Across
- 2. inquiring about a customer needing assistance
- 6. During which step of the sale should you learn what the retail customer is looking for in a good or service?
- 8. How might a customer feel if you asked several questions in a row?
- 12. How should a salesperson approach a customer who is in a hurry?
- 13. logical reason for making a purchase
- 15. “We really can’t buy this car because we have to repaint our house and replace our refrigerator.” What is the basis for this type of objection?
- 16. locating potential customers without checking leads
- 19. way to determine needs
- 20. encouraging customers to talk
Down
- 1. matching product with customer’s needs and wants
- 3. face-to-face meeting with a customer
- 4. During a presentation, what is the maximum number of items a salesperson should show a customer at one time?
- 5. In which selling situation is using the latest jargon acceptable?
- 7. facial expressions, hand motions, and eye movements
- 9. a product feature that benefits the customer
- 10. A customer in a computer store tells the salesperson, “I can’t buy this software program. I don’t understand the directions.” The salesperson’s replies, “Let’s read over the directions together. What is the first direction you find confusing?” What method of handling objections is the salesperson using?
- 11. In an organizational sales situation, when are the customers’ needs usually determined?
- 14. A salesperson says to a customer, “I’ve had many customers express the same concern you’ve just stated.”What step of the basic strategy for handling objections does this comment represent?
- 17. initial approach involving business etiquette
- 18. Lee works in the men’s clothing department of a large department store. He notices a regular customer inspecting an elegant suit. As he approaches the customer, he says, “Good morning, Mr. Rivers. How may I help you this morning?” What method of initial approach is Lee using?