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MKTG 305
Chapter 20 - Personal Selling and Sales Management
| Term | Definition |
|---|---|
| Account Management Policies | specifies whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out |
| Adaptive Selling | a need-satisfaction presentation format that involves adjusting the presentation to fit the selling situation, such as knowing when to offer solutions and when to ask for more information |
| Consultative Selling | a need-satisfaction presentation format that focuses on problem identification, where the salesperson serves as an expert on problem recognition and resolution |
| Emotional Intelligence | the ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis |
| Formula Selling Presentation | a presentation format that consists of information that must be provided in an accurate, thorough, and step-by-step manner to inform the prospect |
| Key Account Management | the practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships |
| Need-Satisfaction Presentation | a presentation format the emphasizes probing and listening by the salesperson to identify the needs and interests of prospective buyers |
| Order Getter | sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service |
| Order Taker | processes routine orders or reorders for products that were already sold by the company |
| Partnership Selling | the practice whereby buyers and sellers combine their expertise and resources to create customized solutions, commit to joint planning, and share customer, competitive, and company information for their mutual benefit, and ultimately the customer |
| Personal Selling | the two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision |
| Personal Selling Process | sales activities occurring before, during, and after the sale itself, consisting of six stages (1) prospecting, (2) preapproach, (3) approach, (4) presentation, (5) close, and (6) follow-up |
| Relationship Selling | the practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time |
| Sales Management | planning the selling program and implementing and evaluating the personal selling effort of the firm |
| Sales Plan | a statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed |
| Sales Quota | specific goals assigned to a salesperson, sales team, branch sales office, or sales district for a stated time period |
| Salesforce Automation (SFA) | the use of computer, information, communication, and Internet technologies to make the sales function more effective and efficient |
| Stimulus-Response Presentation | a presentation format that assumes that given the appropriate stimulus by a salesperson, the prospect will buy |
| Team Selling | the practice of using an entire team of professionals in selling to and servicing major customers |
| Workload Method | a formula-based method 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 figure for the salesforce size |
Created by:
Danielle0051
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