_____ is the way in which a business provides services before, during, and after a purchase.

The process of making contact with people who are not expecting a sales contact are called a(n) ____.

An office that is set up for the purpose of receiving and making customer calls for an organization is called a ____.

Employees who assist customers, take orders, and answer questions that come into the company via phone or website are called the ____.

Information and resources available to customers through the Internet is ____.

____ is personal selling done over the telephone.

Step in the sales process in which the salesperson makes the first in-person contact with a potential customer.

Moment when a customer agrees to buy a product.

B2C approach that combines the greeting and merchandise approaches.

Attitude of a business and employees that customer satisfaction always comes first.

Personal reasons not to buy.

Sales method of showing the major selling features of a product and how it benefits the customer.

B2C approach that consists of a friendly welcome to the store or department.

B2B stands for______________________.

A(n) ______ sales person communicates with customers via phone or e-mail.

A(n) _________ sales person visits with customers at their place of business.

_________ selling focuses on building long-term relationships with customers.

___________ is the method of showing the major selling features of a product and how it benefits the customers.

B2C stands for ___________.

Potential customers are called leads or ____________.

Rational buying motives are based on ___________.

Concerns or other reasons a customer has for not making a purchase are called ________________.

_____________ is the first step to prepare for personal selling.

The sales technique of showing products that are different from the originally requested product is called __________.

A ____________ is the exchange of payment and product.

Verbal or nonverbal signs that a customer is ready to purchase are called _____________.

A potential customer.

Concerns or other reasons a customer has for not making a purchase.

Promising more than the product or the business can deliver.

B2C approach in which the conversation starts with a comment about the product.

Tasks that are performed before contact is made with a customer.

Sales technique of showing products that are different from the originally requested product.

Series of steps that a salesperson goes through to help the customer make a satisfying buying decision.

B2C approach that starts with the phrase "May I help you?"