| A | B |
|---|
| Can occur at any time during the sales process and gives you the opportunity to redefine the customers needs | objections |
| Salespeople should use these words in product presentations | descriptive and specific |
| goal of the product presentation to effectively present these | features and benefits |
| if customer wants an item that is unavailable, salesperson should do this | recommend another |
| salesperson can use these words in business-to-business sales | Jargon |
| maximum number of items a salesperson should show a customer at one time | three |
| This method is when a salesperson responds to an objection by asking this | question |
| "can’t buy this item b/c we have to buy something else is an objection based on this | need |
| this type of language could be used by a salesperson meeting with a Best Buy manager | jargon |
| when"I understand how you feel" is what step of answering objections | acknowledging |
| telling customers that a store’s merchandise is one of a kind | superior point |
| Recommendation from satisfied customers that is a third-party method | testimonials |
| effective way of holding the customer’s attention is to do this | involve them |
| In presenting a product a Examples are newspaper articles, graphs, and customer testimonials | sales aids |
| Third step in 4 steps for handling objections | restate |
| Salespeople can incorporate THESE into the sales presentation to try and address before they occur | objections |
| showing the customer how to operate a product would be this method of answering objections | demonstration |
| Way of handling objections by saying "no" and correcting incorrect information | denial |
| Objections based on this are common with high-quality merchandise | price |
| objection is RETURNED to the customer as a selling point | boomerang method |
| to restate the meaning of a statement | paraphrase |
| a neutral person or previous customer | third party |
| objection based on misinformation can be overcome using this method | denial |
| vocabulary used with industrial buyers | jargon |
| words that average customers can understand | layman’s terms |
| a list of reasons for not purchasing a product and possible responses | objection analysis chart |
| insincere reasons for not buying or seeing a salesperson | excuses |
| recommending a different product is this method for handling objections | substitution method |
| genuine concerns, hesitations, doubts | objections |
