Marketing Essentials Chapter 14
Terms in this set (25)
Words that the average customer can understand.
Concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.
Reasons for not buying or not seeing the salesperson.
Objection Analysis Sheet
A document that lists common objections and possible responses to them.
To restate something in a different way.
Involves recommending a different product that would satisfy the customer's needs.
A selling method that converts a customer's objection into a selling point.
A selling technique that permits the salesperson to acknowledge objections as valid, yet still offset them with other features and benefits.
A selling method that involves using a previous customer to other neutral person who can give a testimonial about the product.
What is the goal of the product presentation?
match the customer's needs with appropriate product features and benefits
Describe some guidelines for what to say during the product presentation?
Show no more than three items during a presentation, use highly highly descriptive adjectives and active verbs when describing product features, avoid unclear words such as nice, pretty, and fine.
What are four techniques that will make the product presentation lively and effective?
Displaying and handling the product, demonstrating the product, using sales aids, and involving the customer.
Why are objections important to the sales process?
They give you an opportunity to present more information to the customer.
List the five buying decisions on which common objections are based.
need, product, source, price, time
Explain the process of handling customer objections?
listen carefully, acknowledge the objections, restate the objections, answer the objections.
Name seven specific methods for handling objections.
substitution method, boomerang method, superior point method, third party method, denial method, demonstration method, question method.
technical terms used in business to business sales
used to overcome objections when it is based on misinformation
3 products at a time
how many products should you show a customer at one time
great skill or knowledge
to investigate the accuracy or truth of a statement
very informal language
to reword the meaning of a statement
a neutral person
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