Marketing Essentials 3rd Edition Chapter 15 J.Todd
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Created by:
chiltoncountydeca on January 19, 2012
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20 terms
Terms | Definitions |
|---|---|
 suggestion selling | selling additional goods or services to the customer. |
| relationship marketing | a strategy that focuses on keeping and improving relationships with current customers |
| selling | ________ is a process of persuasion |
| 5 | how many rules are there for suggestion selling |
| 3 | how many methods are used in suggestion selling |
| offering related merchandise, recommending larger quantities and calling attention to special opportunities | what are the three methods of suggestion selling |
| related merchandise | _________ can be a good or service that would increase the use or enjoyment of the customers original purchase |
| time/money | Large quantities in retail save the customer __________and __________ |
| retail sales | in________ personnel should routinely inform customers on the arrival of new products |
| occasions/holidays | special_________ and __________ present opportunity to sell more merchandise |
| business to business | In ________ situations, sales representatives often show items to the customers after they have accomplished the sale of merchandise requested |
| customer service | _____________is an important part in today's competitive market |
| after-sale activities | _____________ are used to develop and nurture customer relationships |
| payment of order | while taking customers __________ or ___________ you should avoid saying anything irritating to the customer |
| thank | always_______ your customers before departute |
| make the suggestion definite/ make the suggestion positive | name two rules in suggestion selling |
| to draw the customer back | why are after sale activities important? |
| call the shipping department to confirm a special delivery date send a thank you note with your business card attached | list two ways to follow up on a customer |
| what were the strong parts of your sales representation? what did you do wrong | list two questions to ask your self in your evaluation |
| objective self-evaluation | ______________is a helpful tool in any career |
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