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Customer SVC Sales
Customer Service and Sales Selling Today Chapters 1-4 Test
| Question | Answer |
|---|---|
| Explain the Marketing Concept | Achieving Organizational Goals depends on knowing the needs and wants of a customer and delivering desired product |
| General Electric | A general electric employee is credited as making the first formal statements indicating corporate interest in the marketing concept. |
| Personal Selling | Relationship, Needs, and communication |
| Strategy | The things that salespeople do as the result of pre-call planning to ensure they call on the right people, at the right time, and with the right tactics to achieve positive results. |
| Consultative Selling | Develop a personal Selling philosophy, relationship strategy, product, customer , and presentation strategy, extension of the marketing concept |
| Value Added | Cluster of better trained sales people, increased levels of courtesy, dependable product delivering. Better Service after the sale. Innovations that truly improve the products value in the customer eyes. |
| Patricia Seybold | In the midst of a customer revolution. Bigger than the internet Revolution |
| Presentation Strategy | Preparing Sales presentation objectives, preparing a presentation plan that is needed to meet the objectives, renewing commitment to excellent customer service. |
| Strategic Alliance | Teaming with a company to gain market place advantage. Someone whos product and services fit your own. |
| Product Solution Strategy | Plan to help sales people mae correct decisions concerning the selection and positioning of products to meet identified customer needs. |
| Partnering Concept | Strategically developed long term relationship that solves the customers problems |
| Marketing Mix | Consist of the four P's Product, Place, Price , and Promotion. |
| Product | One Element in Marketing Mix Broadly incorporate to encompass Goods, Services, and Ideas. |
| Personal Selling Philosophy | Full Acceptance of the Marketing Concept. Developing Appreciation for the role of personal Selling in our and international markets. Assuming Role of Problem Solver or Partner in helping customers makes complex buying decisions. |
| UPS Philosophy | Objective is to serve and render perfect service to stores and their customers. |
| Relationship Strategy | A well thought out plan for establishing building and maintaining quality Relationships. |
| Career in Selling- There Advantages | Above Average Income Above Average PSYC Income(Job Security and Reconition.) Advancement Oppertunities for Women |
| Telemarketing | The practice of marketing goods and services through telephone contact. |
| Verbal and Non - Verbal Messages. | One you speak and the other is without speaking. Hand Jestures, Facial Expression. |
| Self Concept | Bundle of facts, opinions and beliefs and perceptions about yourself that are present in your everyday life. |
| Commnunication Style Bias | Is a state of mind that almost everyone of us gets time to time. We prefer our own Communication style...and prefer not to understand or relate with someone with a different style. |
| Steve Balmer | CEO of Microsoft- Demanding Execuitve back in the day. Later became a Diplomat less Domineering. |
| Excess Zone. | High Degree of Intensity. Inflexible seen as bias toward there style. |
| Communication Style Theory | The patters of behavior that others observe about you. |
Created by:
rogerssmatt
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