Sales 2 Lessons 1.01-1.06 Vocabulary

A person's first contact with a company or sales person.

• initial contact

• sales opening

The reasons people buy goods and services

• sales opening

• probing

• buying motive

Buying things without thinking; things that make you feel good or reminds you of something else

• emotional buying motives

• patronage buying motives

• rational buying motives

Buying a product or service because you have a loyalty to the company is an example of

• emotional buying behavior

• patronage buying behavior

• rational buying behavior

Using facts and logic when purchasing products and services is known as

• emotional buying behavior

• patronage buying behavior

• rational buying behavior

Questions that you ask which elicit a response of agreement

• Open-ended questions

• Close-ended questions

• Interpretive questions

• Assumptive questions

Questions that have an answer that can be supported with evidence.

• Open-ended questions

• Close-ended questions

• Interpretive questions

• Assumptive questions

Questions that cannot be answered with a simple "yes" or "no".

• Open-ended questions

• Close-ended questions

• Interpretive questions

• Assumptive questions

An investigation of what customers think, feel, or know is probing.

• True

• False

Probing questions that are used to check for understanding and accuracy.

• confirming probes

• information-gathering probes

• opinion-gathering probes