Term
|
Definition
| Situation that occurs when a customer needs two or more items at the same time but can only afford one |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson directly denies the customer’s objection |
|
|
Term
|
Definition
| An insincere and invalid statement used to cover up a real reason for not buying |
|
|
Term
|
Definition
| Something required or essential that is lacking |
|
|
Term
|
Definition
| A point of difference between a customer and a salesperson that may prevent a sale; simply stated, it is the customer’s reason for not buying |
|
|
Term
|
Definition
| A type of question that requires more than a simple “yes” or “no” response |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson agrees on a valid point made by the customer and then answers the point by offering an equal or superior point; also referred to as superior point or counterbalance method |
|
|
Term
|
Definition
| A valid reason for buying |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson answers the objection by showing the product in use; also called the demonstration method |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson asks questions of customers to enable them to answer their own objections; also called question method |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson uses a neutral third party who has tried the product as an example; also called third-party method |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson turns the customer’s objection into a valid reason for buying; also called boomerang method |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson allows the customer to actually try out the product before buying it |
|
|
Term
|
Definition
| A desire for something that may or may not be required |
|
|
Term
|
Definition
| Method of answering objections in which the salesperson tactfully acknowledges an objection and then courteously answers the objection without directly contradicting the customer |
|
|
