content vocab

Question 1

merchandising

Answer 1

coordination of sales and promotional plans with buying and pricing.

Question 2

feature benefit selling

Answer 2

matching characteristics of a product to a customers needs and wants.

Question 3

product features

Answer 3

basic, physical, or extended attributes of the product or purchase.

Question 4

extended product features

Answer 4

intangible attributes related to the sale of a product that customers find important.

Question 5

physical features

Answer 5

tangible attributes that help explain how a product is constructed.

Question 6

customer benefits

Answer 6

are advantages or personal satisfaction a customer will get from a good or service.

Question 7

selling point

Answer 7

is created by noting the function of a product feature and explaining how it benefits a customer.

Question 8

buying motives

Answer 8

are reasons a customer buys a product

Question 9

rational motives

Answer 9

conscious, logical reasons for a purchase.

Question 10

emotional motives

Answer 10

are feelings experienced by a customer through association with a product.

Question 11

patronage motives

Answer 11

reasons for remaining a loyal customer of a company

Question 12

prospecting

Answer 12

looking for new customers

Question 13

prospect

Answer 13

a potential customer

Question 14

referrals

Answer 14

the names of other people who might buy the product

Question 15

endless chain method

Answer 15

when salespeople ask previous customers for names of potential customers.

Question 16

cold canvassing

Answer 16

locating as many potential customers as possible without checking leads before hand.

Question 17

greeting approach

Answer 17

the salesperson welcomes the customer to the store

Question 18

service approach

Answer 18

sales people ask customers if they need assistance

Question 19

merchandise approach

Answer 19

the salesperson makes a comment or asks a questions about a product in which the customer shows interest.

Question 20

nonverbal communication

Answer 20

is expressing oneself without the use of words

Question 21

relationship management

Answer 21

a system for managing a companys interactions with current and future customers

Question 22

call report

Answer 22

is a written report that documents a sales representatives visit with a customer.

Question 23

sales quota

Answer 23

is a dollar or unit sales goal set for the sales staff to achieve in a specific period of time

Question 24

personal selling

Answer 24

is any form of direct contact between a salesperson and a customer

Question 25

organizational selling

Answer 25

involves sales exchanges that occur between two or more companies or business groups

Question 26

cold call

Answer 26

an attempt to convince potential customers to purchase either the salespersons product or service

Question 27

telemarketing

Answer 27

is a telephone solicitation to make a sale

Question 28

extensive decision making

Answer 28

is used when there has been little or no previous experience with an item or product.

Question 29

limited decision making

Answer 29

used when a person buys goods and services that he or she has purchased before but not regularly

Question 30

Routlhe decision making

Answer 30

is used when a person needs little info about a product that he or she is buying.