content vocab Flashcards
merchandising
coordination of sales and promotional plans with buying and pricing.
feature benefit selling
matching characteristics of a product to a customers needs and wants.
product features
basic, physical, or extended attributes of the product or purchase.
extended product features
intangible attributes related to the sale of a product that customers find important.
physical features
tangible attributes that help explain how a product is constructed.
customer benefits
are advantages or personal satisfaction a customer will get from a good or service.
selling point
is created by noting the function of a product feature and explaining how it benefits a customer.
buying motives
are reasons a customer buys a product
rational motives
conscious, logical reasons for a purchase.
emotional motives
are feelings experienced by a customer through association with a product.
patronage motives
reasons for remaining a loyal customer of a company
prospecting
looking for new customers
prospect
a potential customer
referrals
the names of other people who might buy the product
endless chain method
when salespeople ask previous customers for names of potential customers.
cold canvassing
locating as many potential customers as possible without checking leads before hand.
greeting approach
the salesperson welcomes the customer to the store
service approach
sales people ask customers if they need assistance
merchandise approach
the salesperson makes a comment or asks a questions about a product in which the customer shows interest.
nonverbal communication
is expressing oneself without the use of words
relationship management
a system for managing a companys interactions with current and future customers
call report
is a written report that documents a sales representatives visit with a customer.
sales quota
is a dollar or unit sales goal set for the sales staff to achieve in a specific period of time
personal selling
is any form of direct contact between a salesperson and a customer
organizational selling
involves sales exchanges that occur between two or more companies or business groups
cold call
an attempt to convince potential customers to purchase either the salespersons product or service
telemarketing
is a telephone solicitation to make a sale
extensive decision making
is used when there has been little or no previous experience with an item or product.
limited decision making
used when a person buys goods and services that he or she has purchased before but not regularly
Routlhe decision making
is used when a person needs little info about a product that he or she is buying.
