| A | B |
|---|
| add ons | Additional related merchandise items that create complete outfits |
| allowance | Partial return of the retail price for merchandise the customer has kept |
| approach | initial face-to-face meeting with the customer |
| bonding | process of salespeople doing everything possible to strengthen relationships with customers |
| boomerang | technique of handling objections in which the objection comes back to the customer as a selling point |
| buying motives | customer’s reasons for buying goods and services |
| C.O.D | 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 | 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 |
| demonstration | technique of handling an objection by showing one or more features of a good or service |
| direct close | method of closing the sale in which the salesperson simply asks for the sale |
| direct denial | 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 | exchange transaction in which the replacement merchandise is the same price as the returned merchandise |
| exchange | transaction in which previously purchased merchandise is returned and replaced by other merchandise |
| follow up | Contact with the customer after the sale has been made |
| layaway | deferred purchase agreement in which the store sets aside the customer’s merchandise until the customer has fully paid for it |
| more than one selling | type of suggestion selling in which the salesperson offers more than one (multiples) 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 | Merchandise data collected electronically when consumer purchase transactions are recorded |
| price lookup | feature of computerized POS systems that automatically adjusts prices to the correct amount when bar codes are scanned at the checkout |
| product benefits | Satisfactions customers derive from product features |
| product features | Physical characteristics of an item |
| question technique | technique of handling objections in which the customer is questioned in an attempt to learn more about the objection(s) raised |
| rain check | 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 | process of recording a sale and presenting the customer with proof of payment |
| service close | method of closing the sale that explains services that overcome obstacles or problems |
| special offers | Additional items that can be obtained as a result of purchasing an item |
| standing room only close | method of closing that is used when a product is in short supply or when the price will be going up in the near future |
| suggestion selling | method of increasing sales by encouraging the customer to add items to the original purchase |
| superior pont | technique of handling objections in which the salesperson acknowledges objections as valid, but offsets them with other features and benefits |
| third party | technique of handling objections that uses a previous customer or 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 close | salesperson’s initial attempt(s) to close the sale |
| undecided customers | Customers who need an item but want more information before making a purchase |
| uneven exchange | exchange transaction in which the replacement merchandise sells for more or less than the returned merchandise |
| which close | method of closing the sale that encourages a customer to make a decision between two items |
