Chap 17** Flashcards
The interpersonal influence process involving a seller’s promotional presentation conducted on a person to person basis with the buyer is called what?
Personal selling
Salespeople can also be called?
Problem solvers
4 types of selling?
Over-the-counter selling (online selling a part of)
Field Selling
Telemarketing
Inside selling
What is the most expensive form of selling?
Field selling
Personal selling that relies on lists of family members and friends of the sales person, who organizes a gathering of potential customers for a demo of products is called?
Network marketing
Telemarketing serves what 2 purposes and what 2 markets?
Sales and Service
B2B and B2C
A sales method in which sales personnel place phone calls to prospects and try to conclude the sale over the phone is called?
Outbound telemarketing
A sales method in which prospects call a seller to obtain information, make reservations, and purchase goods and services is called?
Inbound telemarketing
What is a drawback of telemarketing?
Consumers hate it
Firms still use telemarketing because ____ ?
Average call cost is low
What uses a combination of filed selling techniques applied through inbound and outbound telemarketing channels with a strong customer orientation?
Inside selling
- selling by phone, mail, and electronic commerice
What builds a mutually beneficial partnership through selling?
Relationship selling
- regular contacts between sales representatives and customers over an extended period
Things buyers expect from sales people:
- knowledgeable
- truthful
Offering multiple goods or services to the same customer based on knowledge of that customer’s needs is called?
Cross-selling
By meeting customer needs by listening to them, understanding their problems, paying attention to details and following through after the sale is what type of selling?
Consultative Selling
What is team selling?
Several sales associates are employed to help the lead sales representative reach all those who influence the purchase decision
Sales tasks:
.Order processing
.Creative selling
.Missionary selling (promoting goodwill)
7 Steps of Personal Concept (AIDA Concept)
- Prospect and Qualify
- Approach
- Presentation
- Demonstration
- Handling Objections
- Closing
- Follow-up
Personal selling function of identifying potential customers is what step?
Prospecting
Determining a prospect’s needs, income and purchase authority as a potential customer is what step?
Qualifying
A sales person should gather as much information as possible about customers before what?
Approach
Precall planning
Describing a product’s major features and relating them to a customer’s problems or needs is what step?
Presentation
What is cold calling?
contacting a prospect without a prior appointment
What happens in the demonstration step?
Customer has the opportunity to try out how a good works before purchase
Expressions of resistance by the prospective customer?
Objections
- use objections as an opportunity to reassure the buyers
What happens in the closing step?
Salesperson asks customer to make a purchase decision
A post sale activities that often determine whether an individual who has made a recent purchase will become a repeat customer?
Follow - Up
Incentive compensation directly related to the sales or profits achieved by a salesperson is called?
Commission
What is the goal of sales promotion?
Speeding the sales process and increasing sales volume
What is a free distribution of a product to obtain futures sales?
Sampling
- high response rate
*The process of qualifying a sales prospect involves:
determining a potential customer’s needs, income and purchase authority
*One important advantage of personal selling over most advertising is:
the ability to actually demonstrate the good or service
*Sales promotion techniques were originally intended:
as short term incentives aimed at producing immediate buying responses
