Chapter 13

Front 1

Personal Selling

Back 1

Personalpresentation by the firm's sales force for the purpose of making sales andbuilding customer relationships.

Front 2

Salesperson

Back 2

Anindividual representing a company to customers by performing one or more of thefollowing activities' prospecting, communicating, selling, servicinginformation gathering, and relationship building.

Front 3

Sales force management

Back 3

The analysis, planning, implementation andconsole of sales force activities. It includes designing sales force strategy,and structure and recruiting, selecting, training, compensating, supervising,and evaluating the firm's salespeople.

Front 4

Territorial sales force structure

Back 4

Asales force organization that assigns each sales person to an exclusivegeographic territory in which that salesperson sells the company's full line.

Front 5

Product sales force structure

Back 5

A sales force organization under whichsalespeople specialize in selling only a portion of the company's products orlines.

Front 6

Customer (or market) sales force structure

Back 6

Asales force organization under which sales people specialize in selling only tocertain customers or industries.

Front 7

Outside sales force (or field sales force)

Back 7

Outsidesales people who travel to call on customers in the field.

Front 8

Inside sales force

Back 8

Insidesales people who conduct business from their offices via telephone, theinternet, or visit from prospective buyers.

Front 9

team selling

Back 9

Usingteams of people from sales, marketing, engineering, finance, technical support,and even upper management to service large complex accounts?

Front 10

Sales Quota

Back 10

Astandard that states the amount a sales person should sell and how sales shouldbe divided among the company's products.e5A

Front 11

Selling process

Back 11

The steps that salespeople follow whenselling, which include prospecting and qualifying, preapproach, approach,presentation and demonstration, handling objections, closing and follow up.

Front 12

Prospecting

Back 12

Thestep in the selling process in which the salesperson or company identifiesqualified potential customers.

Front 13

Preapproach

Back 13

Thestep in the selling process in which the salesperson learns as much as possible about a prospective customerbefore making a sales call.c.

Front 14

Approach

Back 14

thestep in the selling process in which the sales person meets the customer forthe first time.

Front 15

Presentation

Back 15

Thestep in selling process in which the sales person tells the "valuestory" to the buyer, showing how the company's offer solves the customer'sproblems.

Front 16

Handling objections

Back 16

Thestep in the selling process in which the sales person seeks out, clarifies, andovercomes customer objections to buying.

Front 17

closing

Back 17

Thestep in the selling process in which the salespersons asks the customer for anorder.

Front 18

Follow-up

Back 18

Thelast step in the selling process in which the salesperson follows up after thesale to endure the customer satisfaction and repeat business.

Front 19

Sales promotions

Back 19

Short-termincentives to encourage the purchase or sales of a product or a service.

Front 20

Consumer promotions

Back 20

Salespromotion tools used to boost short-term customer buying and involvement or toenhance long-term customer relationships.

Front 21

event marketing

Back 21

Creatinga brand-marketing event to serving as asole or participating sponsor of events created by others.

Front 22

trade promotions

Back 22

Sales promotion tools used to persuade resellersto carry a brand, give it shelf space, promote it in advertising and push it toconsumers.

Front 23

Business promotions

Back 23

Salespromotion tools used to generate business leads, stimulate purchases, rewardcustomers, and motivate sales person.