| A | B |
|---|
| Selling. | the exchange of goods and services from producers to consumers for a price. |
| Personal selling | two-way communication between a representative of the company and the customer. |
| www/Internet selling | is selling executed using the Internet |
| Need | anything necessary or required to live |
| Want | an unfulfilled desire |
| The approach | the first encounter with a customer |
| Service approach | Considered the least effective approach method |
| Merchandise approach | Considered the best approach method |
| Objection | a reason, concern, or hesitation a customer has for not making a purchase. |
| Standing-room-only close | Next month, there will be a 10% price increase.” |
| Demonstration | Answers objection by showing one or more features |
| Cash sales | include cash or checks |
| Credit sales. | Visa, MasterCard, American Express, Discover |
| Feature-benefit selling | matching the characteristics of a product to a customer’s needs and wants |
| Rational buying motives | based on conscious, logical thinking and decision making. |
| Emotional buying motives | Social approval, recognition, power, love, and prestige are emotional motives |
| Closing the sale | Obtaining a positive agreement from the customer to buy |
| Extensive decision-making | occurs when there is a high level of perceived risk, a product or service is very expensive or has a high value to the customer |
| Routine decision making | occurs when little information is needed about the product being purchased. |
| Debit cards | bankcards or automatic teller machine (ATM) cards used to make a purchase. The funds are withdrawn from the customers checking account. |
