Chapter 13

Step in the sales process in which the salesperson makes the first in-person contact with a potential customer.

• approach

• service approach

• buying signals

• combination approach

B2C approach that combines the greeting and merchandise approaches.

• preapproach

• suggestion selling

• customer- service mindset

• combination approach

Attitude of a business and employees that customer satisfaction always comes first.

• transaction

• personal selling

• customer- service mindset

• feature-benefit selling

Sales method of showing the major selling features of a product and how it benefits the customer.

• excuses

• personal selling

• customer service

• feature-benifit selling

Employees who assist customers, take orders, and answer questions that come into the company via phone or website.

• substitute selling

• approach

• call center

• customer support team

Way in which a business provides services before, during, and after a purchase.

• customer service

• customer support team

• merchandise approach

• feature-benefit selling

Personal reasons not to buy.

• excuses

• frequently asked questions (FAQ) page

• personal selling

• sales process

Tasks that are performed before contact is made with a customer

• preapproach

• transaction

• substitute selling

• buying signals

Process of making contact with people who are not expecting a sales contact.

• suggestion selling

• excuses

• cold calling

• overselling

Concerns or other reasons a customer has for not making a purchase.

• excsuses

• greeting approach

• merchandise approach

• objections