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Mktg Ch 13
Preparing to Sell
| Question | Answer |
|---|---|
| There are three methods to use for the approach: ____, greeting, and merchandise | service |
| Based on the dependability of her last Volkswagen automobile, Selena decided to buy a new one. So she had a(n)______ motive for her purchase. | rational |
| way to determine needs | observe |
| encouraging customers to talk | open-ended questioning |
| maintaining ___ ____ is an important way to show interest and establish a rapport with a customer. | eye contact |
| locating potential customers without checking leads | cold canvassing |
| questions that require more than a "yes" or "no" answer are called ________. | open-ended |
| logical reason for making a purchase | rational motive |
| inquiring about a customer needing assistance | Service approach |
| facial expressions, hand motions, and eye movements | nonverbal communication |
| a product feature that benefits the customer | selling point |
| A product's ____ ____ is the most basic product benefit | intended use |
| in an organizational sales situation, the customers' needs usually are determined when _________. | prospecting |
| as part of training, some salespeople job ___ more experienced salespeople | shadow |
| how a customer might feel if you asked several questions in a row | cross examined |
| initial approach involving business etiquette | engaging customer |
| to educate the customer, the salesperson should have good ___ knowledge | product |
| As Lee approached the customer he said, "Good morning, Mr. Rivers, how are you this morning?" What method of initial approach is Lee using? | Greeting approach |
| matching product with customer's needs and wants | Feature-benefit selling |
| this concept is the basis for developing the selling points used in the sales presentation | Feature-benefit selling |
| during this step you learn what the retail customer is looking for in a good or service | determining needs |
| face-to-face meeting with a customer | approach |
| For an organizational sales approach, it is best to ___ early. | arrive |
| When a retail salesperson approaches a customer and asks, “Are you looking for a children’s jacket?” the salesperson is using the _____ approach method. | Merchandise |
| determining a retail customer's needs is done ___ after the approach | immediately |
| This is an important interpersonal skill demonstrated by giving customers undivided attention when selling. | listening |
| how should a salesperson approach a customer who is in a hurry? | quickly |
| You should not ask a customer her ____ when size is important to the product | weight |
Created by:
apeake
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