Sales & Services

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Product Features

Basic, physical attributes of a product or purchase

Boomerang Method

Bringing the objection back to the customer as a selling point

Denial Method

Correcting the resistance because of poor information

Resistance

Customer's objection or excuse for not making purchase

Close-ended Questions

Require a yes or no answer

Business-to-Business Selling

May occur within a show room or during a trade show; consists of consultative services

Customer Benefits

Personal advantages or satisfaction a customer receives from a product

Debit Card

an immediate electronic withdrawal from a checking account

Invoice

an itemized list of goods

Direct Close

approaching the customer with a clear attempt to close the sale

Assumptive Close

assuming the customer will buy without asking for approval

Ascending Close

consistently asking costumers questions which require a yes for an answer

Hot Button Close

continually reminding clients of the features which would be most appealing to them

Demonstration Method

correcting the resistance because of poor information

Purchase Orders

legal contracts between a buyer and a supplier; used in business-to-business selling; a description of products which have been ordered; needed for business payment

Credit Card

method of payment based on personal credit amounts, authorization, and interest

Cash

paying with tangible money

Summary Close

recapping the information discussed during the presentation and emphasizing the customer's potential benefits

Suggested Ownership Close

talking to the potential client as though they already own the product

Approach

The most important element of the sales process; used to attract potential clients and customers

Telemarketing

The process of selling over the phone

Extensive Decision Making

Used when there has been little or no previous experience with a product

Superior-selling Method

Using the features and benefits to offset the objection

Objections

Valid concerns, hesitations, doubts or other honest reasons for denying a purchase

Which Close

encouraging a customer to make a decision between two items

Up-selling

encouraging the client to buy a based on limited supply or a special promotion

Standing Room Only

encouraging the client to buy based on limited supply or a special promotion

Service Close

explaining services which help to overcome obstacles or hesitations

Sales Leads

A potential or prospective customer

Personal Selling

Any form of direct selling contact between a salesperson and a customer

Open-ended Questions

Begin with who, what, where, when, why and how

Excuses

Reason for not buying or making a purchase with a particular salesperson

Substitution Method

Recommending a different product to satisfy the customer's resistance

Limited Decision Making

Used to buy products which have been previously purchased but not on a regular basis

Testimonial

using the comment or feedback from a previous customer or from another neutral individual


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