Chap 14
Order by
9 terms
Terms | Definitions |
|---|---|
| Layman's terms | word the average customer can understand |
| objections | concerns hesitations doubts or other honest reasons a customer has for not making a purchase |
| Excuses | a defense of some offensive behavior or some failure to keep a promise etc. |
| Objection analysis sheet | A document that lists common objections and responses to them |
| Paraphrase | express the same message in different words |
| Substitution method | recommending a different product that would satisfy the customers needs |
| boomerang method | the objection comes back the to the customer as a selling point |
| Superior-point method | offsets objections with other selling points |
| third-party method | involves using previous customers to testify about the product |
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