| A | B |
|---|
| personal selling | involves direct interaction between sales associates and customers |
| business-to-business selling | one business sells goods or services to another |
| pre-approach | learn about your company, its products, and its customers |
| approach | identify and qualify customers that have the ability to buy the product |
| determine needs | ask open-ended questions to find out what the customer needs/wants |
| present the product | demonstrate how the product meets the customer's needs |
| overcome objections | answer questions and eliminate doubts about the purchase |
| close the sale | motivate the customer to take action |
| perform suggestion selling | present ideas for additional product sales |
| cross-selling | additional related products |
| upselling | switching to a more expensive product |
| follow up | contact the customer after the sale to say thanks again and to ensure satisfaction |
| product feature | a basic, physical, or extended attribute of a product or purchase |
| product benefit | an advantage of a product |
| direct channel | product goes directly from the producer to the consumer |
| indirect channel | product goes through an intermediary or third party |
| consolidator | an agent that buys unsold products from suppliers and then resells them at a discount |
| tour operator | a wholesaler that negotiates special blocks and rates for resale to the public |
| e-tail | the sale of goods or services by means of the internet |
