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28 Cards in this Set
- Front
- Back
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an emotional attachment to a brand, company, or salesperson
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attitudinal loyalty
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the first phase in the development of a buyer-seller relationship, in which salespeople locate and quality prospects and buyers consider various sources of supply
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awareness
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the purchase of the same product from the same vendor over time
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behavioral loyalty
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those employees who cross the organizational boundary and interact with customers or vendors
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boundary-spanning employees
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the fourth stage in the development of a buyer-seller relationship in which the buyer and seller have implicitly pledged to continue the relationship for an extended period of time
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commitment
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whether the salesperson knows what he or she is talking about
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competence
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selling approach based on keeping the customer's interests paramount
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customer orientation
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fulfillment of the buyer's expectations and needs
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customer satisfaction
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the act of the salesperson living up to promises made; is not something a salesperson can demonstrate immediately
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dependability
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the process of terminating the relationship; can occur because of poor performance, clash in culture, change in needs, and other factors
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dissolution
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the third phase in the development of a relationship, in which it takes a significant effort to share information and further investigate the potential relationship benefits
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expansion
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the second phase in the development of a relationship, in which both buyers and sellers explore the potential benefits and costs associated with the relationship
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exploration
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series of market exchanges between a buyer and a seller, linked together over time. Characterized as win-lose relationships
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functional relationship
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combination of truthfulness and sincerity; highly related to dependability
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honesty
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information technology that captures knowledge from people, organizes that knowledge, and makes it available to others
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knowledge management technology
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company that faces and resolves needs months or years ahead of the rest of the marketplace
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lead user
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the sum of the customer's purchases over its entire life
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lifetime customer value (LCV)
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behaving in a friendly manner and finding a common ground between the buyer and seller
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likability
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relationship that involves a short term transaction between a buyer and a seller that do not expect to be involved in future transactions with each other
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market exchange
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tangible investments in the relationship by both parties
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mutual investment
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long-term business relationship in which the buyer and seller have a close, trusting relationship but have not made significant investments in the relationship
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relational partnership
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both the buyer and the seller pursue their own self-interests because they do not plan on doing business together again
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solo exchange
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long-term business relationship in which the buyer and seller have made significant investments to improve the profitability of both parties in the relationship
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strategic partnership
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marketing that seeks to win customers by building the right type of relationship desired by those customers
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relationship marketing
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the use of technology and statistics to identify important suppliers and statistics to identify important suppliers and opportunities for cost reduction, greater efficiency and other benefits
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supplier relationship management (SRM)
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firm belief or confidence in the honesty, integrity, and reliability of another person
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trust
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the total benefit that the seller's products and services provide to the buyer. Also, the customer's perceived benefit minus the selling price and minus the costs and hassles of buying
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value
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type of relationship in which firms make significant investments that can improve profitability for both partners because their partnership has given them some strategic advantage over their competitors
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win-win relationship
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