Chapter 12 – Preparing for the sale – Flashcards
Flashcard maker : Cindy Krause
Feature-benefit selling
Matching product characteristics to a customers needs and wants
Customer Benefits
Advantages or personal satisfaction a customer will get from a good or service
Limited decision making
Used when a person buys goods and services that he or she has purchases before, but not on a regular basis.
Emotional Motive
A feeling that a customer associates with a product
Personal Selling
Direct contact between a salesperson and customer
Prospect or Lead
A potential Customer
Routine Decision Making
Used when a person needs little information because of a high degree of prior experience with a product or low perceived risks
Product Feature
Basic, physical, or extended attributes of a product or purchase
Rational Motive
Conscious, factual reason for a purchase
Extensive Decision Making
Used when there has been little or no previous experience with an infrequently purchased item
Pre-Approach
Getting ready for the face-to-face selling encounter
Cold Canvassing
Techniques used when a salesperson tries to locate potential customers with little or no direct help
Endless Chain Method
Techniques used when a salesperson asks existing customers for names of potential customers
Consultative Selling
Providing solutions to customers’ problems by finding products that meet their needs
Telemarketing
Process of selling over the phone
sales quota
Are dollar or unit sales goals set for the sales staff to achieve in a specified period of time
greeting approach method
Upon initial face-to-face contact, the salesperson simply welcomes the customer to the store
Merchandise approach method
upon initial face-to-face contact with the customer, the salesperson makes a comment or asks questions about a product that the customer is looking at
Nonverbal Communication
Expressing yourself through body language
Open-ended questions
Inquiries that require more than a yes or no answer
Service approach method
Upon initial face-to-face contact, the salesperson asks the customer if he or she needs assistance
