Chapter 18 Flashcards
(18 cards)
Personal selling
-The two way flow of communication between a buyer and a seller, often in a face to face encounter designed to influence a person’s or group’s purchase decision
Sales management
-Planning the selling program and implementing and controlling the personal selling effort to the firm
Relationship selling
-The practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time.
Partnership selling
-The practice, sometimes called enterprise selling, whereby buyers and sellers combine their expertise and resources to create customized solutions to commit to joint planning and to share customer, competitive and company information for their mutual benefit
Order taker
-Processes routine orders or reorders for products that have already been sold by the company
Order getter
-A salesperson who sells in a conventional sense and identifies prospective customers provides customers with information, persuades customers to buy, close sales and follow up on customers use of a product or service
Missionary salespeople
-Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products
Sales engineer
-A salesperson who specializes in identifying, analyzing and solving customer problems and who brings know how and technical expertise to the selling situations but does not actually sell goods and services
Team selling
-Using an entire team of professionals in selling to and servicing major customers
Personal selling process
-Sales activities occurring before and after the sale itself
Six stages of the personal selling process
- Prospecting
- Search for and qualify prospects - Preapproach
- Gather info and decide how to approach the prospect - Approach
- Gain a prospect’s attention, stimulate interest and make transition to the presentation - Presentation
- Begin converting a prospect into a customer by creating a desire for the product or service - Stimulus response presentation
- A selling format that assumes the prospect will buy if given the appropriate stimulus by a salesperson - Formula selling presentation
- Providing inofrmation in accurate, thorough, and step by step manner to inform the prospect - Need satisfaction presentation
- A selling format that emphasized probing and listening by the salesperson to identify the needs and interests of prospective buyers - Adaptive selling
- Consultative selling
- Close
- Obtain and purchase commitment from the prospect and create a customer - Follow up
- Ensure that the customer is satisfied with the product or service - Sales plan
- A statement describing what is to be achieve and where and how the selling effort of salespeople is to be deployed - Key account management
-The practice of using team selling to focus on important
customers so as to build mutually beneficial, long term cooperative relationships
Adaptive selling
-A need satisfaction sales presentation to fit the selling situation
Consultative selling
- Focuses on problem definition, where the sales person serves as an expert on problem recognition and resolution
- Handling objections
- Acknowledge and convert the objection
- Postpone
- Agree and neutralize
- Accept the objection
- Denial
- Ignore the objection
Workload method
-A formula based method for determining the size of a salesforce that integrates the number of customers serves, call f, call length, and available selling time
Account management policies
-Policies that specify whom the salespeople should contact what kind of selling and customer service activities should be engaged in and how these activities should be carried out
Emotional intelligence
-The ability to understand one’s own emotions and the emotions of people with whom one interacts on a daily basis
Sales quota
-Contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period
Salesforce automation
-The use of technology to make the sales function more effective and efficient
