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19 Cards in this Set
- Front
- Back
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Page 571: - focus on a customer's situation and needs and create solutions that meet those needs - follow through and stay in touch before, during, and after a sale - know the industry and have a firm grasp not only of their own firm's capabilities but also of their competitors' abilities - work hard to exceed their customers' expectations |
What are the roles and expectations of sales representatives? |
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over-the-counter selling |
personal selling conducted in retail and some wholesale locations in which customers come to the seller's place of business |
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missionary selling |
indirect selling method in which salespeople promote goodwill for the firm by educating customers and providing technical or operational assistance |
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Large pharmaceutical companies courting doctors by lavish restaurant meals, educational seminars, and other incentives |
What is an example of missionary selling? |
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field selling |
What is the most expensive sales method? |
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telemarketing |
promotional presentation involving the use of the telephone on an outbound basis by salespeople or on an inbound basis by customers who initiate calls to obtain information and place orders |
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The average call cost is low, and companies point to a significant rate of succcess |
What are the benefits of telemarketing? |
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relationship marketing selling |
regular contracts between sales representatives and customers over an extended period to establish a sustained buyer-seller relationship |
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prospecting and qualifying approach presentation demonstration handling objections closing follow-up |
What are the steps in the selling process? |
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prospecting |
personal selling function of identifying potential customers |
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qualifying |
determining a prospect's needs, income, and purchase authority as a potential customer |
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approach |
salesperson's initial contact with a prospective customer |
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presentation |
personal selling function of describing a product's major features and relating them to a customer's problems |
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demonstration |
stage in the personal selling process in which the customer has the opportunity to try out or otherwise see how a good or service works before purchase |
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objection |
expression of sales resistance by the prospect |
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closing |
stage of the personal selling process in which the salesperson asks the customer to make a purchase decision |
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follow-up |
post sale activities that often determine whether an individual who has made a recent purchase will become a repeat customer |
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commission |
incentive compensation directly related to the sales or profits achieved by a salesperson |
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point-of-purchase (POP) advertising |
display or other promotion placed near the site of the actual buying decision - the purpose is to encourages retailers to improve on-site merchandising - the often appear at the end of aisles |
