| A | B |
|---|
| approach | first encounter with a potential customer |
| service approach | "May I help you find something today?" |
| greeting approach | "Good morning!" |
| merchandise approach | "That is one of our best selling shirts." |
| combination approach | "Good morning Mrs. Jones, may I help you find something today?" |
| observing | look for nonverbal clues that indicate customer's interest in a product |
| listening | pick up clues about what a customer wants or needs by hearing what they say |
| questioning | ask who, what, when, where, why, and how to determine what a customer needs. |
| objection | ligitimate reason or doubt a customerr has for not making a purchase |
| excuse | used when customers are not really interested in buying or when they are hiding other objections |
| need objection | no urgency for the product |
| source objection | related to past experience with the company or product |
| price objection | most common with expensive items |
| product objections | problem with design, ease or use, quality , color, size, or style |
| time objection | "I am not ready to buy right now." |
| substitution | identify another product that would satisfy teh customers' needs |
| boomerang | bring the objection back as a selling point |
| superior point | offset objections with the product's features and benefits |
| denial | objection is based on misinformation |
| demonstration | "Seeing is believing." |
