| A | B |
|---|
| Listen | To hear and understand what customer is saying |
| Observe | To watch or take notice |
| Open-ended questions | Inquiries that require more than a yes or no |
| Non-verbal communication | Expressing self through body language. |
| Clarifying questions | Questions directed to customers to ensure understanding. |
| Laymen's terms | Language most customers can understand. |
| Jargon | Technical or specialized vocabulary used by members of a particular profession or industry. |
| Determining needs | directly follows the approach. |
| Three methods pf determining needs | Observe, Listen, Question |
| Main goal of product presentation | Match customers needs with appropriate product. |
| Three products | The number of items to show a customer at one time. |
| What price range should you begin with? | Medium priced product. |
| When demonstrating your product | Display, demonstrate and use sales aids. |
| Sales Aids | Samples, magazine articles, charts, customer testimonials |
| Display product | The way you handle the product indicates quality |
| Demonstrate product | Builds customers confidence and proves selling points. |
