Mrkt 3001 - Ch 17

Front 1

Personal selling

Back 1

the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person

Front 2

Sales management

Back 2

consists of planning the selling program and implementing and controlling the personal selling effort of the firm

Front 3

Relationship selling

Back 3

the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time

Front 4

order taker

Back 4

processes routine orders or reorders for products that were already sold by the company


-The primary responsibility is to preserve an ongoing relationship with existing customers and maintain sales.

Front 5

order getter

Back 5

person who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers

Front 6

Adaptive selling

Back 6

a need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information

Front 7

Consultative selling

Back 7

a need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution

Front 8

sales plan

Back 8

a statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed

Front 9

Major (key) account management

Back 9

the practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships

Front 10

Account management policies

Back 10

specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out

Front 11

Salesforce automation (SFA)

Back 11

the use of computer, information, communication, and Internet technologies to make the sales function more effective and efficient

Front 12

order taking, order getting

Back 12

two types of personal selling

Front 13

Outside Order takers

Back 13

Visit customers, arrange displays, and replace inventory stocks of resellers, such as retailers or wholesalers

Front 14

Inside order takers

Back 14

-typically answer simple questions, take orders, and complete transactions with customers.

Front 15

1) Prospecting
2) preapproach
3) approach
4) presentation
5) close
6) follow up

Back 15

6 Stages of the personal selling process

Front 16

inbound telemarketing,

Back 16

the use of toll-free telephone numbers that customers can call to obtain information about products or services and makes purchases.

Front 17

outbound telemarketing

Back 17

practice of using the telephone rather than personal visits to contact current and prospective customers

Front 18

1) lead

2) Prospect

2) Qualified prospect

Back 18

Name the three types of prospects

Front 19

Telephone Consumer protection act of 1991

Back 19

contains provisions to curb abuses such as early morning or late night calling

Front 20

preapproach stage

Back 20

involves obtaining further information on the prospect. Knowing how the prospect prefers to be approached and what the prospect is looking for in a product or service is essential.

Front 21

approach stage

Back 21

involves the first meeting between the salesperson, and prospect, where the objectives are to gain the prospect�s attention, stimulate interest, and build the foundation for the sales presentation for it and the basis for working relationship.

Front 22

presentation stage

Back 22

objective is to convert a prospect into a customer by creating a desire for the product or service

Front 23

1) stimulus-response format,
2) formula selling format,
3) need-satisfaction format.

Back 23

Three major presentation formats

Front 24

Stimulus-Response Format

Back 24

assumes that given the appropriate stimulus by a salesperson, the prospect will buy.
-salesperson tries one appeal after another, hoping to hit the right button.

Front 25

Formula Selling Format

Back 25

is based on the view that a presentation consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect

Front 26

canned sales presentation

Back 26

a memorized, standardized message conveyed to every prospect.

Front 27

suggestive selling

Back 27

uses value-added suggestions to add items to your customers' original purchase

Front 28

Need-Satisfaction Format

Back 28

emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. Once these are identified, the salesperson tailors the presentation to the prospect and highlights product benefits that may be valued by the prospect.

Front 29

1) Adaptive selling

2) Consultative selling

Back 29

Selling styles within the need-Satisfaction format of selling

Front 30

Objections

Back 30

are excuses for not making a purchase commitment or decision.

Front 31

1) Acknowledge and convert the objection
2) Postpone
3) Agree and neutralize
4) Accept the objection
5) Denial
6) Ignore the objection

Back 31

Six techniques for handling objections

Front 32

1) trial close
2) assumptive close
3) urgency close

Back 32

three techniques for closing

Front 33

assumptive close

Back 33

involves asking the prospect to consider choices concerning delivery, warranty, or financing terms under the assumption that a sale has been finalized.

Front 34

trial close

Back 34

involves asking the prospect to make a decision on some aspect of the purchase: �Would you prefer blue or gray model?

Front 35

urgency close

Back 35

is used to commit the prospect quickly by making reference to the timeliness of the purchase.

Front 36

final close

Back 36

when a prospect is clearly ready to buy and a salesperson asks for the order

Front 37

follow up stage

Back 37

includes making certain the customer�s purchase has been properly delivered and installed.

the sale merely consummates the courtship. Then the marriage begins. How good the marriage is depends on how well the relationship is managed.

Front 38

1) Sales Plan Formulation: Setting Direction
2) Sales Plan Implementation: Putting the Plan into Action
3) Salesforce Evaluation and Control: Measuring Results

Back 38

The 3 functions of The Sales Management Process

Front 39

1) Setting Objectives
2) Organizing the Salesforce
3) Developing Account Management Policies

Back 39

3 tasks of "Sales Plan Formulation: Setting Direction"

Front 40

1) geography
2) customer
3) product or service

Back 40

Companies organize their salesforce on the basis of

Front 41

job analysis

Back 41

used to write a job description, a written document that describes job relationships and requirements that characterizes each sales position.

Front 42

job description

Back 42

a written document that describes job relationships and requirements that characterizes each sales position.

Front 43

Quantitative Assessments

or

Quota

Back 43

contains specific goals assigned to a sales person, sales team, branch sales officer, or sales district for a stated period.

-are based on input- and output-related objectives set forth in the sales plan

Front 44

1) every occupation involves customer contact and has and element of selling

2) selling plays a significant role in a company's marketing effort

3) Sellers are the boundary - they are the company - they create customer value

Back 44

Scope of selling and sales management