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20 Cards in this Set
- Front
- Back
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the trait of having imagination and inventiveness and using it to come up with new solutions and ideas
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creativity
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process of making the customer the center of everything that the selling firm does
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customer-centric
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a system to organize information about customers, their needs, company information, and sales information
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customer relationship management (CRM)
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set of people and organizations responsible for the flow of products and service from the producer to the ultimate user
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distribution channel
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the ability to effectively understand and use your own emotions and those of people with whom you interact
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emotional intelligence
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salespeople who spend considerable time in the customer's place of business, communicating with the customer face to face
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field salespeople
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the various options that firms have to sell their product. ex: internet, franchises, agents, field salespeople
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go-to-market
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salespeople who work at their employer's location and interact with customers by telephone or letter
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inside salespeople
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coordinated communications programs that exploit the strengths of various communication vehicles to maximize the total impact of customers
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integrated marketing communications
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the sum of the customer's purchases over its entire life
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lifetime customer value
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independent businesspeople who are pain a commission by a manufacturer for all products and services the agent sells
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manufacturer's agents
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salespeople who work for a manufacturer and promote the manufacturer's products to other firms. Those firms buy products from distributors or other manufacturers, not directly from the salesperson's firm
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missionary salespeople
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the process of a firm using various go-to-market strategies at the same time
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multichannel strategy
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interpersonal communication process in which a seller 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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firms whose go-to-market strategy relies heavily on salespeople
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sales-force intensive organization
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programs designed to reduce errors introduced by the selling system
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six sigma selling programs
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salespeople who sell to firms that resell the products rather than using them within their own firms
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trade salespeople
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a phrase that highlights the fact that customers expect a selling firm to be available 24 hours a day, 7 days a week
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24/7 service
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the total benefit that the seller's products and services provide to the buyer
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value
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a written statement that clearly states how purchasing your product or service can help add shareholder value
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value proposition
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