Ch.8 Pre-Approach 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
Is expressing oneself without the use of words
Non-Verbal Communications
Educating the customer about the product’s features and benefits
Presenting the Product
Ex: Is when a salesperson sets up an appointment.
Pre-Approach
Ex: 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?” The salesperson is using the ___ approach.
Greeting Method
is the face-to-face meeting with the customer?
Approach
is to ask if a customer needs assistance.
Service Approach
Ex: 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
Is the retail sales approach that focuses on the product?
Service Approach
Establishes a positive atmosphere and opens lines of communication.
Greeting Approach
The salesperson makes a comment or asks questions about a product in which the customer shows interest. (the most effective method)
Merchandise Approach
the salesperson simply welcomes the customer to the store
Greeting Approach
Greeting the customer face-to-face
Approaching the Customer
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
Involves recommending a different product that would satisfy the customer’s needs.
Substitution Method
Reasons for not buying or not seeing the salesperson.
Excuses
To restate something in a different way.
Paraphrase
A document that lists common objections and possible responses to them.
Objection Analysis Sheet
Words that the average customer can understand.
Layman’s Terms
Concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.
Objections
