Help
Options
Didn't know it?
click below
click below
Knew it?
click below
click below
Don't Know
Remaining cards (0)
Know
retry
shuffle
restart
0:00
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.
Normal Size Small Size show me how
Normal Size Small Size show me how
Chapter 17 & 18
Exam 3
| Term | Definition |
|---|---|
| relationship selling (consultative selling) | a sales practice that involves building, maintaining, and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships |
| customer-centric | a philosophy under which the company customizes its products and service offering based on data generated through interactions between the customer and the company |
| learning | an informal process of collecting customer data through customer comments and feedback on product or service performance |
| knowledge management | the process by which customer information is centralized and shared in order to enhance the relationship between customers and the organization |
| interaction | the point at which a customer and a company representative exchange information and develop learning relationships |
| touch points | areas of a business where customers have contact with the company and data might be gathered |
| point-of-sale interactions | a touch point in stores or information kiosks that use software to enable customers to easily provide information about themselves without feeling violated |
| campaign management | developing product or service offerings customized for the appropriate customer segment and then pricing and communicating these offerings for the purpose of enhancing customer relationships |
| sales process (sales cycle) | the set of steps a salesperson goes through in a particular organization to sell a particular product or service |
| lead generation (prospecting) | identification of those firms and people most likely to buy the seller's offerings |
| referral | a recommendation to a salesperson from a customer or business associate |
| networking | a process of finding out about potential clients from friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations |
| cold calling | a form of lead generation in which the salesperson approaches potential buyers without any prior knowledge of the prospects' needs or financial status |
| lead qualification | determination of a sales prospect's (1) recognized need, (2) buying power, and (3) receptivity and accessibility |
| preapproach | a process that describes the "homework" that must be done by a salesperson before he or she contacts a prospect |
| needs assessment | a determination of the customer's specific needs and wants and the range of options the customer has for satisfying them |
| sales proposal | a formal written document or professional presentation that outlines how the salesperson's product or service will meet or exceed the prospect's needs |
| sales presentation | a formal meeting in which the salesperson presents a sales proposal to a prospective buyer |
| negotiation | the process during which both the salesperson and the prospect offer special concessions in an attempt to arrive at a sales agreement |
| follow-up | the final step of the selling process, in which the salesperson ensures delivery schedules are met, goods or services perform as promised, and the buyers' employees are properly trained to use the products |
| quota | a statement of the salesperson's sales goals, usually based on sales volume |
| social commerce | a subset of e-commerce that involves the interaction and user contribution aspects of social online media to assist online buying and selling of products and services |
| crowdsourcing | using consumers to develop and market products |
| owned media | online content that an organization creates and controls |
| earned media | a public relations term connoting free media such as mainstream media coverage |
| paid media | content paid for by a company to be placed online |
| social media monitoring | the process of identifying and assessing what is being said about a company, individual, product, or brand |
| blog | a publicly accessible Web page that functions as an interactive journal, whereby readers can post comments on the author's entries |
| corporate blogs | blogs that are sponsored by a company or one of its brands and maintained by one or more of the company's employees |
| noncorporate blogs | independent blogs that are no associated with the marketing efforts of any particular company or brand |
| microblogs | blogs with strict post length limits |
| social networking sites | Web sites that allow individuals to connect - or network - with friends, peers, and business associates |
| media sharing sites | Web sites that allow users to upload and distribute multimedia content like videos and photos |
| social news sites | Web sites that allow users to decide which content is promoted on a give Web site by voting that content up or down |
| location-based social networking sites | Web sites that combine the fun of social networking with the utility of location-based GPS |
| review sites | Web sites that allow consumers to post, read, rate, and comment on opinions regarding all kinds of products and services |
Created by:
bdavid16
Popular Business sets