Ch 20 Personal Selling And Sales Management

Front 1

personal selling

Back 1

involves the two way flow of communication between a buyer and seller, often in a face to face encounter, designed to influence a person's or groups decision

Front 2

sales management

Back 2

involves planning the selling program and implementing and controlling the personal selling effort of the firm

Front 3

relationship selling

Back 3

the practice of building ties to customers based on a salesperson's attention and comitment to customer needs over time. involves mutual respect and trust among buyers and sellers

Front 4

order takers

Back 4

order taker-processes routine orders or reorders for products that were already sold by the company

Front 5

order getters

Back 5

sells in a conventional sense and identifies prospective custoemrs, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service

Front 6

customer sales support personnel

Back 6

augment the sellling effort of order getters by performing a variety of services.

Front 7

stages of selling process

Back 7

1)prospecting
2)preapproach
3)approach
4)presentation
5)close
6)follow up

Front 8

formats for sales presentations

Back 8

stimulus response presentation
formula selling format
need - satisfaction format

Front 9

ways to handle objections by a customer

Back 9

1)acknowledge and convert the objection
2)postpone
3)agree and neutralize
4)accept the objection
5)denial
6)ignore the objection

Front 10

sales plan formulation

Back 10

a statement describing what is to be achieved and where and how the selling effort of sales people is to be deployed

Front 11

sales force compensation

Back 11

1)a clear job description
2)effective sales management practices
3)personal need for achievement
4)proper compensation, incentives, or rewards will produce a motivated salesperson

Front 12

sales force evaluation

Back 12

quantitative- based on input and output related objectives set forth in the sales plan
behavioral-salespersons attitude, attention to customers, product knowledge, selling and communication skills, appearance, and professional demeanor