exam review

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Across
  1. 5. suggesting related merchandise
  2. 6. helpful for future sales
  3. 10. a product feature that benefits the customer
  4. 12. offering a customer a payment plan for a purchase
  5. 13. "are you using cash or credit?"
  6. 14. common objections are based on this
  7. 15. a first attempt to get a customer’s agreement to buy
  8. 17. when you ask a customer multiple questions at once
  9. 21. A written record of a sales transaction
  10. 23. reasons for not buying or seeing a salesperson
  11. 24. method of objection turned into a selling point
  12. 26. listen carefully, acknowledge, ____ and answer
  13. 27. part of training with a more experienced salesperson
  14. 28. phone solicitation to make a sale
  15. 30. payment when item sells
Down
  1. 1. face to face meeting with a customer
  2. 2. questions that require more than yes or no
  3. 3. vocabulary used with industrial buyers
  4. 4. a way to determine needs
  5. 5. What system involves finding customers and keeping them satisfied?
  6. 7. to analyze what has occurred
  7. 8. product or service offered, how much, at what price
  8. 9. maximum number of items a salesperson should show a customer at one time
  9. 11. encouraging a customer to decide between two items
  10. 16. a salesperson uses these items when presenting a product
  11. 18. when you should educate a customer about special care/instructions
  12. 19. objection based on misinformation
  13. 20. a third-party method of handling objections.
  14. 22. companies in touch with customers via Facebook and Twitter
  15. 25. an important way to show the customer youre listening
  16. 29. how you should approach a customer who is in a hurry