Selling Building Partnerships 8Th Edition Chapter 13

Front 1

Attitudinal Loyalty

Back 1

An emotional attachment to a band, company, or salesperson.

Front 2

Awareness

Back 2

Salespeople locate and qualify prospects and buyers consider various sources of supply.

Hint 2

*The first phase in the development of a buyer-seller relationship.

Front 3

Behavioral Loyalty

Back 3

The purchase of the same product from the same vendor over time.

Front 4

Boundary-spanning Employees

Back 4

Employees who cross the organizational boundary and interact with customers or vendors.

Front 5

Commitment

Back 5

The buyer and seller have implicitly or explicitly pledged to continue the relationship for an extended period.

Hint 5

*The fourth stage in the development of a buyer seller-relationship

Front 6

Competence

Back 6

Whether the salesperson knows what he or she is talking about.

Front 7

Customer Lifetime Value (CLV)

Back 7

The sum of the customer's purchases over it's entire life.

Front 8

Customer Orientation

Back 8

Selling approach based on keeping the customer's interests paramount.

Front 9

Customer Satisfaction

Back 9

Fulfillment of the buyer's expectations and needs.

Front 10

Dependability

Back 10

The act of the salesperson living up to promises made.

Front 11

Dissolution

Back 11

The process of terminating the relationship.

Front 12

Expansion

Back 12

It takes a significant effort to share info and further investigate the potential relationship benefits.

Hint 12

*The third phase in the development of a relationship

Front 13

Exploration

Back 13

Buyers and sellers explore the potential benefits and costs associated with the relationship.

Hint 13

*The second phase in the development of a relationshiop

Front 14

Functional Relationship

Back 14

Series of market exchanges between a buyer and a seller, linked together over time.

Front 15

Honesty

Back 15

Combination of truthfulness and sincerity.

Front 16

Knowledge Management Technology

Back 16

Information technology that captures knowledge form people, organizes that knowledge, and make sit available to others.

Front 17

Lead User

Back 17

Company that faces and resolves needs months or years ahead of the rest of the marketplace.

Front 18

Likability

Back 18

Behaving in friendly manner and finding a common ground between the buyer and seller.

Front 19

Market Exchange

Back 19

A short-term relationship between a buyer and a seller not expecting to be involved in future transactions with each other.

Front 20

Mutual Investment

Back 20

Tangible investments in the relationship by both parties (seller and buyer).

Front 21

Relational Partnership

Back 21

Long-term business relationship where the buyer and seller have a close, trusting relationship not having made significant investments in it.

Front 22

Relational Marketing

Back 22

Marketing that seeks to win customers by building the right type of relationship desired by those customers.

Front 23

Relationship-specific assets

Back 23

Resources that are specific to a relationship and cannot easily by transferred to another one.

Front 24

Solo Exchange

Back 24

Both buyer and seller pursue their own self-interests because they don't plan on doing business together again.

Front 25

Strategic Partnerhsip

Back 25

Long-term business relationship where the buyer and seller have made significant investments to improve the profitability of both parties in the relationship.

Front 26

Supplier Relationship Management (SRM)

Back 26

The use of technology and statistics to identify important suppliers and opportunities for cost reduction, greater efficiency, and other benefits.

Front 27

Trust

Back 27

Firm belief or confidence in the honesty, integrity, and reliability of another person.

Front 28

Win-win Relationship

Back 28

Type of relationship where firms make significant investments that can improve profitability for both partners giving them advantage over their competitors.