Podcast
Questions and Answers
Maintaining eye contact is an important way to show interest and establish a rapport with a customer.
Maintaining eye contact is an important way to show interest and establish a rapport with a customer.
True (A)
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.
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 (B)
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.
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 (B)
Determining a retail customer's needs is done immediately after the approach.
Determining a retail customer's needs is done immediately after the approach.
Feature-benefit selling refers to the basic physical attributes of a product.
Feature-benefit selling refers to the basic physical attributes of a product.
How might a customer feel if you asked several questions in a row?
How might a customer feel if you asked several questions in a row?
During which step of the sale should you learn what the retail customer is looking for in a good or service?
During which step of the sale should you learn what the retail customer is looking for in a good or service?
What method of initial approach is Lee using when saying 'Good morning, Mr. Rivers. How may I help you this morning?'
What method of initial approach is Lee using when saying 'Good morning, Mr. Rivers. How may I help you this morning?'
How should a salesperson approach a customer who is in a hurry?
How should a salesperson approach a customer who is in a hurry?
In an organizational sales situation, when are the customers' needs usually determined?
In an organizational sales situation, when are the customers' needs usually determined?
As part of training some salespeople (blank) more experienced salespeople before actually selling.
As part of training some salespeople (blank) more experienced salespeople before actually selling.
Questions that require more than a yes or no answer are called (blank) questions.
Questions that require more than a yes or no answer are called (blank) questions.
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.
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.
Based on the dependability of her last Volkswagen, Selena decided to buy a new one. So she had a (blank) motive for her purchase.
Based on the dependability of her last Volkswagen, Selena decided to buy a new one. So she had a (blank) motive for her purchase.
There are three methods to use for the approach: (blank), greeting, and merchandise.
There are three methods to use for the approach: (blank), greeting, and merchandise.
To educate the customer, a good salesperson should have (blank) knowledge.
To educate the customer, a good salesperson should have (blank) knowledge.
For an organizational sale approach, it is best to (blank) early.
For an organizational sale approach, it is best to (blank) early.
A product's (blank) is the most basic product benefit.
A product's (blank) is the most basic product benefit.
(Blank) is an important interpersonal skill demonstrated by giving customers undivided attention when selling.
(Blank) is an important interpersonal skill demonstrated by giving customers undivided attention when selling.
What is the definition of 'Approach' in sales?
What is the definition of 'Approach' in sales?
What is a rational motive?
What is a rational motive?
What does feature-benefit selling entail?
What does feature-benefit selling entail?
What is a selling point?
What is a selling point?
What does observing refer to in the context of selling?
What does observing refer to in the context of selling?
What is the purpose of an open-ended question in sales?
What is the purpose of an open-ended question in sales?
What does cold canvassing mean?
What does cold canvassing mean?
What is engaging the customer?
What is engaging the customer?
What does nonverbal communication involve?
What does nonverbal communication involve?
What is a service approach in sales?
What is a service approach in sales?
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
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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.
