| A | B |
|---|
| Service approach | A way to approach a customer that focuses on asking the customer if he or she needs assistance. |
| Greeting approach | A 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. |
| Nonverbal communication | Expressing oneself without the use of words. |
| Open-ended questions | Questions that require respondents to construct their own answers. |
| Selling Process | Matching customer needs and wants to the features and benefits of a product or service. |
| Approaching the customer | Step 1 in the selling process. Greeting the customer face-to-face |
| Determining Needs | Step 2 in the selling process. Learning what the customer is looking for in order to decide what products to show and which product features to present first in the next step of the sale. |
| Presenting the product | Step 3 in the selling process. Educating the customer about the product's features and benefits. |
| Overcoming objections | Step 4 in the selling process. Learning why the customer is reluctant to buy, providing information to remove that uncertainty, and helping the customer to make a satisfying buying decision. |
| Closing the sale | Step 5 in the selling process. Getting the customer's positive agreement to buy. |
| Suggestion selling | Step 6 in the selling process. Suggesting additional merchandise or services that will save your customer money or help your customer enjoy the original purchase. |
| Relationship building | Step 7 in the selling process. Creating a means of maintaining contact with the customer after the sale is completed. |
