| A | B |
|---|
| Merchandising | involves coordination of sales and promotional plans with buying and pricing. |
| Feature-benefit selling | matching the characteristics of a product to a customer's needs and wants. |
| Product features | are basic or extended attributes of the product or purchase. |
| Selling point | is created by noting the function of a product feature and explaining how it benefits a customer. They are also the result of the product analysis used in feature-benefit selling. |
| Intended use | The most basic feature of a product is its _____. |
| Physical features | are tangible attributes that help explain how a product is constructed. |
| Extended product features | are intangible attributes related to that sale of a product that customers find important. |
| Customer benefits | are the advantages or personal satisfaction a customer will get from a good or service. |
| Buying motives | are the reasons a customer buys a product. |
| Rational motives | are conscious logical reasons for a purchase. These motives include product dependability, time or monetary savings, product quality, and good customer service. |
| Emotional motives | are feelings experienced by a customer through association with a product. |
| Patronage motives | are reasons for remaining a loyal customer of a company. |
| Prospect | is a potential customer. |
| Prospecting | is looking for a new customer. |
| Referrals | are the names of other people who might buy the product. |
| Endless chain method | is when salespeople ask previous customers for names of potential customers. |
| Cold canvassing | is a process of locating as many potential customers as possible without checking leads beforehand. |
| Approach | is the first face-to-face contact with the customer. |
| Rapport | positive relationship. |
| Determining needs | l earning what the customer is looking for in order to decide what products to show and which product features to present first in the next step of the sale. |
| Nonverbal communication | is expressing oneself without the use of words. |
