Flashcards On Objective 5.02

Front 1

The Steps of a Sale

Back 1

* Approach
* Determining customers needs and wants
* Merchandise presentation
* Handling customer objections
* Closing the sale
* Suggestion selling
* Thanking and reassuring the customer
* Sales follow-up

Front 2

The Approach

Back 2

The initial face-to-face meeting with the customer.

Front 3

Buying Motives

Back 3

A customer's reasons for buying goods and services.

Front 4

Casual Lookers

Back 4

Customers who are killing time or simply browsing.

Front 5

Undecided Customers

Back 5

Customers who need an item but want more information before making a purchase.

Front 6

Decided Customers

Back 6

Customers who know exactly what they want and why, and prefer to make their purchase quickly.

Front 7

Open- Ended Questions

Back 7

* Cannot be answered with a "yes" or "no

* Used to get more information from customers to help select appropriate merchandise to show

Front 8

Merchandise Presentation

Back 8

1. Determine which product features and benefits are important to the customer.
2. Translate features into benefits.
3. Actively involve the customer in the presentation.
4. Show no more than three items at once.
5. Show medium-priced merchandise first.
6. Exceptions are made to items 4 and 5 in the case of the decided customer who already knows what he/she wants to purchase.

Front 9

Product Features

Back 9

Physical characteristics of an item.

Front 10

Product Benefits

Back 10

Satisfactions customers derive from product features.

Front 11

Objections

Back 11

Honest reasons a customer hesitates to buy.

Front 12

Techniques For Handling Customer Objections

Back 12

* Boomerang
* Question Technique
* Superior Point
* Direct Denial
* Demonstration
* Third Party

Front 13

Closing the Sale

Back 13

Getting a commitment from the customer to buy the merchandise.

Front 14

Suggestion Selling

Back 14

A method of increasing sales by encouraging the customer to add items to the original purchase.

Front 15

Rain Check

Back 15

A certificate that entitles the customer to buy an out-of-stock advertised special at a later time at the same advertised price.