| A | B |
|---|
| Add-Ons | Additonal related merchandise items that create complete outfits. |
| Allowance | Partial return of the retail price for merchandise the customer has kept. |
| Approach | The initial face-to-face meeting with the customer. |
| Bonding (Relationship Selling) | The process of salespeople doing everything possible to strengthen relationships with customers. |
| Boomerang | A technique of handling objection in which the objection comes back to the customer as a selling point. |
| Buying Motives | A customer's reasons for buyong goods and servces. |
| C.O.D | A "cash-on-delivery" sale in which payment is made to the delivery person when the merchandise is deivered. |
| Casual Lookers | Customers who are killing time or simply browsing. |
| Client File | A bok, card, or electronic file in which customer's names, addresses, phoone numbers, size, and important occasions, color preferences, and previous purchases are recorded. |
| Closing the Sale | Getting a commitment from the customer to buy the merchandise. |
| Decided Customers | Customers who now exactly what they want and why, and who prefer to make their purchase quickly. |
| Demonstration | A technique of handling an objection by showing one or more features of a good or service. |
| Direct Close | A method of closing the sale in which the salesperson simply asks for the sale. |
| Direct Denial | A technique of handling objections that provides proof an accute information n answer to objections. |
| Emotional Motives | Customer reasons for buying based on feelings. |
| Even Exchange | An exchange transcation in which the replacement merchandise is the same price as the returned merchandise. |
| Exchange | A transaction in which previously purchased merchandise is returned and replaced by other merchandise. |
| Follow-Up | Contact with the customer after the sale has been made. |
| Layaway | A deferred purchase agreement in which the store sets aside the customer's merchandise until the cstomer has fully paid for it. |
| "More-than-One" Selling | A type of suggestion selling in which the salesperson offers more than one (multiples) of the same or similar item. |
| Objections | Honest reasons a customer hesitates to buy. |
| Patronage Motives | Reasons customers choose to shop at one store instead of another. |
| Point-of-Sale (POS) | Merchandise data collected electronically when consumer purchase transactions are recorded. |
| Price Lookup (PLU) | The feature of computerized POS systems that automatically adjusts prices to the correct amount when bar codes are scanned at the checkout. |
| Product Benefits | Satisfactions customers derive from product features. |
