Ch.13 & 14 Flashcards
Creating a means of maintaining contact with the customer after the sale
Relationship building
Is a method for encouraging customers to converse, a question that cannot be answered yes or no
Open Ended Questions
A salesperson sees a customer holding several items of clothing. The salesperson approaches and says “May I put those in a dressing room for you?” Which method
Service method
Educating the customer about the product’s features and benefits
Presenting the product
Is when a salesperson sets up an appointment
Pre-approach
Is the face-to-face meeting with the customer
Approach
To ask if a customer needs assistance
Service approach
You learn what the retail customer is looking for in a good or service in the __ step of the sale
Determining needs
Learning why the customer is reluctant to buy
Overcoming objections
The sales person makes a comment or asks questions about product in which the customer shows interest (the most effective method)
Merchandise approach
Learning what the customer is looking for in order to decide what products to show and which product features to present first
Determining needs
A selling technique that permits the salesperson to acknowledge objections as valid, yet still offset them with other features and benefits
Superior-Point method
A selling method that involves using a previous customer or other neutral person who can give a testimonial about the product
Third-Party Method
A selling method that converts a customer’s objection into a selling point
Boomerang Method
Reasons for not buying or not seeing the salesperson
Excuses
