Shared Flashcard Set

Details

Obejection Overruled
N/A
15
Marketing
9th Grade
11/21/2013

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Cards

Term
Conflict of needs
Definition
Situation that occurs when a customer needs two or more items at the same time but can only afford one
Term
Deny it
Definition
Method of answering objections in which the salesperson directly denies the customer's objection
Term
Excuse
Definition
An insincere and invalid statement used to cover up a real reason for not buying
Term
Need
Definition

Something required or essential that is lacking

Term

Objection

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

Open-ended question

Definition

A type of question that requires more than a simple “yes” or “no” response

Term

Point-counterpoint

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

Selling point

Definition

A valid reason for buying


Term

Show ‘em

Definition

 Method of answering objections in which the salesperson answers the objection

by showing the product in use; also called the demonstration method

Term

The testimonial

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
The inquiry
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

Toss-it-back

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

Try it

Definition

Method of answering objections in which the salesperson allows the customer to actually try out the product before buying it

Term

Want

Definition

A desire for something that may or may not be required

Term

Yes…but

Definition

Method of answering objections in which the salesperson tactfully acknowledges an objection and then courteously answers the objection without directly contradicting the customer

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