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MP Unit 6 Selling

part 2 quiz 2

TermDefinition
service approach a method for initiating conversation with a customer by asking the customer how you can help them or if they are looking for something specific?
greeting approach a method for initiating conversation with a customer simply by greeting them when they enter the store
merchandise approach -A retail-sales method in which the salesperson makes a comment or asks a question about a product in which the customer shows interest.
non-verbal communication expressing yourself without the use of words. Facial expressions, hand motion, eyes movement and other forms of non-verbal communication are used
objections are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase
need objection I would love to take a trip to Florida this weekend, but I really have to repaint my house and should replace my refrigerator. instead” What is such an objection based on?
product objection I want to purchase a doggie backpack, but that one only comes in sizes small or medium and my dog wears a large
source objection I really need a new dishwasher, but the last time I purchased appliances from LOWES, they took forever to deliver and the interest rates were outragious. I will have to buy it at Sears instead
price objection I really want to get the latest I-Phone 7, but the price is just too much
time objection I plan to buy these Holiday decorations in January when they go on sale instead of buying them now in December.
substitution method recommend a different product that would satisfy the need - For Example - Since we don't have the Playstation in stock, would you consider the newest XBox game system instead?
boomerang method brings the objection back to the customer. For Example - that dress is not really too short, it is meant to be worn with tights underneath
superior point method offer information about other features and benefits to offset the objection. For Example - while the Black and Decker Blender has fewer speeds, it offers higher quality blades, and double thick glass so it will last longer
third party method involves using a previous customer or other to give testimonial about the product - For Example, Well, George Forman uses this grill so it must be good.
closing the sale obtaining an agreement to buy from the customer
buying signals the things customers do or say to indicate a readiness to buy
trial close used to test the readiness to buy. - an initial effort to close the sale
which close encourages customers to make a decision between two items.
standing room only close used when a product is in short supply or when the price will be going up in the near future -should only be used honestly -often seen as a high pressure technique
direct close you ask for the sale directly
service close explain services that overcome obstacles or problems -gift wrapping, warranties, return policy, etc.
suggestion selling is selling additional goods or services to the customer
up-selling Jessica went to the school store to purchase a bag of chips, When she was there, the sales person told her that if she bought another bag of chips, she would get one half off. Which type of suggestion selling is this related to?
cross selling Would you like to purchase an extra controller and a video game to go with your new system?
special sales opportunity In order to draw attention to the new type of peace tea being sold in the school store, the managers decided to offer it at a lower price for the next week. Which type of suggestion selling is this related to?
customer relationship management (CRM) involves finding customers and keeping them satisfied. - often uses a database or other computer technology to track customers and their purchases
questioning method in this method of handling objections, the sales person asks questions to clarify the customer's concerns and offers information to help them make a decision
Created by: janice ritchey
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