| A | B |
|---|
| selling | direct , personal communications with prospective customers in order to assess needs and satisfy those needs with appropriate products and services |
| cold-calling | a salesperson contacts a large number of people who are conveniently located without knowing a great deal about each person |
| qualifying | involves gathering information to determine which people are most likely to buy |
| feature | description of a product characteristic |
| benefit | advantage provided to a customer as a result of the feature |
| approach | the first contact with the customer when the salesperson gets the customer's attention and creates interest in the product |
| preapproach | includes gathering preliminary information and preparing a preliminary sales presentation for a customer |
| demonstration | a personalized presentation of the features of the product in a way that emphasizes the benefits and values to the customer |
| close | step in the sales process when the customer makes a decision to purchase |
| trial close | providing the customer with the opportunity to buy during the sales presentation |
| suggestion selling | offering additional products and services after an initial sale in order to increase customer satisfaction |
| follow-up | making contact after the sale to ensure satisfaction |
