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25 Cards in this Set
- Front
- Back
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feature-benefit selling |
matching a product's characteristics with a purchaser's requirements
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selling |
helping customers make satisfying buying decisions with the goal of creating ongoing relationships |
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rational motive |
a fact-based, logical reason for making a purchase
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feature |
physical characteristic of an item |
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customer benefit |
advantages or satisfaction received from a good or a service |
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extended product feature |
a company's reputation for reliability, a warranty, or a service policy |
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prospecting |
looking for new customers |
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non verbal communication |
facial expressions, hand motions, eye movement |
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greeting approach |
welcoming the customer into the store |
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preapproach |
research should be performed to gain knowledge of the customer's wants/needs |
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service approach |
to ask if a customer needs help finding a product |
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merchandise method |
the retail sales approach that focuses on the product |
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objection analysis sheet |
a list of reasons for not purchasing a product and possible responses to those reasons |
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testimonial |
a positive statement about the quality of a product |
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layman's terms |
language most people can understand |
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superior point |
offsetting objections with other features and benefits |
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denial |
providing proof to refute a customer's objections |
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boomerang |
turning a customer's objection into a selling point |
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standing room only close |
can be used when the price of a product will soon increase or there is limited supply |
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trial close |
a first attempt to get a customer's agreement to buy |
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which close |
encouraging a customer to view a purchase decision as a choice between two items |
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follow up |
getting customer feedback |
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suggestion selling |
helps generate more sales revenue for a company and create satisfied customers; for example: ask customers if they would like additional purchase |
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direct close |
specifically asking for the sale |
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service close |
offering a customer a payment plan for a purchase |
