Consumer Buying Process
Communicating with customers
Show me the money
Feature-benefit selling
miscellaneous
100
Consumer will evaluate whether or not they made ​the right choice in buying the product. They will feel either a sense of satisfaction or disappointment.
What is the 5th step of the consumer buying process? (Post-purchase behavior)
100
“Hello, nice to see you today”
What is a greeting approach?
100
Obtaining a positive agreement from the customer to buy.
What is closing the sale?
100
Tangible aspects of a product.
What is a physical product feature?
100
Used when a customer buys goods/services that they have purchased before but not regularly.
What is limited decision making?
200
Consumer seeks possible solutions to the problem/need.
What is the 2nd step of the consumer buying process? (Information search)
200
“That’s a very nice cell phone you are looking at, may I tell you about its features?”
What is a merchandise approach?
200
“Which color handbag do you prefer?”
What is a which close?
200
Brand reputation, brand name, warranty, customer service.
What is an extended product feature?
200
"Would you like to purchase batteries for this remote control truck?"
What is Suggestion Selling?
300
Consumer weighs their options to find the most suitable for their needs.
What is step 3 of the consumer buying process? (Alternative Evaluation)
300
“How may I help you?”
What is a service approach?
300
“You seem to really like those jeans, can I ring you up at the register?"
What is a direct close?
300
A product’s intended use.
What is a basic product feature?
300
Used when there is little to no previous experience with the good or service.
What is extensive decision making?
400
Consumer chooses the product or brand that seems most appropriate to their needs. They proceed with the actual purchase itself.
What is the fourth step of the consumer buying process? (Purchase decision)
400
A concern, hesitation, complaint, or other reason a customer has for not making a purchase.
What is an objection?
400
“Everyone has been asking for these sneakers...these are the last in your size.”
What is Standing-room-only close?
400
When you point out a product feature and explain how it would benefit a customer.
What is a selling point?
400
Building a relationship with a customer, this can be through email or phone call after a purchase.
What is following-up?
500
Information already present in the consumer’s memory. It comes from previous experiences with a product or brand.
What is internal information?
500
Four steps to overcoming objections.
What is 1. Listen Carefully 2. Acknowledge the objection 3. Restate the objection 4. Answer the objection
500
If that toaster is a gift we can wrap it nicely and add a bow once your purchase it.
What is a service close?
500
"These slippers have memory foam in the soles."
What is a product feature?
500
The reason personal selling is different from other forms of promotion.
What is two-way communication?
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