Chapter 18 Flashcards
Sales management
Planning the selling program and implementing and controlling the personal selling effort of the firm
Relationship selling
The practice of building ties to customers based on salesperson’s attention and commitment to customer needs over time
partnership selling
The practice, sometimes called enterprise selling, whereby buyers and sellers combine their expertise and resources to create customized solution; to commit to joint planning; and to share customer, competitive, and company information for their mutual benefit and ultimately the customer’s benefit
order taker
processes routine orders or recorders for products that have already been sold by the company
order getter
A salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customer’s use of a product/service
missionary salespeople
sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new product
sales engineer
A salesperson who specializes in identifying, analyzing, and solving customer problems and who brings know-how and technical expertise to the selling situations but does not actually sell goods and services
team selling
using an entire team of professionals in selling to and servicing major customers
personal selling process
sales activities occurring before and after the sale itself, consisting of six stages: 1. prospecting, 2. pre-approach. 3. approach 4. presentation 5. close 6 follow up
stimulus response presentation
a selling format that assumes the prospect will buy if given the appropriate stimulus by a salesperson
formula selling presentation
Providing info in an accurate thorough and step by step manner to inform the prospect
need satisfaction presentation
A selling format that emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers
adaptive selling
a need-satisfaction sals presentation that involves adjusting the presentation to fit the selling situation
consultative selling
Focuses on problem definition, where the salesperson serves as an expert on problem recognition and resolution
sales plan
A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed
key account management
The practice of using team selling to focus on important customers so as to build mutually beneficial, long term, cooperative relationships
Workload method
A formula-based method for determining the size of a salesforce that integrates the number of customers served call frequency call length and available selling time to arrive at a salesforce size
account management policies
Policies that specify whom the salespeople should contact what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out
emotional intelligence
The ability to understand one’s own emotions and the emotions of people with whom one interacts on a daily basis
sales quota
Contains specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated period of time
Sales force automation
Tje ise pf technology to make the sales function more effective and efficient
