Deck 15 Flashcards
(50 cards)
Enumeration
Listing items in order
Initiative
The process of taking action and doing what needs to be done without being asked
Equity
The concept of equal rights and opportunities for everyone
Top Management
Managers that make decisions that affect the whole company
Supervisory-level Management
Managers who supervise the activities of employees who carry out the tasks determined by middle and top management
Horizontal Management
A structure where top management shares decision making with self managing teams of workers who set their own goals and make their own decisions.
Feature-Benefit Selling
Sales that match the characteristics of a product to a customer’s needs and wants
Emotional Motive
A feeling experienced by a customer through association with a product
Extensive Decision Making
The process used when there has been little or no previous experience with an item
Limited Decision Making
The process used when a person buys goods and services that he or she has purchased before or not regularly
Routine Decision Making
The process used when a person needs little information about a product to make a decision because he or she buys it regularly
Pre-approach
The preparation for the face-to-face encounter with potential customers
Endless Chain Method
The process of asking previous customers for names of potential customers
Cold Canvassing
The process of locating as many potential customers as possible without checking out leads beforehand
Service Approach
A way to approach a customer that focuses on asking the customer if he or she needs assistance
Greeting Approach
A way to approach a customer that focuses on welcoming the customer to the store
Merchandise approach
A way to approach a customer that focuses on making a comment or asking questions about a product in which the customer shows interest
Open-ended Question
Questions that require respondents to construct their own answers
Layman’s Terms
Words the average customer can understand
Objection Analysis Sheet
A document that lists common objections and possible responses to them
Substitution Method
A selling method that involves recommending a different product that would still satisfy the customer’s needs
Boomerang Method
A selling method that converts a customer’s objection into a selling point
Superior-point Method
A selling technique that permits the salesperson to acknowledge objections as valid yet still offset them with other features and benefits
Third-party Method
A selling method that involves using a previous customer or other neutral person who can give a testimonial about the product
