Chapter 13

Front 1

Major steps in sales force management (6)

Back 1

1. design sales force strategy and structure

2. recruit and select sales people

3. train them

4.compensate them

5.supervise them

6. evaluate them

Front 2

complex sales force structure

Back 2

a structure that combines several types of organization

Front 3

customer (or market) sales force structure

Back 3

a sales force org under which salespeople specialize in selling only to certain customers or industries.

Front 4

workload approach

Back 4

grouping accounts into different classes according to size, account status, or others, and then determining the number of sales people needed to call on each class of accounts the desired number of times

Front 5

outside sales force (or field sales force)

Back 5

sales people who travel to call on customers in field

Front 6

inside sales force

Back 6

salespeople who conduct business from their offices via telephone, internet, or receive visits from prospects.

Front 7

team selling

Back 7

using teams of people from sales, marketing, engineering, finance, etc to service large, complex accounts

Front 8

Super salespeople

Back 8

salespersons who are motivated from within and have unrelenting drive to excel.

Front 9

sales compensation is made up of what elements (4)

Back 9

1. fixed amount, usually a salary

2. variable amount, in form of commissions or bonuses

3.expenses

4. fringe benefits

Front 10

4 basic types of compensation

Back 10

1. straight salary

2. straight commission

3.salary plus bonus

4.salary plus commission

Front 11

6 ways salespeople spend their time

Back 11

1. active selling

2.administration

3. travel

4.downtime

5.problem solving

6.prospecting

Front 12

sales force automation system

Back 12

computerized, digitized sales force operations that let salespeople work more effectively and efficiently.

Front 13

account maintenance role

Back 13

the order taker who stops by the customer's office and says "hey, got anything for me?"

Front 14

organizational climate

Back 14

describes the feeling that sales people have about their opportunities, value, and rewards for a good performance.

Front 15

some ways companies motivate their sales force

Back 15

positive incentives, meetings, contests, and quotas.

Front 16

selling process

Back 16

the steps that salespeople follow when selling, which include prospecting and qualifying, preapproach, approach, presentation, and demonstration, handling objections, closing, and follow-up.

Front 17

prospecting

Back 17

the step in the selling process in which the salesperson or company identifies qualified potential customers

Front 18

preapproach

Back 18

the step in the selling process in which the salesperson learns as much as possible about a prospect before making a sales call

Front 19

approach

Back 19

the step in the selling process in which the sales person meets the customer for the first time

Front 20

presentation

Back 20

the step in the selling process in which the sales person tells the value story to the buy, showing how the offer solves the customer's problems.

Front 21

handling objections

Back 21

the step in the selling process in which the sales person seeks out, clarifies, and overcomes customer objections to buying

Front 22

closing

Back 22

the step in the selling process in which the sales person asks the customer for an order.

Front 23

customer-solution approach

Back 23

a selling process involving giving answers and results to buyers, not smiles or razzle-dazzle.

Front 24

value selling

Back 24

demonstrating and delivering superior customer value and capturing a return on that value that is fair for both the customer and company.

Front 25

sales promotion

Back 25

short-term incentives to encourage the purchase or sale of a product or service

Front 26

4 types of promotions targets

Back 26

1. consumer

2. trade (for retailers/wholesalers)

3.business

4. sales force

Front 27

consumer promotions

Back 27

sales promotion tools used to boost short-term customer buying and involvement or to enhance long-term customer relationships

Front 28

trade promotions objectives

Back 28

to get retailers to carry new items and more inventory, buy ahead, or promote certain products.

Front 29

sales force promotion objectives

Back 29

to get more sales force support for current or new products or getting sales force to sign up for new accounts.

Front 30

examples of consumer promotion tools (9)

Back 30

1.samples

2.coupons

3.rebates

4.price packs

5.premiums

6.advertising specialties

7.POP( Point-of-purchase) like displays and demos

8.contests and sweepstakes

9. event marketing

Front 31

event marketing

Back 31

creating a brand-marketing event or serving as a sole or participating sponsor or events created by others.

Front 32

trade promotions definition

Back 32

sales promotion tools used to persuade resellers to carry a brand, give it shelf space, promote it in ads, and push it to consumers.

Front 33

business promotions

Back 33

sales promotion tools used to generate business leads, stimulate purchases, reward customers, and motivate salespeople.

Front 34

what is a price-off, off-invoice, or off-list

Back 34

other names for "discount"

Front 35

push money

Back 35

cash or gifts to dealers for their sales forces to push the manufacturer's goods

Front 36

specialty advertising items

Back 36

items like pens, calendars, memo pads etc that carry the manufacturing company's name

Front 37

free goods

Back 37

extra cases of merch offered to resellers who buy a certain quantity or feature a certain flavour or size.