| A | B |
|---|
| Type of business to pursue | repeat |
| good relationships | live up to promises |
| phone calls | good relationships |
| provide ample info. | pre-sale activity |
| how to handle return | follow policies |
| internal factor affects selling policies | financial resources |
| Manufacturers rep would know | how product is made |
| you don't know answer | ask person with experience |
| Asking ? about cell phone | What's in it for me? |
| provides quick reference about product | feature benefit chart |
| selling process changes according to | product & client |
| recommending a substitute | compare features |
| 2nd customer appears while 1st is still there | acknowledge presence - will be with you in a moment |
| For a few more $$'s you can buy a quality product | way to offend customer |
| you do not stock printer customer is interested in | offer to call manufacturer to check availability |
| Processing incoming telephone order | get customer's name |
| You have customer's name - what next? | check availability |
| broad product mix | promotes one-stop shopping |
| written document regarding quality of product | warranty |
| promise that product will provide satisfaction | guarantee |
