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Chapter 12 – preparing for the sale flashcard

Feature-benefit sellingMatching product characteristics to a customers needs and wantsCustomer BenefitsAdvantages or personal satisfaction a customer will get from a good or serviceLimited decision makingUsed when a person buys goods and services that he or she has purchases before, but not on a regular basis. Emotional MotiveA feeling that a customer associates with a productPersonal SellingDirect contact between a salesperson and customerProspect or LeadA potential CustomerRoutine Decision MakingUsed when a person needs little information because of a high degree of prior experience with a product or low perceived risksProduct FeatureBasic, physical, or extended attributes of a product or purchaseRational MotiveConscious, factual reason for a purchaseExtensive Decision MakingUsed when there has been little or no previous experience with an infrequently purchased itemPre-ApproachGetting ready for the face-to-face selling encounterCold CanvassingTechniques used when a salesperson tries to locate potential customers with little or no direct helpEndless Chain MethodTechniques used when a salesperson asks existing customers for names of potential customersConsultative SellingProviding solutions to customers’ problems by finding products that meet their needsTelemarketingProcess of selling over the phonesales quotaAre dollar or unit sales goals set for the sales staff to achieve in a specified period of timegreeting approach methodUpon initial face-to-face contact, the salesperson simply welcomes the customer to the storeMerchandise approach methodupon initial face-to-face contact with the customer, the salesperson makes a comment or asks questions about a product that the customer is looking atNonverbal CommunicationExpressing yourself through body languageOpen-ended questionsInquiries that require more than a yes or no answerService approach methodUpon initial face-to-face contact, the salesperson asks the customer if he or she needs assistance

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