exam 1 Flashcards
interpersonal interactions between buyers and sellers to initiate, develop, and enhance customer relationships
professional selling
Requires that salespeople earn customer trust and that their selling strategy meets customer needs and contributes to the creation, communication, and delivery of customer value
trust based selling
The process whereby new products, services, and ideas are distributed to the members of society
diffusion of innovation
the ability of a salesperson to alter his/her sales messages and behaviors during a sales presentation or as they encounter different sales situations and different customers.
adaptive selling
An approach to selling where the key idea is that various stimuli can elicit predictable responses from customers.
stimulus response
Assumes the buying process for most buyers is essentially identical and that buyers can be led through certain mental states, or steps, in the buying process
Mental states selling
Based on the notion that the customer is buying to satisfy a particular need or set of needs. The salesperson is more dependent upon questioning and listening to uncover the buyer’s needs.
need satisfaction selling
An extension of need satisfaction selling that goes beyond identifying needs to developing alternative solutions for satisfying these needs
problem solving selling
The process of helping customers reach their strategic goals:by using the products, services, and expertise of the selling organization
consultative selling
Arranges the use of the organization’s resources to satisfy the customer
strategic orchestrator
Uses external and internal sources to gather expertise on the customer’s business
business consultant
Supports the customer even without the possibility of an immediate sale
long-term ally
the extent of buyers confidence that he or she can rely on the sales persons integrity
trust
The ability, knowledge, and resources to meet customer expectations.
expertise
Predictability of a person’s actions
dependability
Honesty of the spoken word.
It means being upfront with others, especially with regard to issues/factors that may impact those others.
Candor
The act of salespeople placing as much emphasis on the customer’s interests as their own.
customer orientation
A salesperson’s commonalities with other individuals.
Customers generally like to deal with salespeople with whom they can feel a bond.
compatibility
refers to right and wrong conduct of individuals and institutions of which they are a part.
ethics
the features and characteristics that are related to what the product actually does or is expected to do
functional attributes
– A category of product characteristics that refers to how things are carried out and done between the buyer and seller
psychological attributes
The augmented features included in the total market offering that go beyond the buyer’s expectations and have a significant positive impact on customer satisfaction
delighters
refers to the degree to which a person holds opinions about issues and attempts to dominate or control situations by directing the thoughts and actions of others
assertiveness
points to the level of feelings and sociability an individual openly displays
responsiveness
