| A | B |
|---|
| selling | helping customers make satisfying buying decisions |
| feature-benefit selling | matching the features of each product to a customer's needs and wants |
| product feature | a physical characteristic or quality of a good or service that explains what it is |
| tangible product features | things you can see or touch; color, price, automatic transmission, car stereo syetem, tires, air bag, etc. |
| extended product features | things you cannot see or touch; warranty, service policy, etc. |
| customer benefits | advantages or personal satisfaction a customer will get from a good or service |
| product knowledge | knowing everthing about a product or service; price, what it's made of , how to use it and care for it |
| rational motive | a specific or factural reason for making a purchase |
| emotional motive | a feeling a person gets when they make a purchase |
| extensive decision making | is used when a customer has had no previous experience with the product because they don't buy it often |
| limited decision making | is used when a customer buys goods or services they have bought before but not often |
| routine decision making | is used when a customer doesn't need much information because they buy the product or service frequently |
| sales associates | know the products or services and how to sell them |
| salesclerks | take orders or are cashiers |
| telemarketing | the process of selling over the phone |
| effective salespeople | communications skills; interpersonal skills; techinical skills; positive attitude & self-confidence; goals; empathy; honesty and enthusiasm |
