Chapter 18-Personal Selling and Sales Management Flashcards
Personal Selling
the two way flow of communication between a buyer and seller- often face to face
Sales Management
Planning the selling program and implementing and controlling the personal selling effort of the firm
Relationship Selling
Practice of building ties to customers based on a salesperson’s attention and commitment to their needs
Partnership Selling
buyers and sellers combine their expertise and resources to create customized solutions
Order Taker
Processes routine orders or reorders for products that have already been sold by the company
Order Getter
A salesperson who ells in a conventional sense and identifies prospective customers, provides customers with info and persuades them to buy
Missionary Salespeople
Sales support personnel who do not dirtily solicit orders but rather concentrate on performing promotional activities
Sales Engineer
Specializes in identifying, analyzing, and solving customer problems and brings know-how and tech expertise but does not sell
Team selling
Using an entire team of professionals in selling to major customers
Personal Selling Process steps
Sales activities occurring before and after the sale itself: 1.Prospecting 2.Preapproach 3. Approach 4.Presentation 5.Close 6.Follow Up
Simultaneous response presentation
Selling format that assumes the prospect will buy if given the appropriate stimulus by salesperson
Formula selling presentation
Provides info in an accurate, thorough, and step by step manner to inform the prospect of prospective buyer
Need-satisfication presentation
A selling format that emphasizes probing and listening by the salesperson to identify needs of
Adaptive selling
A need-satisfaction sales presentation that involves adjusting the presentation to fit the selling situation
Consultative selling
Focus on problem definition- 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 and long term relationships with mutual benefits
Workload method
Formula based method for determine the size of a sale force that integrates the # of customers served, call frequency, call length
Account Management Policies
Policies that specify whom the sales people should contact what kinds of selling and customer service activities should be engaged in, and how they should be carried out
Emotional Intelligence
The ability to understand ones 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 time period
Salesforce Automation
The use of tech to make the sales function more effective and efficient
