Chapter 18 Flashcards
Policies that specify who salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out.
account management policies
A need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information.
adaptive selling
A need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution.
consultative selling
The ability to understand one’s own emotions and the emotions of people with whom one interacts on a daily basis.
emotional intelligence
The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships.
key account management
Sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers’ use of a product or service.
order getter
Processes routine orders or reorders for products that were already sold by the company.
order taker
The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence the purchase decision of a person or group.
personal selling
Sales activities occurring before, during, and after the sale itself, consisting of six stages: (1) prospecting, (2) preapproach, (3) approach, (4) presentation, (5) close, and (6) follow-up.
personal selling process
The practice of building ties to customers based on a salesperson’s attention and commitment to customer needs over time.
relationship selling
Planning the selling program and implementing and evaluating the personal selling effort of the firm.
sales management
A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed.
sales plan
Specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period.
sales quota
The use of various technologies to make the selling function more effective and efficient.
salesforce automation (SFA)
The practice of using an entire team of professionals in selling to and servicing major customers.
team selling
