| A | B |
|---|
| Add-ons | Additonal related merchandise items that create complete outfits |
| Allowance | Partial return of the retail price for merchandise the customer has kept |
| Approach | The inital face-to-face meeting with the customer |
| Bonding(relationship selling) | The process of salespeople doing everything possible to strengthen relationships with customers |
| Boomerang | A technique of handling objections in which the objection comes back to the customer as a selling point |
| Buying motives | A customer's reasons for buying goods and services |
| C.O.D | A "cash-on-delivery" sale in which payment is made to the delivery person when the merchandise is delivered |
| Casual lookers | Customers who are killing time or simply browsing |
| Client file | A book, card, or electronic file in which customers' names, addresses, phone numbers, sizes, important occasions, color preferences, and previous purchases are recorded |
| Closing the sale | Getting a commitment from the customer to buy the merchandise |
| Decided customers | Customers who know exactly what they want and why, and who prefer to make their purchase quickly |
| Demonstration | A technique of handling an objection by showing one or more features of a good or service |
| Direct close | A method of closing the sale in which the salesperson simply asks for the sale |
| Direct denial | A technique of handling objections that provides proof and accurate information in answer to objections |
| Emotional motives | Customer reasons for buying based on feelings |
| Even exchange | An exchange transaction in which the replacement merchandise is the same price as the returned merchandise |
| Exchange | A transaction in which prevously purchased merchandise is returned and replaced by other merchandise |
| Follow-up | Contact with the customer after the sale has been made |
| Layaway | A deffered purchase agreement in which the store sets aside the customer's merchandise until the customer has fully paid for it |
| "More-than-one" selling | A type of suggestion selling in which the salesperson offers more than one (mulitples) of the same or similar item |
| Objections | Honest reasons a customer hesitates to buy |
| Patronage motives | Reasons customers choose to shop at one store instead of another |
| Point-of-Sale (POS) | Merchandise data collected electronically when consumer purchase transactions are recorded |
| Price lookup (PLU) | The feature of computerized POS systems that automatically adjusts prices to the correct amount when bar codes are scanned at the checkout |
| Product benefits | Satisfacations customers derive from product features |
| Product features | Physical characteristics of an item |
| Question technique | A technique of handling objections in which the customer is questioned in an attempt to learn more about the objection(s) raised |
| Rain check | A certificate that entitles the customer to buy an out-of-stock advertised special at a later time at the same advertised price |
| Rational motives | Customer reasons for buying based on logical thinking and decision-making |
| Return | Merchandise returned for a refund or credit on account |
| Sales transaction | the process of recording a sale and presenting the customer |
| Service colse | The method of closing the sale that eplainsservicesthat overcome obstacles or problems |
| Special offers | Additional items that can be obtained as a result of purchasing an item |
| Standing room only close | The method of closing that is used when a product is in short supply or whenthe price will be going up in the near future |
| Suggestion selling | A method of increasing sales by encourageing the customer to add items to the original price |
| Superior point | A technique of handling objections in which the salesperson acknowledges objections as valid |
| Third party | A technigue of handling objections that uses a previous customer or another another neutral person who can give a testimonial about the product |
| Trading up | Suggesting a substitute item that is higher priced, of better quality, or more economical for the customer than the item originally requested |
| Trial colse | The salesperson`s initial attempt to close the sale |
| Undecided customers | Customers who need an item but want more informationbefore making a purchase |
| Uneven exchange | an exchange transaction in which the replacement merchandise sells for more or less than the returned merchandise |
| Which close | A method of closing the sale that encourages a customer to make a decision between two items |
