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Marketing Essentials 2009 edition

service approach

the retail sales approach that offers assistance

greeting approach

the retail sales approach that welcomes the customer

merchandise approach

the retail sales approach that focuses on the product

non-verbal communication

expressing oneself through body language

open-ended questions

require more than a yes or no answer

establish

to set up or begin

item

A single thing in a set, group, or list

alternative

a choice from among two or more things

seek

look for

observe, listen, question

ways to determine customer needs

refine

to improve or purify

selling process

7 steps: Approach, determine, present, overcome objections, close the sale, suggestion selling, relationship building

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