Marketing Chapter 13

Front 1

personal selling

Back 1

personal presentations by the firm's sales force for the purpose of making sales and building customer relationships

Front 2

salesperson

Back 2

an individual who represents a company to customers by performing one or more of the following activities: prospecting, communicating, selling, servicing, information gathering, and relationship building

Front 3

sales force management

Back 3

analyzing, planning, implementing, and controlling sales force activities

Front 4

territorial sales force structure

Back 4

a sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the company's full line

Front 5

product sales force structure

Back 5

a sales force organization in which salespeople specialize in selling only a portion of the company's products or lines

Front 6

customer (or market) sales force structure

Back 6

a sales force organization in which salespeople specialize in selling only to certain customers or industries

Front 7

outside sales force

Back 7

salespeople who travel to call on customers in the field

Front 8

inside sales force

Back 8

salespeople who conduct business from their offices via telephone, online an social media interactions, or visits from prospective buyers

Front 9

team selling

Back 9

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

Front 10

sales quota

Back 10

a standard that states the amount a salesperson should sell and how sales should be divided among the company's products

Front 11

selling process

Back 11

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

Front 12

prospecting

Back 12

the sales step in which a salesperson or company identifies qualified potential customers

Front 13

preapproach

Back 13

the sales step in which a salesperson learns as much as possible about a prospective customer before making a sales call

Front 14

approach

Back 14

the sales step in which a salesperson meets the customer for the first time

Front 15

presentation

Back 15

the sales step in which a salesperson tells the "value story" to the buyer, showing how the company's offer solves the customers' problems

Front 16

handling objections

Back 16

the sales step in which a salesperson seeks out, clarifies, and overcomes any customer objection to buying

Front 17

closing

Back 17

the sales step in which a salesperson asks the customer for an order

Front 18

follow-up

Back 18

the sales step in which a salesperson follows up after the sale to ensure customer satisfaction and repeat business

Front 19

sales promotion

Back 19

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

Front 20

consumer promotions

Back 20

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

Front 21

event marketing

Back 21

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

Front 22

trade promotions

Back 22

sales promo tools used to persuade resellers to carry a brand, give it shelf space and promote it in advertising

Front 23

business promotions

Back 23

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