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