| A | B |
|---|
| Layman's Terms | words the average customer can understand |
| Objections | concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase |
| Excuses | reasons for not buying or not seeing the sales person |
| Objection Analysis Sheet | a document that lists common objections and possible responses to them |
| paraphrase | to restate something in a different way |
| substitution method | involves recommending a different product that would satisfy the customer's needs |
| boomerang method | brings the objections back to the customer as a selling point |
| superior-point method | technique that permits the sales person to acknowledge objections as valid yet still offset them with features and benefits |
| third-party method | using a previous customer or another neutral person who can give a testimonial about the product |
