Questions and Answers
Maintaining eye contact is an important way to show interest and establish a rapport with a customer.
True
As a salesperson making an approach, it is easier to engage a customer when you are in a retail sales situation than when you are in an organizational sales situation.
False
For some products, it is essential that the customer buy the proper size. When size is an important factor, it is acceptable for a salesperson to ask directly for a customer's weight.
False
Determining a retail customer's needs is done immediately after the approach.
Signup and view all the answers
Feature-benefit selling refers to the basic physical attributes of a product.
Signup and view all the answers
How might a customer feel if you asked several questions in a row?
Signup and view all the answers
During which step of the sale should you learn what the retail customer is looking for in a good or service?
Signup and view all the answers
What method of initial approach is Lee using when saying 'Good morning, Mr. Rivers. How may I help you this morning?'
Signup and view all the answers
How should a salesperson approach a customer who is in a hurry?
Signup and view all the answers
In an organizational sales situation, when are the customers' needs usually determined?
Signup and view all the answers
As part of training some salespeople (blank) more experienced salespeople before actually selling.
Signup and view all the answers
Questions that require more than a yes or no answer are called (blank) questions.
Signup and view all the answers
When a retail salesperson approaches a customer and asks 'Are you looking for a children's jacket?' the salesperson is using the (blank) approach method.
Signup and view all the answers
Based on the dependability of her last Volkswagen, Selena decided to buy a new one. So she had a (blank) motive for her purchase.
Signup and view all the answers
There are three methods to use for the approach: (blank), greeting, and merchandise.
Signup and view all the answers
To educate the customer, a good salesperson should have (blank) knowledge.
Signup and view all the answers
For an organizational sale approach, it is best to (blank) early.
Signup and view all the answers
A product's (blank) is the most basic product benefit.
Signup and view all the answers
(Blank) is an important interpersonal skill demonstrated by giving customers undivided attention when selling.
Signup and view all the answers
What is the definition of 'Approach' in sales?
Signup and view all the answers
What is a rational motive?
Signup and view all the answers
What does feature-benefit selling entail?
Signup and view all the answers
What is a selling point?
Signup and view all the answers
What does observing refer to in the context of selling?
Signup and view all the answers
What is the purpose of an open-ended question in sales?
Signup and view all the answers
What does cold canvassing mean?
Signup and view all the answers
What is engaging the customer?
Signup and view all the answers
What does nonverbal communication involve?
Signup and view all the answers
What is a service approach in sales?
Signup and view all the answers
Study Notes
Customer Interaction Techniques
- Eye contact is crucial for demonstrating interest and building rapport with customers.
- Engaging customers is generally more effective in retail than in organizational contexts.
Customer Needs Assessment
- Identifying retail customer needs occurs directly after the initial approach.
- For effective communication, a rapid approach is needed when dealing with hurried customers.
- In organizational sales, customer needs are identified during the prospecting phase.
Sales Approach Methods
- The greeting approach establishes connections, as seen when Lee addresses a regular customer.
- Other approaches include service and merchandise methods, with each tailored to different customer interactions.
Types of Questions and Communication
- Open-ended questions encourage conversation and require more than simple yes or no responses.
- Observing customer behavior is a useful strategy to determine needs.
Sales Training and Skill Development
- New salespeople often shadow experienced colleagues as part of their training process.
- Comprehensive product knowledge is essential for educating customers and facilitating informed purchasing decisions.
Motivations Behind Purchases
- Rational motives drive buying decisions based on logical considerations, such as previous product reliability.
Importance of Listening and Nonverbal Cues
- Listening is a key skill for effective selling, enabling salespeople to give customers full attention.
- Nonverbal communication, including facial expressions and gestures, significantly impacts customer interactions.
Additional Sales Concepts
- The selling point refers to product features that provide clear customer benefits.
- Cold canvassing involves reaching out to potential customers without prior lead verification.
Summary Terms
- The approach in sales is defined as the face-to-face meeting with customers to initiate interactions.
- Engaging the customer is integral to ensuring business etiquette is upheld throughout the sales process.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Description
Test your knowledge on advertising concepts with these flashcards from Chapter 13. Each card presents a statement related to sales techniques and customer engagement for you to evaluate as true or false. Perfect for students looking to reinforce their understanding of effective sales strategies.