Ch.8 Pre-Approach

Question 1

Creating a means of maintaining contact with the customer after the sale

Answer 1

Relationship Building

Question 2

Is a method for encouraging customers to converse, a question that cannot be answered yes or no?

Answer 2

Open Ended Questions

Question 3

Is expressing oneself without the use of words

Answer 3

Non-Verbal Communications

Question 4

Educating the customer about the product’s features and benefits

Answer 4

Presenting the Product

Question 5

Ex: Is when a salesperson sets up an appointment.

Answer 5

Pre-Approach

Question 6

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.

Answer 6

Greeting Method

Question 7

is the face-to-face meeting with the customer?

Answer 7

Approach

Question 8

is to ask if a customer needs assistance.

Answer 8

Service Approach

Question 9

Ex: You learn what the retail customer is looking for in a good or service in the ___ step of the sale.

Answer 9

Determining Needs

Question 10

Learning why the customer is reluctant to buy

Answer 10

Overcoming Objections

Question 11

Is the retail sales approach that focuses on the product?

Answer 11

Service Approach

Question 12

Establishes a positive atmosphere and opens lines of communication.

Answer 12

Greeting Approach

Question 13

The salesperson makes a comment or asks questions about a product in which the customer shows interest. (the most effective method)

Answer 13

Merchandise Approach

Question 14

the salesperson simply welcomes the customer to the store

Answer 14

Greeting Approach

Question 15

Greeting the customer face-to-face

Answer 15

Approaching the Customer

Question 16

Learning what the customer is looking for in order to decide what products to show and which product features to present first.

Answer 16

Determining Needs

Question 17

A selling technique that permits the salesperson to acknowledge objections as valid, yet still offset them with other features and benefits.

Answer 17

Superior Point Method

Question 18

A selling method that involves using a previous customer or other neutral person who can give a testimonial about the product.

Answer 18

Third-Party Method

Question 19

A selling method that converts a customer’s objection into a selling point.

Answer 19

Boomerang Method

Question 20

Involves recommending a different product that would satisfy the customer’s needs.

Answer 20

Substitution Method

Question 21

Reasons for not buying or not seeing the salesperson.

Answer 21

Excuses

Question 22

To restate something in a different way.

Answer 22

Paraphrase

Question 23

A document that lists common objections and possible responses to them.

Answer 23

Objection Analysis Sheet

Question 24

Words that the average customer can understand.

Answer 24

Layman’s Terms

Question 25

Concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.

Answer 25

Objections