Ch 2 Vocab Flashcards
The extent of the buyers confidence that they can rely on the salesperson’s integrity
Trust
Completely free from concealment: exposed to general view or knowledge
Openness
Fairnesses and Straightforwardness of conduct
Honesty
The state of being entrusted with information from a buyer that cannot be shared
Confidentiality
The quality of being free from danger
Security
Consistency of a salesperson over time to do what is right
Reliability
Impartiality and honesty
Fairness
The ability, knowledge, and resources to meet customer expectations
Expertise
Something given to improve a situation or state for a buyer
Contributions
Predictability of a person’s actions
Dependability
A salesperson’s behavior that can be foretold on the basis of observation or experience by a buyer
Predictability
Honesty of the spoken word
Candor
The act of salespeople placing much emphasis on the customer’s interests as their own
Customer Orientation
A salespersons commonalities with other individuals
Compatibility/Likeability
Knowledge of a competitors strengths and weaknesses in the market
Competitor Knowledge
Detailed information on the manufacture of a product and knowing whether the company has up to date production methods
Product Knowledge
Concerns of the buyer that the salesperson should address
Service Issues
Knowledge tools salespeople must possess to explain their firms’ promotional programs
Promotion Knowledge
Knowledge tools salespeople must have about pricing policies in order to quote prices and offer discounts on products
Price Knowledge
Information salespeople must have if larger companies break their customers into distinct markets; salespeople must be familar with these markets to tailor their sales presentations
Market Knowledge
Information about customers that is gathered over time and from very different sources that helps the salesperson determine customer needs to better serve them
Customer Knowledge
Information salespeople must have about the latest technology
Technology Knowledge
A way a salesperson can create product liabilities by giving a product warranty or guarantee that obligates the selling organization even if the salesperson does not intend to give the warranty
Express Warranty
The right and wrong conduct of individuals and institutions of which they are a part
Ethics
False claims made by a salesperson
Misrepresentation
False claims made by a salesperson about the product or service they are tying to sell
Negligence
When a buyer relies on the seller’s statements in making a purchase decision
Basis of the Bargain
