Marketing Essentials 3rd Edition Chapter 13 N.Peoples and C.Johnson
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chiltoncountydeca on January 18, 2012
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56 terms
Terms | Definitions |
|---|---|
 expressing yourself through body language | What is Nonverbal communicartion? |
| What is an open-ended communications? | questions that require more than a yes or no answer |
| Watch how long they observe and look at a certain product. | How can you tell if a customer is interested in a product? |
| Yes, they tell you specifically and you will then be able to help your customer better. | Will listening to a customers needs tell you exactly what their for? |
| They should wait so they know exactly what i'ts for and whot it's for? | Should a sales person wait to hear what the customer is looking for or just go straight into determining what they need |
| The sales person must ask questions. | To get a customer to talk what a must sales person do? |
| To ask what is the main use of the product | When determing needs what must done? |
| Who, what, when, where, now, why | What main words should you build your questions around. |
| Ask more specific questions relationing to the products. | When you have an idea of the customers specific needs, what must be done next? |
| Yes, some customers will be protective of their privacy? | Should questioning be done carefully? Why? |
| When selling skis, what should you determine first? | the customers weight |
| Should you ask their price range | yes, so you don't go over and maybe sell a product |
| The customer may feel cross examined | Why should you not ask to many questions in a row? |
| So they give you valuable information about their needs | Why should you ask what the customer dislike about their copier if they want to buy a new one? |
| False | True/False Should you ask questions that are embarrassing or diffensive |
| yes, these motives can be rational, emotional, or combination of both | Is a customer's needs related to by motives? |
| True | True/False The sales person should continue determining needs through out the sales process |
| Observing Listening Questioning | What are the three methods to help you determine customer needs. |
| Observing | What is the proper selction of facts? |
| take a sinsene interest in the customer essential | Even if you can't tell whether the customer's needs are obvious or not, what should you do? |
| What is the service approach method? | Where the salesperson asks the customer if he/she needs assistance. |
| What is the service approach method? | Where the salesperson asks the customer if he/she needs assistance. |
| What is the greeting approach method? | Where the salesperson simply welcomes the customer to the store. |
| What is the greeting approach method? | Where the salesperson simply welcomes the customer to the store. |
| What is the merchandise approach method? | Where the salesperson asks questions about a product that the customer shows interest in. |
| What is the merchandise approach method? | Where the salesperson asks questions about a product that the customer shows interest in. |
| The seven steps of a sale: | Approach, Needs Determined, Product Presentation, Objections, Closing the Sale, Suggestion Selling |
| The seven steps of a sale: | Approach, Needs Determined, Product Presentation, Objections, Closing the Sale, Suggestion Selling |
| When using the greeting approach it is important to use a _____ tone. | Rising |
| When using the greeting approach it is important to use a _____ tone. | Rising |
| This approach method is most effective in retail sales because it focuses attention on the merchandise. | Merchandise Approach Method |
| This approach method is most effective in retail sales because it focuses attention on the merchandise. | Merchandise Approach Method |
| This approach method does not highlight the merchandise, but instead establishes a positive atmosphere. | Greeting Approach Method |
| This approach method does not highlight the merchandise, but instead establishes a positive atmosphere. | Greeting Approach Method |
| This approach method is usually only used when the customer is in a hurry or you are an order taker for routine purchases. | Service Approach Method |
| This approach method is usually only used when the customer is in a hurry or you are an order taker for routine purchases. | Service Approach Method |
| Greeting the customer face to face | Approaching the customer |
| Greeting the customer face to face | Approaching the customer |
| Overcoming Objections | Learning why the customer is reluctant to buy, providing information to remove the uncertainty, and helping the customer to make a satisfying buying decision. |
| Overcoming Objections | Learning why the customer is reluctant to buy, providing information to remove the uncertainty, and helping the customer to make a satisfying buying decision. |
| Relationship Building | Creating a means of maintaining contact with the customer after the sale is completed. |
| Relationship Building | Creating a means of maintaining contact with the customer after the sale is completed. |
| Getting the customers positive agreement to buy | Closing the Sale |
| Getting the customers positive agreement to buy | Closing the Sale |
| Presenting the Product | Describing an item's features to a customer |
| Presenting the Product | Describing an item's features to a customer |
| Suggestion Selling | Technique of suggesting additional items to go along with merchandise requested by a customer. |
| Suggestion Selling | Technique of suggesting additional items to go along with merchandise requested by a customer. |
| Learning what a customer is looking for in a good/service | Determining Needs |
| Learning what a customer is looking for in a good/service | Determining Needs |
| True or False: Counter salespeople generally fill the role of order-taker. | True |
| True or False: Counter salespeople generally fill the role of order-taker. | True |
| Truse or False: You are most likely to see the merchandise approach in a clothing store. | True |
| Truse or False: You are most likely to see the merchandise approach in a clothing store. | True |
| True or False: It is not usualy recommended to give customers personal space. | False |
| True or False: It is not usualy recommended to give customers personal space. | False |
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