5.02 Vocabulary

1234567891011121314151617181920212223242526272829303132333435363738394041
Across
  1. 1. A deferred purchase agreement in which the store sets aside the customer’s merchandise until the customer has fully paid for it.
  2. 7. Merchandise returned for a refund or credit on account.
  3. 8. The process of recording a sale and presenting the customer with proof of payment.
  4. 9. A technique of handling an objection by showing one or more features of a good or service.
  5. 12. A technique of handling objections in which the salesperson acknowledges objections as valid, but offsets them with other features and benefits.
  6. 14. Customers who are killing time or simply browsing.
  7. 16. An exchange transaction in which the replacement merchandise sells for more or less than the returned merchandise.
  8. 17. A technique of handling objections in which the customer is questioned in an attempt to learn more about the objection(s) raised.
  9. 18. Partial return of the retail price for merchandise the customer has kept.
  10. 21. A book, card, or electronic file in which customers’ names, addresses, phone numbers, sizes, important occasions, color preferences, and previous purchases are recorded.
  11. 22. Satisfactions customers derive from product features.
  12. 27. A type of suggestion selling in which the salesperson offers more than one (multiples) of the same or similar item.
  13. 32. A “cash-on-delivery” sale in which payment is made to the delivery person when the merchandise is delivered.
  14. 33. Additional items that can be obtained as a result of purchasing an item.
  15. 34. The method of closing the sale that explains services that overcome obstacles or problems.
  16. 35. Additional related merchandise items that create complete outfits.
  17. 36. A technique of handling objections in which the objection comes back to the customer as a selling point.
  18. 37. A method of closing the sale that encourages a customer to make a decision between two items.
  19. 38. Contact with the customer after the sale has been made.
  20. 39. The feature of computerized POS systems that automatically adjusts prices to the correct amount when bar codes are scanned at the checkout.
  21. 41. A method of increasing sales by encouraging the customer to add items to the original purchase.
Down
  1. 2. The initial face-to-face meeting with the customer.
  2. 3. party A technique of handling objections that uses a previous customer or another neutral person who can give a testimonial about the product.
  3. 4. A customer’s reasons for buying goods and services.
  4. 5. Reasons customers choose to shop at one store instead of another.
  5. 6. A method of closing the sale in which the salesperson simply asks for the sale.
  6. 10. Customers who know exactly what they want and why, and who prefer to make their purchase quickly.
  7. 11. The salesperson’s initial attempt(s) to close the sale.
  8. 13. Customers who need an item but want more information before making a purchase.
  9. 15. Customer reasons for buying based on logical thinking and decision-making.
  10. 19. selling) The process of salespeople doing everything possible to strengthen relationships with customers.
  11. 20. An exchange transaction in which the replacement merchandise is the same price as the returned merchandise.
  12. 22. Physical characteristics of an item.
  13. 23. A technique of handling objections that provides proof and accurate information in answer to objections.
  14. 24. Getting a commitment from the customer to buy the merchandise.
  15. 25. Honest reasons a customer hesitates to buy.
  16. 26. Merchandise data collected electronically when consumer purchase transactions are recorded.
  17. 28. Customer reasons for buying based on feelings.
  18. 29. Suggesting a substitute item that is higher priced, of better quality, or more economical for the customer than the item originally requested.
  19. 30. A transaction in which previously purchased merchandise is returned and replaced by other merchandise.
  20. 31. 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.
  21. 40. A certificate that entitles the customer to buy an out-of-stock advertised special at a later time at the same advertised price.