Chapter 1 Flashcards
Professional Selling
An important part of marketing that relies heavily on interpersonal interactionsbetween buyersand sellers to initiate, develop,and enhance customer relationships.
Trust-based selling
a form of personal selling requiring that sales people earn customer trust and that their selling strategy meets customer needs and contributes to the creation, communication, and delivery of customer value
customer value
The customer’s perception of what they get for what they have to give up
sales dialog
Business conversation between buyers & sellers that occur as salespeople attempt to initiate, develop, & enhance customer relationships.
sales professionalism
A customer-oriented approach that uses truthful, non-manipulative tactics to satisfy the long-term needs of both the customer and the selling firm.
adaptive selling
the ability of sales people to alter their sales messages and behaviors during during a sales presentation or as they encounter different sales situations and different customers
Stimulus Response Selling
An approach to selling where the key idea is that various stimuli can elicit predictable responses from customers. Salespeople furnish the stimuli from a repertoire of words and actions designed to produced the desired response.
Continued Affirmation Selling
An example of stimulus response selling in which a series of questions or statements furnished by the salesperson is designed to condition the prospective buyer to answering “yes” time after time, until, it is hoped, he or she will be inclined to say “yes” to the entire sales proposition.
Mental States Selling
Assumes the buying process for most buyers is essentially identical and that buyers can be led through certain mental states, or steps, in the buying process.
Need Satisfaction Selling
Based on the notion that the customer is buying to satisfy a particular need or set of needs. The salesperson is more dependent upon questioning and listening to uncover the buyer’s needs.
Problem Solving Selling
An extension of need satisfaction selling that goes beyond identifying needs to developing alternative solutions for satisfying these needs
Consultative Selling
The process of helping customers reach their strategic goals by using the products, services, and expertise of the selling organization.
strategic orchestrator
the sales person arranges the use of the sales organizations resources in an effort to satisfy the customer
sales consultant
the sales person uses internal and external sources to become an expert on the customers’ business
long-term ally
the sales person supports the customer even when an immediate sale is not expected
