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12 terms

Marketing Ess Ch 13

Marketing Essentials 2009 edition
STUDY
PLAY
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