Unit 5 - Chapters 12 - 16 Flashcards
_____ _____ are advantages or personal satisfaction a customer will get from a good or service.
Customer benefits
Matching the characteristics of a product to customers’ needs and wants is called _____ _____ selling.
feature-benefit
Product features may be _____ , _____ , or _____ attributes of the product or purchase.
basic, physical, extended
A customer may have _____ and _____ motives for buying a new car
rational, emotional
_____ decision making is used when there is a high degree of perceived risk because the customer has little or no previous experience with the purchase and the item is very expensive
Extensive
Getting ready for the sale is called the _____ in selling.
preapproach
The four main sources for developing _____ _____ are direct experience, printed materials, other people, and formal training.
product knowledge
Looking for new customers is called _____.
prospecting
Satisfied customers often give _____ , names of other people who might want to buy the product.
referrals
Preparing for the sale in retail selling centers around _____ and _____
housekeeping, stock-keeping
What are the 7 steps of a sale?
approaching the customer, determining needs, presenting the product, overcoming objections, closing the sale, suggestion selling, and relationship building
What are the 3 purposes of the approach?
begin conversation, establish rapport, focus on the merchandise
During the initial approach in a business-to-business selling situation, what is the first thing sales-people should do?
introduce themselves and their company while shaking hands with the customer
What are some examples of appropriate small talk in a business-to-business selling situation that involves a customer with whom you have had previous contact?
talking about personal topics such as family and hobbies or industry trends
What is the most effective retail sales approach?
merchandise
What is the problem with the retail service approach, “May I help you?”
in most cases the customer response is “no” and thus the goals of the approach cannot be accomplished
What is the main purpose for the determining needs step of the sale?
uncover the customer’s motives, needs and wants so that the rest of the sales process may focus on them
In the sales process, you should begin determining needs _____
as soon as possible
What are 3 methods that may be used to determine needs?
listening, observing, asking questions
What are 2 things a salesperson should not do when questioning customers?
ask personal questions, ask a series of questions in a row
What is the goal of the product presentation?
match customer’s needs and wants with product features
When you don’t know your customer’s price range, and knowledge of the intended use is insufficient to determine a price range, what should you do?
begin showing a medium-priced product
To best describe your product during the product presentation, what is it a good idea to do?
use descriptive adjectives and action verbs; avoid slang and; and/or use layman’s terms
To make a product presentation come alive, what should you do?
handle the product with care, display it creatively, demonstrate its selling points, use sales aids, and involve the customer in the sale
What are objections?
concerns, hesitations, doubts or other honest reasons a customer has for not making a purchase
Why should you welcome and plan for objections?
they can guide you in the sales process by helping you redefine the customer’s needs and determine when the customer wants more information
What are the 5 buying decisions upon which most objections are based?
need, product, source, price, and time
What is the four-step method for handling objections?
listen carefully, acknowledge the customer’s objection, restate the objection, answer the objection
When an objection is based on a product’s high price, what method should the salesperson use for handling objections
superior point method
What is the adage that exemplifies the demonstration method for handling objections?
“Seeing is believing”
You _____ the sale when your customer is ready to buy.
close
To detect an opportunity to close the sale, look for _____ _____.
buying signals
The _____ _____ is a closing method that encourages a customer to make a decision between two items.
which close
The _____ _____ is a closing method in which you ask for the sale.
direct close
The _____ _____ _____ close should only be used when a product is in short supply or the price will be going up in the near future.
standing room only
In the _____ _____ , the salesperson can use special services to help close the sale, such as gift wrapping, special sales arrangements, warranties, and guarantees, or bonuses and premiums.
service close
_____ _____ involves selling customers items that will save them time and money or make the original purchase more enjoyable.
Suggestion selling
Obtaining positive agreement from the customer to buy is _____ _____ _____ .
closing the sale
_____ _____ involves the strategies businesses use to stay close to their customers.
Relationship marketing
A _____ _____ is the initial effort to close the sale.
trial close
More and more retailers, especially department stores and clothing stores, are using electronic _____ to enter sales transactions, while supermarkets are using _____ _____ .
wands, optical scanners
Two types of widely used codes for electronic entry are the _____ and the _____ .
UPC, UVM
Coins and currency designated for the register for a given day’s business are collectively called the _____ _____ _____ .
opening cash fund
A(n) _____ is a bill for merchandise purchased.
invoice
The price for one pair of panty hose when three pairs are $15.25 is _____ .
$5.08
The _____ _____ is the maximum amount a salesperson may allow a customer to charge without getting special authorization.
floor limit
If a customer purchases tow items at $19.99 each and the sales tax is 6%, _____ is due from the customer for the total purchase.
$42.38 ($19.99 x $2 = $39.98 x 1.06 (6% + 100%) = $42.38)
A(n) _____ _____ is a legal contract between the buyer and the supplier.
purchase order
In a business-to-business transaction, a buyer who wants to take advantage of the discount offered on a January 12th invoice that has dating terms of 2/10, net 30, could do so if he or she made payment by _____ .
January 22
With F.O.B. _____ _____ the buyer pays the shipping costs and is responsible for losses or damages that occur in transit.
shipping point
