Chapter 14: Presenting the Product
Quiz yourself by thinking what should be in
each of the black spaces below before clicking
on it to display the answer.
Help!
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| fixed boundaries or limits | parameters
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| characteristic | feature
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| words the average customer can understand | layman's terms
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| concerns, hesitations, doubts, reasons a customer has for not buying | objections
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| reasons for not buying; sometimes hard to distinguish between objections & excuses | excuses
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| discuss the pros and cons of an issue | debate
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| lists common objections and possible responses | objection analysis sheet
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| need, product, source, price, time | common objections
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| listen carefully; acknowledge the objections; restate the objections; answer the objections | 4 step process for handling objections
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| restate something in a different way | paraphrase
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| recommending a different product that would satisfy customer needs | substitution method
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| brings the objection back to the customer as a selling point | boomerang method
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| permits salesman to acknowledge objections as valid yet still off-set them with other features & benefits | superior-point method
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| make up for; make amends for | compensate
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| using a previous customer or neutral person to give a testimonial | third-party method
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| a refusal to believe or accept | denial
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| substitution; boomerang; superior-point; third-party | specialized methods of handling objections
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Review the information in the table. When you are ready to quiz yourself you can hide individual columns or the entire table. Then you can click on the empty cells to reveal the answer. Try to recall what will be displayed before clicking the empty cell.
To hide a column, click on the column name.
To hide the entire table, click on the "Hide All" button.
You may also shuffle the rows of the table by clicking on the "Shuffle" button.
Or sort by any of the columns using the down arrow next to any column heading.
If you know all the data on any row, you can temporarily remove it by tapping the trash can to the right of the row.
To hide a column, click on the column name.
To hide the entire table, click on the "Hide All" button.
You may also shuffle the rows of the table by clicking on the "Shuffle" button.
Or sort by any of the columns using the down arrow next to any column heading.
If you know all the data on any row, you can temporarily remove it by tapping the trash can to the right of the row.
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