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| Conflict of needs: Situation that occurs when a customer needs two or more items at the same time but can only afford one |
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| Deny it: Method of answering objections in which the salesperson directly denies the customer’s objection |
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| Excuse: An insincere and invalid statement used to cover up a real reason for not buying |
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| . Need: Something required or essential that is lacking |
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| Objection: 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 |
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| Open-ended question: A type of question that requires more than a simple “yes” or “no” response |
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| Point-counterpoint: 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 |
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| Selling point: A valid reason for buying |
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Show ‘em: Method of answering objections in which the salesperson answers the objection
by showing the product in use; also called the demonstration method |
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| The inquiry: Method of answering objections in which the salesperson asks questions of customers to enable them to answer their own objections; also called question method |
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| The testimonial: 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 |
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| Toss-it-back: Method of answering objections in which the salesperson turns the customer’s objection into a valid reason for buying; also called boomerang method |
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| Try it: Method of answering objections in which the salesperson allows the customer to actually try out the product before buying it |
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| Want: A desire for something that may or may not be required |
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| Yes…but: 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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