| A | B |
|---|
| greeting approach | Way to approach a customer that focuses on welcoming the customer to the store |
| Merchandise approach | A way to approach a customer that focuses on making a comment or asking questions about a product in which the customer shows interest. |
| service approach | Way to approach a customer that focuses on asking the customer if he or she needs assistance. |
| nonverbal communicaiton | Expressing oneself without the use of words |
| open-ended questions | Questions that require respondents to construct their own answers |
| layman's terms | Words the average customer can understand |
| boomerang method | A selling method that converts a customer’s objections into a selling point |
| excuses | Reasons for not buying or not seeing the salesperson |
| objection analysis sheet | A document that lists common objections and possible responses to them |
| objections | Concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase |
| paraphrase | To restate something in a different way |
| substitution method | A selling method that involves recommending a different product that would still satisfy the customer’s needs |
| superio-point method | A selling technique that permits the salesperson to acknowledge objections as valid yet still offset them with other features and benefits |
| third-party method | A selling method that involves using a previous customer or other neutral person who can give a testimonial about the product |
