| A | B |
|---|
| an important way to show interest and establish a rapport with a customer is by maintaining THIS | eye contact |
| As a salesperson making an approach, it is easier to engage a customer when you are in THIS type of sales situation rather than a retail one | organizational |
| It is never acceptable, even if size is important, for a salesperson to ask THIS of a customer’s | weight |
| Determining a retail customer’s needs is done immediately after this | approach |
| This type of selling refers to matching the basic physical attributes of a product to what the customers gets out of those features | Feature-benefit |
| How a customer might feel if a salesperson asks several questions in a row | cross-examined |
| During which step of the sale should you learn what the retail customer is looking for | determining needs |
| “Good morning, Mrs. Jones. ” is an example of what approach | greeting approach |
| How should a salesperson approach a customer who is in a hurry | quickly |
| In an organizational sales situation, customers’ needs usually determined during this stage | prospecting |
| when inexperienced salespeople follow around more experienced salespeople before actually selling | shadowing |
| Questions that require more than a “yes” or “no” answer | open-ended |
| What approach is used when a retail salesperson approaches a customer and asks, “Are you looking for ski golves?” | merchandise |
| This kind of motive in purchasing is based on the customers personal knowledge of the product | rational |
| service, greeting, and merchandise are three methods to use for THIS | approach |
| To educate the customer, a good salesperson should have this kind of knowledge | product |
| For an organizational sales approach, it is best to ____________________ early. | arrive |
| the most basic product feauture is a product’s THIS | intended use |
| is an important interpersonal skill demonstrated by giving customers undivided attention when selling | Listening |
| face-to-face meeting with a customer | approach |
| logical reason for making a purchase | rational motive |
| matching product with customer’s needs and wants | feature-benefit selling |
| a product feature that benefits the customer | selling point |
| way to determine needs by watching | observe |
| encouraging customers to talk by using this type of questioning | open-ended |
| locating potential customers without checking leads | cold canvassing |
| initial approach involving business etiquette is to be sure and do this maybe by talking about family etc. | engaging the customer |
| facial expressions, hand motions, and eye movements | nonverbal communication |
| inquiring if a customer needs assistance is this approach | service |
