1. CHAPTER 14 & 15 MARKETING DYNAMICS STUDY GUIDE

2. Layman’s terms words the average customer can understand.

3. Excuses -are insincere reasons for not buying or not seeing the salesperson. Objections are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.

4. Objection analysis sheet lists common objections and possible responses to them. Paraphrase restate words in a different way.

5. Boomerang method brings the objection back to the customer as a selling point. Superior point method a technique that permits the salesperson to acknowledge objections as valid yet still offset them with other features and benefits.

6. Third party method involves using a previous customer or another neutral person who can give a testimonial about the product.

7. Name the five buying decisions upon which common objections are based Need Product Source price and time

8. List the four steps involved in the process for handling customer objections- listen carefully acknowledge the objection restate the objection answer the objection.

9. Figuring price per yard #7 Math problem, Ch. 14.2, pg. 252

10. Ch. 14-Thinking critically question # 3 identify the best method for handling these objections: a. “This is the smallest TV I”ve ever seen. How can it have a clear picture?” Demonstration method, b. “I didn’t think automatic focus cameras cost so much”. Superior point method

11. Ch. 14-Thinking critically question # 3 identify the best method for handling these objections: c. “I’m not sure I need a copier that enlarges and reduces, especially at $300 more than the basic model.” Question method D. “Will this nylon and polyester fiberfill vest need to be dry-cleaned? Denial method e. “These running shoes are so lightweight. Are they definitely for avid runners?” - Boomerang

12. Closing the sale is obtaining positive agreement from the customer to buy. Buying signals the things customers do or say to indicate a readiness to buy.

13. Trial close is an initial effort to close a sale. Which close encourages a customer to make a decision between two items Standing-room only close- is used when a product is in short supply or when the price will be going up in the near future.

14. #7 Math problem Ch. 15.2, pg. 268

15. Ch.15-Thinking critically question #1 Select the most appropriate closing method and provide your rationale. A. “I like this TV, but I don’t have the money with me to buy it today.” Service close B. “You’ve shown me so many pairs of gloves I like that I can’t make up my mind.” which close

16. C. “My parents are fussy. What if I buy them this clock and they don’t like it?”- service close d. “I had a bad experience with my last computer and am concerned about this one’s reliability.” service close