Chapter 16 Flashcards
Personal selling
Personal presentations by the firm’s sales force for the purpose of engaging customers, making sales, and building customer relationships.
Sales person
An individual who represents a company to customers by performing one or more of the following activities: prospecting, communicating, selling, servicing, information gathering, and relationship building.
Sales force management
Analyzing, planning, implementing, and controlling sales force activities.
Territorial sales force structure
A sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the company’s full line.
Product sales force structure
A sales force organization in which salespeople specialize in selling only a portion of the company’s products or lines.
Customer (or market) sales force structure
A sales force organization in which salespeople specialize in selling only to certain customers or industries.
Outside sales force (or field sales force)
Salespoeple who travel to call on customers in the field.
Inside sales force
Salespeople who conduct business from their offices via telephone, online and social media interactions, or visits from prospective buyers.
Team selling
Using teams of people from sales, marketing, engineering, finance, technical support, and even upper management to service large, complex accounts.
Sales quota
A standard that states the amount a salesperson should sell and how sales should be divided among the company’s products.
Social selling
Using online, mobile, and social media to engage customer, build stronger customer relationships, and augment sales performance.
Selling proces
The stept that salespeople follow when selling, which include prospecting and qualifying, preapproach, approach, presentation and demonstration, handling objections, closing, and follow-up.
Prospecting
The sales step in which a salesperson or company identifies qualified potential customers.
Preapproach
The sales step in which a salesperson learns as much as possible about a prospective customer before making a sales call.
Approach
The sales step in which a salesperson meets the customer for the first time.
Presentation
The sales step in which a salesperson tells the “value story” to the buyer, showing how the company’s offer solves the customer’s problems.
Handling objections
The sales step in which a salesperson seeks out, clarifies, and overcomes any customer objections to buying.
Closing
The sales step in which a salesperson asks the customer for an order.
Follow-up
The sales step in which a salesperson follows up after the sale to ensure customer satisfaction and repeat business.
Sales promotion
Short-term incentives to encourage the purchase or sale of a product or a service.
Consumer promotions
Sales promotion tools used to boost short-term customer buying and engagement or enhance long-term customer relationships.
Event marketing (or event sponsorships)
Creating a brand-marketing event or serving as a sole or participating sponsor of events created by others.
Trade promotions
Sales promotion tools used to persuade resellers to carry a brand, give it shelf space, and promote it in advertising.
Business promotions
Sales promotion tools used to generate business leads, stimulate purchases, reward customers, and motivate salespeople.
