What is service close
300
customers who know exactly what they want to buy and why they want to buy it.
What is decided customers
300
certificate that entitles the customer to buy an out of stock advertised special at a later time at the same advertised price.
What is rain check
400
considered the most effective method of approach.
What is merchandise approach
400
technique of handling objections by showing one or more features of a good or service.
What is demonstration
400
encourages a customer to make a decision between two items. (ex) "which do you prefer?"
What is which close
400
a deferred purchase agreement in which the store sets aside the customers merchandise until the customer can fully pay for it.
What is layaway
400
partial return of the retail price for merchandise the customer has kept.
What is allowance
500
considered the least effective method.
What is service approach
500
technique of handling customer objections in which the customer is questioned in an attempt to learn more about the objection raised.
What is superior point
500
the salespersons first attempt to close the sale.
What is trial close
500
the honest reasons that a customer hesitates to buy.
What are objections
500
merchandise returned for a refund or a credit on account.
What is return
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