| A | B |
|---|
| "No" for trial Close | Continue on with presentation |
| Objections | Refer to these when trying to close a sale |
| Example of service close | Offering extra gift with purchase |
| Thank you | Do this even if the customer doesn't make a purchase |
| Immediately AFTER the close | When to do suggestion selling |
| SRO(standing room only) | this close should be used only when called for because it's high pressure |
| Related merchandise | offering items that coordinate with original purchase |
| Departure | During this stage educate customers about care/instructions |
| Offering related merchandise | easiest method of suggestion selling in which items that go with the orignal purchase are offered |
| Stop showing products | What to do when customers are having trouble deciding |
| Follow-up | Activity when salespeople call and check on customer satisfaction |
| Example of buying signal | implied ownership (I think I'm going to like this..) |
| Direct close | May I ring you up now? |
| Dramatic product presentation | An effective way of closing a sale by showing what the product can do |
| Specific | Your suggestion selling should be this NOT vague |
| Evaluation | After sale activity like a questionnaire |
| Customer Satisfaction | Goal of every sales person's sale should be this |
| Repeat business | Relationship marketing encourages this |
| Trial Close | first attempt to get customer to buy |
| During Departure | When you should reinforce custoemr's buying decisions |
| perseverance | A trait that salespeople must have to be able to accept rejection |
| Evaluation | after sale activity to analyze what has occured like a questionnaire |
| Special sale | a short time when merchandise is discounted |
| When to close | When the customer is ready to buy |
| Buying signals | What to look for to see an opportunity to close the sale |
| Which close | Method to help customer choose between two items |
| Suggestion Selling | selling additional items to make original purchase more satisfying |
| Closing the sale | obtaining positive agreement to buy |
| service close | close where salespeople offer additional items |
| Relationship marketing | techniques for nurturing customer relationships |
| After-Sale Activities | order processing, order fulfillment, departure, follow-up, customer service, self evaluation |
| Methods for Closing the Sale | Which, standing-room only, direct, and service |
