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4.01 & 4.02 notes
Importance of Selling & Types of Selling
| Question | Answer |
|---|---|
| What is Selling? | -selling is the exchange of goods and services from producers to consumers for a price. |
| What is Data-based Marketing? | -involves the collection or information about past, current, and potential consumers. |
| what is Personal Selling? | -two way communication between a representative of the company and the customer. |
| What is Business to Business Selling? | -Manufacturwers or wholesaler's showroon (inside sales) or a customers place of business. |
| What is feature- Benefit Selling? | -Product features are the basic, Physical, and extneded characteristics of an item. |
| What is Internet- Selling? | -Internet selling (www) is executed using the Internet. |
| Customer vs. Consumer | -The customer is the person who buys the product or service. The consumer uses the product. |
| Needs vs. Wants | -A need is anything necessary or required to live. A want is an unfulfilled desire. |
| What is selling and full-menu Marketing? | -Selling helps customers make informed buying decisions, which results in customer satisfaction and repeat business. |
| What are Customer-Buying Motives? | -the motives for a purchase of a product. Rational motives Emotional motives Patronage motives |
| What are Rational Motives? | -Based on concious, logical thinking and decision making. |
| What are Emotional Motives? | -Based on feelings. |
| What are Patronage Motives? | -Based on loyalty. |
| What is the Decision making process? | -Customers go through a decision making process in order to determine what products they will buy. |
| What is Extensive Decision making? | -Occurs when there is a high level or preceived risk, a product or service is very expensive or has a high value to the customer. |
| What are Limited Decision making? | -Occurs when a customer buys a product that he or she has purchased before but not regularly. |
| What is Routine Decision making? | -Occurs when little info, is needed about the product being purchased. |
| Steps of the Selling Process: | 1. Preapproach 2. Product Information 3. Review current trade periodicals 4. Sources and methonds of prospecting |
| What is Product Information? | -knowing how to use and care for a product |
| 4 Sources of Product Information: | -direct experience, written publications, other people, and formal training. |
| Reviewing Current Trade Periodicals | -crucial to stay at least of current trends and industry information. |
| Sources and Methods of Prospecting | -a prospect is a potential customer. |
| What are the 3 kinds of Approach? | - Service Approach, Greetting Approach, Merchandice Approach. |
| What is Service Approach? | - least affective approach. - should only be used when a customer is in a hurry. |
| What is Greeting Approach? | - acknowlodge customers presence and establish rapport. - may include introduction of yourself. - can be combined with serivce or merchandise approach. |
| What is Merchandise Approach? | - includes comments, questions about the merchandise that the customer is looking for. - considered the most effective approach. |
| Sells Approaching in SEM include: | - telemarketing - direct mail - personal selling |
| How to determine the needs of a customer? | - oberserve - listen - question |
| Observe: | - non verbal communitcation of the customers expression. |
| Listen: | - listen to cutomers and maintain good eye contact - provide verbal and non verbal feed back - give customers undivided attention. |
| Question: | - questions can help customers uncover need and buying motives while putting customers at need. |
| What is Product Presentation and Demonstration? | - never show to many products - go medium priced item first. - make the presentation come alive. - overcome objections - common objections |
| Methods of handling Objections: | - Boomerang- the objection comes back to the customer as a selling point. |
| What is Approach? | the first encounter with a customer |
| What are three kinds of Approach? | Service approach, greeting approach, merchandise approach. |
| What is Service Approach? | least effective approach method. |
| What is greeting approach? | acknowledge customers presence and establish rapport. |
| What is Merchandise approach? | includes comments, questions about the merchandise the customer is looking at or handling. |
| What to Sells Approach in SEM include? | Telemarketing, Directmail, and Personal Selling. |
| How do you determine the needs of customers? | observe, listen, and question. |
| How do you observe? | Nonverbal communcations of the customers expressions. |
| How do you listen? | Maintain good eye contact and liaten to what the customer has to say. |
| How do you question? | well chosen questions can help uncover need and buying motives while putting customers at ease. |
| What is Product Presentation and Demonstration? | actively involve the customer, never show to many products, and do medium price items first. |
| What is an objection? | a reason, concern, or hesitation, a customer has for not making a purchase. |
| How do you handle objections? | listen, aknowledge, restate, answer the objection. |
| What are some methods of handling objections? | boomerang, question, superio point, denial, demonstration, |
Created by:
madisongunter
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