5.02 Vocab

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Across
  1. 2. A deferred purchase agreement in which the store sets aside the customer’s merchandise until the customer has fully paid for it.
  2. 4. A method of closing the sale that encourages a customer to make a decision between two items.
  3. 5. Physical characteristics of an item.
  4. 7. Customer reasons for buying based on logical thinking and decision-making.
  5. 8. An exchange transaction in which the replacement merchandise sells for more or less than the returned merchandise.
  6. 10. Customers who know exactly what they want and why, and who prefer to make their purchase quickly.
  7. 19. The method of closing that is used when a product is in short supply or when the price will be going up in the near future.
  8. 22. A “cash-on-delivery” sale in which payment is made to the delivery person when the merchandise is delivered.
  9. 23. A book, card, or electronic file in which customers’ names, addresses, phone numbers, sizes, important occasions, color preferences, and previous purchases are recorded.
  10. 24. A technique of handling objections in which the customer is questioned in an attempt to learn more about the objection(s) raised.
  11. 25. Satisfactions customers derive from product features.
  12. 27. Suggesting a substitute item that is higher priced, of better quality, or more economical for the customer than the item originally requested.
  13. 29. A customer’s reasons for buying goods and services.
  14. 30. Honest reasons a customer hesitates to buy.
  15. 32. A technique of handling objections that provides proof and accurate information in answer to objections.
  16. 34. Customer reasons for buying based on feelings.
  17. 36. The method of closing the sale that explains services that overcome obstacles or problems.
  18. 39. The salesperson’s initial attempt(s) to close the sale.
  19. 40. A certificate that entitles the customer to buy an out-of-stock advertised special at a later time at the same advertised price.
  20. 41. The initial face-to-face meeting with the customer.
Down
  1. 1. Reasons customers choose to shop at one store instead of another.
  2. 3. A method of closing the sale in which the salesperson simply asks for the sale.
  3. 6. A method of increasing sales by encouraging the customer to add items to the original purchase.
  4. 9. A transaction in which previously purchased merchandise is returned and replaced by other merchandise.
  5. 11. A technique of handling an objection by showing one or more features of a good or service.
  6. 12. A technique of handling objections in which the salesperson acknowledges objections as valid, but offsets them with other features and benefits.
  7. 13. An exchange transaction in which the replacement merchandise is the same price as the returned merchandise.
  8. 14. Getting a commitment from the customer to buy the merchandise.
  9. 15. Partial return of the retail price for merchandise the customer has kept.
  10. 16. Customers who need an item but want more information before making a purchase.
  11. 17. selling The process of salespeople doing everything possible to strengthen relationships with customers.
  12. 18. A type of suggestion selling in which the salesperson offers more than one (multiples) of the same or similar item.
  13. 20. The process of recording a sale and presenting the customer with proof of payment.
  14. 21. Merchandise data collected electronically when consumer purchase transactions are recorded.
  15. 23. Customers who are killing time or simply browsing.
  16. 26. Contact with the customer after the sale has been made.
  17. 28. Additional items that can be obtained as a result of purchasing an item.
  18. 31. The feature of computerized POS systems that automatically adjusts prices to the correct amount when bar codes are scanned at the checkout.
  19. 33. Additional related merchandise items that create complete outfits.
  20. 35. A technique of handling objections that uses a previous customer or another neutral person who can give a testimonial about the product.
  21. 37. Merchandise returned for a refund or credit on account.
  22. 38. A technique of handling objections in which the objection comes back to the customer as a selling point.