| A | B |
|---|
| Approach | The first encounter with a customer. |
| Service Approach | Considered the least effective approach. Ex. "How may I help you today?" |
| Greeting Approach | Approach used to acknowledge customer's presence and establish rapport. |
| Merchandise Approach | Considered the best approach. Includes comments about the merchandise. |
| Observe, Listen, Question | Ways to determine customers' needs. |
| Good presentations | Type of presentation the actively involves the customer. |
| Objection | A reason, concern or hesitation a customer has for not making a purchase. |
| To handle objections: | Listen, acknowldege, restate, and answer the objection. |
| Boomerang | The objection comes back to the customer as a selling point. |
| Question method of handling objections | The customer is questioned in an attempt to learn more about the objections raised. |
| Superior Point | Handling the objection by acknowledging the objection as valid, but offsetting it with other features and benefits. |
| Denial | Provide proof and accurate information when answering objections. Used when customers has the wrong information. |
| Demonstration method of handling objections | Answers objection by showing one or more features. "Seeing is believing." |
| Third party | Uses a previous customer or another neutral person who can give a testimonial about the product. |
| Closing the Sale | Obtaining a positive agreement from the customer to buy. |
| Trial close | This is used to get an indication of what needs to be done to close the sale. |
| "Which" close | Encourages a customer to make a decision between two items. "Which one do you prefer?" |
| Standing-room-only close | The close used when a product is in short supply or when price will be going up in the near future. |
| Direct close | A method in which a salesperson |
| Service close | A close that explains services that overcome obstacles or problems. |
| Suggestion selling | The customer gets the benefit of goods or services that will compliment the intial purchase. |
| Relationship marketing | The strategies used to stay close to customers. |
| Benefit selling | Informing customers of new benefits about a sports or entertainment product. |
| After-sale activites | Used to develop and nurture customer relationships and loyalty in developing on-going dialog with customers to prepare for future sales. |
