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20 Cards in this Set
- Front
- Back
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What are the different types of communication?
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advertising/sales promotion, personal selling/email, publicity, word of mouth.
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a person to person business activity in which a salesperson uncovers and satisfies the needs of a buyer to the mutual, long term benefit of both parties.
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personal selling
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the degree to which a salesperson is not sure about the actions required in the sales role
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role ambiguity
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the extent to which the salesperson faces incompatible demands from two or more constituencies that he or she serves.
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role conflict
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includes unwelcome sexual advances, requests for sexual favors, jokes or graffiti, and physical conduct.
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sexual harassment
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engaging in suggestive behavior, treat people differently because they are male or female, making lew comments and gestures, joking that has sexual content, showing obscene photo graphs, alleging an employee got rewards by engagin in sexual acts and spreading rumors
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sexual harassment
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an example of logistics supply chain management system used by a producer to minimize its inventor by having frequent deliveries, sometimes daily, just in time for assembly into the final product.
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just in time inventory JIT
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a form of JIT where the supplier manages inventory levels for the customer.
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automatic replenishment
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what are the components of trust
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, competence, customer orientation, honesty, likeability, dependability, customer orientation
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the degree to which the salesperson puts the customer's needs first
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customer orientation
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communication programs that coordinate the use of various vehicles to maximize the total impact of the program on customers
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integrated marketing communications
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personal selling/email, word of mouth.
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personal communication
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word of mouth is viewd as
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more credible
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personal selling offers the most
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flexibility. it is also the most costly method of communication
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purchase decision process that arises when decisions made early in the process have significant influence on decisions made later in the process. customer becomes increasingly committed to a particular course of action. critical that salesperople be involved in the initial steps.
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creeping commitment
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a transaction between a buyer and a seller in which each party is concerned only about that party's benefit.
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market exchange
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parties in the transaction do not plan on doing business together again, both the buyer and the seller are in a ------------ and pursue their own self interests
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solo exhange
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long term market exchanges characterized by behavioral loyalty; the buyer purchases the same product out of habit or tourtine.
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functional relationships
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a close personal relationship between buyer and sales person where both partners feel safe and stable in the relationship, and open and honest communication takes place
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relational partnerships
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long term business relationships in which the partner organizations make significant investments to improve the profitability of both parties. in these relationships the partners have gone beyond trusting each other to putting their money where their mouths are.
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strategic partnerships
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