Chapter 14

Front 1

Personal selling

Back 1

the direct person-to-person communication designed to explain how an individual’s or firm’s goods, services, or ideas fit the needs of one or more prospective customers

Front 2

Consultative selling

Back 2

the process of helping customers reach their strategic goals by using the products and expertise of the sales organization

Front 3

Hard sell

Back 3

involves trying every means to get the prospect to buy, regardless of whether it was in the prospect’s best interest

Front 4

Relationship selling

Back 4

the salesperson focuses on developing a trusting partnership by providing long-term customer satisfaction through listening, gathering information, education, and adding value for the customer

Front 5

Role conflict

Back 5

the anxiety caused by conflicting job demands

Front 6

Role ambiguity

Back 6

anxiety caused by inadequate information about job responsibilities and performance-related goals

Front 7

Job anxiety

Back 7

tension caused by the pressures of the job

Front 8

Learning-oriented

Back 8

the trait of being open to and excited about acquiring new knowledge and skills

Front 9

Customer-oriented

Back 9

means the salesperson seeks to elicit customer needs/problems and then takes the necessary steps to meet those needs or solve the problem in a manner that is in the best interest of the customer

Front 10

Order taker

Back 10

a salesperson who just processes the purchase the customer has already selected

Front 11

Order getter

Back 11

a salesperson who seeks to actively provide information to prospects, persuade prospective customers, and close sales

Front 12

Suggestion selling

Back 12

occurs when the salesperson points out available complementary items in line with the selected items in order to encourage an additional purchase

Front 13

Field selling

Back 13

involves calling on prospective customers in either their business or home

Front 14

Traditional selling method

Back 14

little time is spent on the early stages of the sales process

Front 15

Professional selling method

Back 15

a great deal of time is spent on the early stages of the sales process, so that commitment is the next logical step

Front 16

Qualified sales leads

Back 16

are potential customers who have a need for the salesperson’s product, the financial means to purchase the product, and the authority to make the buying decision

Front 17

Referrals

Back 17

are obtained by the salesperson asking current customers if they know of someone else, or another company, who might need the salesperson’s product

Front 18

Cold calls

Back 18

contacting prospective customers without a prior appointment

Front 19

Preapproach

Back 19

the collection of information about the potential customer and the customer’s company prior to the initial visit

Front 20

Flexible presentations

Back 20

allow the salesperson to identify the customer’s needs and customize the presentation specifically for the individual customer

Front 21

Memorized presentation

Back 21

require that a salesperson commit a scripted presentation to memory

Front 22

Adaptive selling

Back 22

the process of identifying the social styles of customers and altering the presentation for each customer type

Front 23

Coaching

Back 23

involves facilitating the development of sales skills through mentoring, modeling behavior, and one-on-one behavior

Front 24

Sales-call anxiety

Back 24

a fear of negative evaluation and rejection by customers