Chapter 13 Beginning the Sales Process

The salesperson simply welcomes the customer to the store.

• Ending approach

• Merchandise approach

• Greeting approach

• Service approach

The salesperson asks the customer if he or she needs assistance.

• Service approach

• Greeting approach

• Merchandise approach

• Ending approach

Greeting the customer face-to-face.

• Presenting the product

• Determining needs

• Approaching the customer

• Ending the sale

Salesperson makes a comment about a product in which the customer shows interest.

• Service approach

• Merchandise approach

• Greeting approach

• Ending approach

Creating a means of maintaining contact with the customer after the sale.

• Presenting the product

• Closing the sale

• Suggestion selling

• Relationship building

Getting the customer's positive agreement to buy.

• Closing the sale

• Relationship building

• Starting the sale

• Presenting the product

Learning why the customer is reluctant to buy.

• Presenting the Product

• Closing the sale

• Overcoming objections

• Relationship building

Expressing yourself without the use of words.

• Communication

• Speaking with the customer

• Verbal communication

• Nonverbal communication

Matching characteristics of a product to a customer's needs and wants.

• Feature-benefit selling

• Telemarketing

• Limited decision-making

• Cold canvassing

A conscious, logical reason for a purchase.

• Rational motive

• Emotional motive

• Intrinsic motive

• Limited motive