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17 Cards in this Set

  • Front
  • Back
Add-on sale
additional merchandise sold in ongoing transaction
Benefit
value a feature holds for customer
Blind Purchase
w/o research or prior knowledge
Buying Uncertainty
"fear" of buying
Closed-ended Question
"yes" or "no" response
Closing Ratio
successful sales/total sales attempts
Compensation
overcome objections by acknowledging initial objection, insert compensating benefit
Direct Denial
correct customer's misconception
Feature
characteristic or part of piece of jewelry
Indirect Denial
correct misconception w/o calling "wrong"
Objection
temporary obstacle, delays or stops sale
Open-ended Question
requires thought, more than yes/no
Referral
new customer referred to you by a past one
Sales Presentation
structured method, talking or demonstrating w/intent to sell
Tag
restatement of benefit, posed as question to elicit agreement
Take-away
2-part sales technique, removes a "just looking" defense
Trigger
add-on close requires yes/no decision