Ch 1 Vocab Flashcards
Important part of marketing that relies heavily on interpersonal interactions between buyers and sellers to initiate, develop, and enhance customer relationships
Personal Selling
Form of personal selling requiring that salespeople earn customer trust and that their selling strategy meets customer needs and contributes to the creation, communication, and delivery of customer value
Trust-Based Relationship Selling
Customer’s perception of what they get for what they have to give up, for example, benefits from buying a product in exchange for money paid
Customer Value
Business conversations between buyers and sellers that occur as salespeople attempt to initiate, develop, and enhance customer relationships.
Should be customer focused and have a clear purpose
Sales Dialogue
Customer oriented approach that uses truthful, nonmanipulative tactics to satisfy the long term needs of both the customer and the selling firm
Sales Professionalism
Something that stimulates or incites activity in the economy
Economic Stimuli
Process where new products, services, and ideas are distributed to the members of society
Diffusion of Innovation
Role fulfilled by salespeople that brings in revenue or income to firm or company
Revenue Producers
Ability of salespeople to alter their sales messages and behaviors during a sales presentation or as they encounter different sales situations and different customers
Adaptive Selling
Approach to selling where the key idea is that various stimuli can elicit predicatable responses from customers
Salespeople furnish the stimuli from a repertoire of words and actions designed to produce the desired response
Stimulus Response Selling
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 they will be inclined to say yes to the entire sales proposition
Continued Affirmation
An approach to personal selling that assumes that 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
Mental States Selling (Formula Approach)
Acronym for the various mental states the salesperson must lead customers through when using mental states selling: attention, interest, desire, and action
AIDA
An approach to selling based on the notion that the customer is buying to satisfy a particlar need or set of needs
Need Statisfaction Selling
An extension of need satisfaction selling that goes beyond identifying needs to developing alternative solutions for satisfying these needs
Problem Solving Selling
The process of helping customers reach their strategic goals by using the products, services, and expertise of the sales organization
Consultative Selling
A role the salesperson plays in consultative selling where they arrange the use of the sales organizations resources in an effort to satisfy the customer
Strategic Orchestrator
A role the salesperson plays in consultitative selling where they use internal and external sources to become an expert on the customers business.
This role also involves educating customers on the sales firm’s products and how these products compare with competitive offerings
Business Consultant
A role the salesperson plays in consultitative selling where they support the customer, even when an immediate sale is not expected
Long Term Ally
A series of interrelated steps beginning with locating qualified prospective customers
From there, the salesperson plans the sales presentation, makes an appointment to see the customer, complete the sale, and performs postsale activities
Sales Process
A category of sales support personnel who are not typically involved in the direct solicitation of purchase orders
Primary roles are disseminating information, stimulating the sales effort to convert prospects into customers, and reinforcing cutomer relationships
Missionary Salespeople
A category of sales support personnel in the pharmaceutical industry working at the physician level to furnish information regarding the capabilities and limitations of medications in an attempt to get the physician to prescribe their product
Detailer
Technical Specialists who may assist in the design and specification process, installation of equipment, training of customer’s employees, and follow-up technical service
Technical Support Salespeople
Salespeople who are constantly involved with either new products, new customers, or both
Their task requires creative selling and the ability to counter the resistance to change that will likely be present in prospective customers
Pioneers
Also called hunters, these salespeople actively seek orders, usually in a highly competitive environment
Order-Getters
Also called farmers, these salespeople specialize in maintaining current business
Order-Takers
Nonretail salespeople who remain in their employers place of business while dealing with customers
Inside Sales
Collection of processes and technologies by which salespeople engage with customers remotely with both synchronous and asynchronous communications
Virtual Selling
