Perfume and cosmetics salespeople sometimes offer customers a premium, such as a makeup bag or small bottle of perfume with a purchase. This offer is part of a service close.

As a customer leaves a shop, the salesperson should thank him or her even if the customer has not made a purchase.

A salesperson can continue with the sales process if a trial close fails in a retail setting.

Suggestion selling benefits the salesperson, the customer, and the company.

When a customer is having difficulty making a buying decision, what should the salesperson do?

What does “up-selling” mean when using suggestion selling?

During what stage of selling should you educate a customer about the special care or special instructions an item requires?

Colin sells camping gear at Northwestern Adventures. Just before he writes up a customer’s purchase, he shows the customer the store’s newest merchandise, particularly items that relate to the customer’s purchase. What method is Colin using to sell additional merchandise?

What type of sales close would a customer view as a pressure tactic?

“Would you like to look at other merchandise? We’re having a weekend sale right now,” is an example of suggestion selling that communicates sales ____________________.

“How would you like to pay for this—with cash or credit?” is a question to be used during a(n) ____________________ close.

One helpful technique for closing the sale is a dramatic product ____________________.

Courtney owns an art gallery. Recently, she heard a customer say, “This landscape painting will be perfect for the north wall in my dining room.” The customer’s comment represented a ____________________ signal.

Jill is rarely successful at suggestion selling because she usually asks customers, “Will that be all for you?” She needs to be more ____________________ with her suggestions.

A salesperson should not pressure a customer into making a buying decision because it might trigger an ____________________.

Ongoing communication with customers is facilitated through e-mail, ____________________, online support, retail and vendor services, and customer training.

Jason at Your Other Car Used Auto Sales always calls a customer three weeks after the customer has purchased a car to see if he or she is satisfied with the car and service. This call is an example of ____________________.

Hotel room questionnaires that ask guests to rate services help hotel management to ____________________, which helps solidify relationships with customers.

helpful for future sales

encouraging a customer to decide between two items

can be used when the price of a product will soon increase

to analyze what has occurred

reinforce a customer’s buying decision

offering a customer a payment plan for a purchase

used when the buying signal is strong

suggesting related merchandise

a first attempt to get a customer’s agreement to buy

leave an opening for returning sales calls; the way to succeed