Selling
overview
(ch.12)
overview
(ch.12)
help customers make satisfying buying decisions with ongoing relationship
Selling
Logical reason for making a purchase
Rational motive
objection returned as a selling point
Boomerang Method
encouraging a customer to decide between two items
Which Close
A salesperson says to a customer, “I’ve had many customers express the same concern you’ve just stated.” What step of the basic strategy for handling objections does this comment represent?
a. answering c. restating
b. listening d. acknowledging
acknowledging
little or no previous experience with an item
Extensive Decision Making
locating potential customers without checking leads
Cold canvassing
vocabulary used with industrial buyers
Jargon
can be used when the price of a product will soon increase
standing-room-only close
When a customer is having difficulty making a buying decision, what should the salesperson do?
a. explain the characteristics of each product being considered
b. stop talking about the product
c. stop showing additional merchandise
d. encourage the customer to be impulsive
stop showing additional merchandise
sales exchanges between two or more companies
Organizational Selling
facial expressions, hand motions, and eye movements
Nonverbal communication
words that average customers can understand
Layman’s Terms
offering a customer a payment plan for a purchase
Service Close
Lee works in the men’s clothing department of a large department store. He noticed a regular customer inspecting an elegant suit. As he approached the customer, he said, “Good morning, Mr. Rivers. How may I help you this morning?” What method of initial approach is Jesse using?
a. merchandise approach c. service approach
b. greeting approach d. suggestion selling
greeting approach
Companies in touch with customers via Facebook and Twitter
Social media
Maintaining eye contact is an important way to show interest and establish a rapport with a customer.
True or False?
True
a list of reasons for not purchasing a product and possible responses
objection analysis sheet
used when the buying signal is strong
Direct Close
What type of sales close would a customer view as a pressure tactic?
a. standing-room-only close c. which close
b. trial close d. direct close
standing-room-only close
direct contact between a salesperson and a customer
Personal Selling
Determining a retail customer’s needs is done immediately after the approach.
True or False?
True
recommending a different product
Substitution Method
Software that is licensed for copying for a trial period, but payment must be made later.
cross-selling
“We really can’t buy this car because we have to repaint our house and replace our refrigerator.” What is the basis for this type of objection?
a. price c. source
b. need d. time
Need