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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


to set up or begin


A single thing in a set, group, or list


a choice from among two or more things


look for

observe, listen, question

ways to determine customer needs


to improve or purify

selling process

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

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