Product Information 

     Labels - Display of information about a product on its container, packaging, or the product itself

     Product Manuals - A technical communication document intended to give assistance to people using a             particular system

AIDA Concept - (Attention, Interest, Desire, Action)

Steps of the Sale

     1. Approach
     2. Determine Needs
     3. Present Product
     4. Overcome Objections
     5. Close Sale
     6. Suggestion Sell
     7. Relationship Building

Approach Methods 

     Service Greeting - Involves the salesperson asking the customer if he/she needs help or assistance. It                 should be an open-ended question such as, “How may I help you?” to give the customer a chance to                 respond with more than ‘yes’ or ‘no’.

     Social Greeting - The salesperson asks a simple introductory "How are you today?" style question to                   engage the customer in conversation

     Merchandise Greeting - The salesperson makes a comment or asks questions about a product in which the       customer shows interest

     Combination - Using multiple forms of greetings at once such as "Hi, how are you? Is there anything I can         help you with?"

Features - A distinctive characteristic of a good or service that sets it apart from similar items

Benefits - Advantage consumers perceive that they receive from a product or service

Objection Methods

     Boomerang - Brings objections back to the customer as a selling point

     Denial - Used when customers objection is based on misinformation

     Demonstration - Shows customer how product works

Closing Methods 

     Which - Offering a customer two options to decide between to make a sale. The key is giving two options         that both lead toward a sale

     Trial - A temporary offering intended to provide market information by allowing consumers to examine, use       or test a product prior to fully committing company resources to a full launch

     Standing Room Only -  Way of selling a product in which someone tries to sell it quickly by telling the buyer       that many people want to buy it and that only a limited number are left

     Direct - When the salesperson directly asks the customer to buy the product
Follow Up Methods 

     Receipt - What customers receive after purchase of product to remind the customer of the business that           took place

     Reassurance - Let the customer know that if they have anymore questions/concerns they are happy to help

     Thank You - Thanking the customer for their business

     Phone Calls - Calling back customers making sure they are satisfied with the product and making sure to           ask if they need anymore assistance

     Written Correspondence -  The exchange of information in a written format for the process of business               activities

Customer Service - The assistance and advice provided by a company to those people who buy or use its products or services

Ethics - Provide a basic framework that businesses may choose to follow to gain public acceptance

Buying Motives

     Rational - Purchases that are made whenever a consumer elect goals based on totally objective criteria

     Emotional - The selection of products according to personal or subjective criteria

Warranties - A written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time

Guarantees - A formal promise or assurance (typically in writing) that certain conditions will be fulfilled, especially that a product will be repaired or replaced if not of a specified quality and durability