Sales & Services
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