A customer, usually a business-to-business organization; a major account is a large organization; a national account is a customer with branches or sites that constitute a nationwide coverage.
A high level of listening capability and method in which the sales person actively seeks to understand how the speaker feels, and what their issues are. Goes beyond common inattentive listening and is related to the concept of empathy, trying to understand before attempting to be understood.
The elements of a service or product that a sales person or selling organiation provides. A customer is prepared to pay because of the benefits obtained. Added value can be real/perceived, tangible/intangible.
The aspect of a product or service that makes it better than another, or that of a competitor.
A personal sales visit to a prospect, usually arranged by phone.
The gain (usually a tangible cost, but can be intangible) that accrues to the customer from the product or service.
A professional purchasing person in a business; can also mean a private consumer. Major purchases are noramlly prescribed to the buyer from their company.
A comment from a prospect which indicates that he is visualising to whatever extent buying your product or service.
Behavioural, non-verbal and other signs that a prospect likes what he sees. Very positive from the sales person's perspective.
A personal face-to-face visit or telephone call by a sales person to a prospect or customer. A Cold Call is a first contact call without introduction.
A department for outgoing and/or incoming telephone calls to/from customers. Most modern call centers are effectively customer services centers containing staff dedicated to telesales and customer services activities.
Cold-calling personally at the prospect's office or more commonly now by telephone. Executed in an attempt to arrange an appointment, present a product, or to gather information.
When the sales person encourages the prospect to say yes and sign the order.
Used in the contect of negotiating, when it refers to an aspect of the sale which has a real or perceived value, that is given away or conceded by seller (usually) or buyer.
A private or personal customer or user, as distinct from a business, organizational, or trade customer.
The purchaser, organization, or consumer after the sale. Referred to as a prospect before the sale.
Customer Relationship Management (CRM)
The process of managing the entire selling process within a department or organization. Computerized CRM systems enable management of prospect and customer details, contacts, sales history and account development.
A person in the prospect organization who has the power and budgetary authority to agree to a sales proposal.
An aspect of a proposal that the provider commits to do or supply, usually and preferably clearly measurable.
The physical presentation by the sales person to the prospect of how a product works.
The study of, or informationa about, people's lifestyles, habits, population movements, spending, age, social grade, employment, etc, in terms of the consuming and buying public.
The methods or routes by which products and services are taken to market. Establishing best sales distribution methods - routhes to make - are crucial aspects of running any sales organization.
Understanding how another person feels and typically reflecting this back to the person. The ability to feel and show empathy is central to modern selling methods.
Features Advantages Benefits - the links between a product description, its advantage over others, and the gain derived by the customer from using it.
An aspect of a product or service.
Means anywhere out of the sales office. Field sales people or managers are those who travel around meeting people personally in the course of managing a sales terrioty.
A prediction of what sales will be achieved over a given period, anything from a week to a year.
The time from enquiry to sale. Awareness and monitoring of Sale Gestationis crucial in sales planning, forecasting and management.
A person in the prospect organization who has the power to influence and persuade a decision-maker. Influences will also generally be decision-makers for relatively low value sales.
An aspect of the product or service offering that has a value but is difficult see or quantify (for instance, peace-of-mind, reliabiltiy, consistency).