| A | B |
|---|
| observe | watch or take notice |
| buying style | speeed at which a customer likes to do business |
| approach | face to face meeting with customer |
| comparison shopping | describes when a customer studies different brands/styles |
| prospecting | looking for new customers |
| merchandise approach | sales approach that focuses on the customer |
| preapproach | in B-2-B the time to research ability to pay |
| nonverbal communication | expressing oneself through body language |
| open-ended questioning | encouraging customers to talk |
| greeting approach example | "Good morning!" |
| cross-examined | how a customer may feel if asked too many questions in a row |
| B-2-B | customers needs are determined in the preapproach in this situation |
| Handshake and a bow | Greeting in Japan |
| Determining needs step | Step a salesperson finds out what a customer is looking for in a product |
| Facts | The key to good observing is the proper selection of |
| Service approach | "May I help you?" |
| Components of effective listening | eye contact, providing feedback, undivided attention |
| supplier | delivers merchandise to customers |
| Arrive early | In b-2-b what to do for an appointment |
| most effective approach | merchandise |
| rapport/relationship | what is established in first few minutes of meeting a customer |
| 3 purposes of the approach | begin conversation, establish rapport, focus on merchandise |
| Shake hands and introduce self | What to do in b-2-b for initial approach |
| Problem with service approach | most people just say "no, just looking" |
| Purpose for determining needs | uncover buying motives, needs, wants for rest of sales process |
| when to determine needs | ASAP |
| Listening, observing, questioning | 3 methods to determine needs |
