Kotler, Armstrong, Principles of Marketing 11th ed, Ch 16 vocab
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| Salesperson | An individual acting for a company by performing one or more of the following activities: prospecting, communicating, servicing, and information gathering
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| Sales force management | The analysis, planning, implementation of sales force activities, setting and designing sales force strategy, and recruiting, selecting, training, supervising, compensating, and evaluating the firm’s salespeople
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| Territorial sales force structure | A sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the company’s full line
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| Product sales force structure | A sales force organization under which salespeople specialize in selling only a portion of the company’s products or lines
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| Customer sales force structure | A sales force organization under which salespeople specialize in selling only to certain customers or industries
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| Outside sales force (or field sales force) | Outside salespeople who travel to call on customers
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| Inside sales force | Inside salespeople who conduct business from their offices via telephone or visits from prospective buyers
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| Team selling | Using teams of people from sales, marketing, engineering, finance, technical support, and even upper management to service large complex accounts
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| Sales quota | A standard that states the amount a salesperson should sell and how sales should be divided among the company’s products
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| Selling process | The steps that the salesperson follows when selling, which include prospecting and qualifying, preapproach, approach, presentation and demonstration, handling objections, closing and follow-up
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| Prospecting | The step in the selling process in which the salesperson identifies qualified potential customers
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| Preapproach | The step in the selling process in which the salesperson learns as much as possible about a prospective customer before making a sales call
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| Approach | The step in the selling process in which the salesperson meets the customer for the first time
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| Presentation | The step in the selling process in which the salesperson tells the “product story” to the buyer, highlighting customer benefits
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| Handling objections | The steps in the selling process in which the salesperson seeks out, clarifies, and overcomes customer objections to buying
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| Closing | The step in the selling process in which the salesperson asks the customer for an order
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| Follow-up | The last step in the selling process in which the salesperson follows up after the sale to ensure customer satisfaction and repeat business
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| Direct marketing | Direct communications with carefully targeted individual consumers—the use of telephone, mail, fax, email, the internet, and other tools to communicate directly with specific consumers
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| Customer database | An organized collection of comprehensive data about individual customers or prospects, including geographic, demographic, psychographic, and behavioral data
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| Telephone marketing | Using the telephone to sell directly to customers
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| Direct-mail marketing | Sending an offer, announcement, reminder, or other item to a person at a particular address
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| Catalog marketing | Direct marketing through print, video, or electronic catalogs that are mailed to select customers, made available in stores, or presented online
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| Direct-response television marketing | Direct marketing via television, including direct-response television advertising or infomercials and home shopping channels
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| Integrated direct marketing | Direct-marketing campaigns that use multiple vehicles and multiple stages to improve response rates and profits
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