Steps 1 & 2
Steps 3 & 4
Steps 5
Steps 6 & 7
Miscellaneous
100
Greet the customer face to face
What is Approach?
100
Educate the customer about the products features and benefits
What is present the product?
100
How you close the sale
What is look for buying signals, things customers do/say?
100
Thank the customer and reassure them of their purchase
What is relationship building?
100
The process of matching customer needs and wants to the features and benefits of a product or service
What is Selling?
200
Learn what the customer is looking for
What is Determine Needs?
200
How to overcome an objection
What is listen carefully, acknowledge objection, restate objection, answer the objection?
200
Ownership words
What is you and your?
200
Suggest additional merchandise or services that will save your customer money or help your customer enjoy the original purchase
What is Suggestion Selling?
200
Any direct contact between a salesperson and a customer
What is Personal Selling?
300
How you determine customer needs
What is observe, listen, and question?
300
How you present the product
What is display, demonstrate, and involve?
300
Buying signals
What is facial expressions, body language, and comments?
300
Suggest related merchandise
What is cross-selling?
300
Key characteristic of personal selling
What is 2-way communication?
400
Reasons you should approach the customer
What is begin a conversation, establish a relationship, set the mood?
400
Based on customer needs, select as many as __ products to share.
What is 3?
400
Get the customer's positive agreement to buy
What is close the sale?
400
Suggest buying larger quantities of goods to qualify for special discounts, delivery charges, free merchandise, etc.
What is Up-Selling?
400
The additional step in the selling process that occurs in B2B sales
What is pre-approach?
500
Types of questions to ask the customer
What is general and open-ended?
500
Learn why the customer is reluctant to buy, provide information to remove uncertainty, help the customer make a satisfying buying decision
What is Overcome Objections?
500
Tips for closing the sale
What is narrow down choices, use ownership words, don't talk to much?
500
Create a means of maintaining contact with the customer after the sale
What is relationship building?
500
Where personal selling takes place
What is retail settings, B2B, telemarketing?
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