| A | B |
|---|
| initial face to face meeting with the customers | approach |
| usually within 30 second from the time a customer enters the store | approach |
| introduction of ones self | greeting |
| method to use when customers has already decided what they want | service |
| the total of all enhancement offered to customers services | customer service |
| how well services are performed | service quality |
| small department stores with limited assortments | junior department stores |
| cannot be answered with a yes or no | open ended questions |
| determine which product features and benifits are important to the customer | merchandise presentations |
| physical characteristics | product features |
