Occurs when a company representative interacts directly with a customer or prospective customer to present information about a product or service
information services ideas and issues
Personal selling philosophy
involves three prescriptions: adopt the marketing concept, value personal selling, and assume the role of a problem solver or partner in helping customers make informed and intelligent buying decisions
50 years ago a shift from an emphasis on industrial activity to an emphasis on information processing.
these information technology tools along with innovative sales practices are used to create values for both the buyer and seller by improving the speed collaboration customer engagement and accountability of the sale process
Value added selling
a series of creative improvements within the sales process that enhance the customer experience
consists of factors that provide psychological rewards helps satisfy these important needs and motives to achieve higher levels of performance.
those who perform selling activities at the employer's location typically using the telephone and e-mail
travel to meet prospects and customers in their places of business or residence.
A principle that states that achieving organizational goals depends on knowing the needs and wants of target markets and delivering the desired products.
a set of controllable tactical marketing tools. Product price promotion place
An approach to personal selling that is an extension of the marketing concept. Emphasis is placed on need identification need satisfaction and the building of a relationship that results in repeat business.
a sales process most effectively matches the needs of the value-conscious buyer who is primarily interested in price and convenience
A managerial process that matches the firm's resources to its market opportunities. It takes into consideration the various functional areas of the business that must be coordinated such as financial assets workforce production capabilities and marketing
techniques practices or methods salespoeple use during face to face interactions with customers
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.
Used to describe sales training programs that encourage sales people to adjust their communication style to accommodate the communication style of the customer.
A well thought out plan for establishing building and maintaining quality relationships.
Salespeople who have adopted relationship selling work hard to build and nourish long term partnerships. They rely on a personal customized approach to each customer.
A well-conceived plan that emphasizes acquiring extensive product knowledge learning to select and communicate appropriate product benefits that will appeal to the customer and configuring value added solutions.
a carefully conceived plan that will result in maximum responsiveness to the customer's needs. The salesperson should develop an understand of a customer's buying process understand buyer behavior and develop a prospect base
A well conceived plan that includes three prescriptions: establishing objectives for the sales presentation preparing the presale presentation plan needed to meet these objectives and renewing one's commitment to providing outstanding customer service.
a strategically developed high quality relationship that focuses on solving the customer's buying problem
strategic selling alliance
alliances that are achieved by teaming up with another company whose products or services fit well with your own.
Customer Relationship Management(CRM)
The process of building and maintaining strong customer relationships by providing customer value. A modern CRM program relies on a variety of technologies to enhance customer responsiveness
A communication style that displays the following characteristics:appears to be quite active take the social initiative in most cases likes to encourage informality and expresses emotional opinions.
A communication style that displays the following chracteristics: controls emotional expression displays a preference for orderliness tends to express measured opinions and seems difficult to get to know
A communication style that displays the following characteristics: appears quite quiet and reserved listens attentively to other people tends to avoid the use of power and makes decisions in a thoughtful and deliberate manner.
describes our ability to minimize communication style bias
the deliberate attempt to adjust one's communication style to accommodate the needs of the other person.
same as style flexing what are you gonna do and change it to work with other communication styles
Comprises principles and standards that guide behavior in the world of business.
A mutual exchange of benefits as when a firm buys products from its own customers.
deep personal beliefs and preferences that influence your behavior
Cooling- off laws
the primary purpose of these laws is to give customers an opportunity to reconsider their buying decision
A promise or promises that the courts will enforce
The arts beliefs institutions transmitted behavior patterns and thoughts of a community or population.
A well conceived plan that emphasizes acquiring extensive product knowledge learning to select and communicate appropriate product benefits that will appeal to the customer and configuring value-added solutions.
a mutually shared answer to a recognized customer problem. In many selling situations a solution is more encompassing than a specific product.
If the customer has complex buying needs then the salesperson may have to bring together many different parts of the companys product mix in order to develop a customer fitted solution. The product selection process is often referred to as product configuration.
A specific plan of action based on the facts assumptions and supporting documentation included in the sales presentation. Written proposals vary in terms of format and content.
Testing modifying and restesting an idea for a product several times before offering it to the customer.
A collection of beliefs behaviors and work patterns held in common by people employed by a specific firm
Anything that a cutomer can feel see taste smell or measure to answer the question "what is it" Features include technical facts about such aspects as craftsmanship durability design and economy of operation.
A feature that provides the customer with personal advantage or gain. This usually answers the question "How will the customer benefit from owning or using the product"
A transitional phrase that connects a statement of features with a statement of benefits. This method permits customers to connect the features of your product to the benefits they will receive
Refers to decisions activities and communication strategies that are directed toward trying to create and maintain a firms intended product concept in the customer's mind.
Refers to your ability to separate yourself and your product from that of your competitors.
The positive benefits that customers seek when making a purchase. Satisfactions arise from the product itself from the company that makes or disributes the product and from the salesperson who sells and services the product.
Product life cycles
Stages of a product from the time it is first introduced to the market until it is taken off the market including the stages of introduction growth maturity and decline.
Adjusting prices up for down during specific times to spur or acknowledge changes in demand.
A price reduction given to a cutomer who participates in an advertising or sales support program.
describes only the basic substantive product being sold.
Everything that represents the customer's minimal expectations
Refers to what may remain to be done that is what is possible.
What is a brand
Gut feeling about a product person or service
A carefully conceived plan that will result in maximum responsiveness to the customer's needs. The salesperson should develop an understanding of a customer's buying process understand buyer behavior and develop a prospect base.
Consumer buyer behavior
The buying behavior of individuals and households who buy goods and services for personal consumption.
business buyer behavior
Refers to the organizations that buy goods and services for use in the production of other products and services that are sold rented or supplied.
A first time purchase of a product or service.
A situation where the customer wishes to modify product specifications change delivery schedules or renegotiate prices.
habitual buying decisions
Decisions that usually require very little consumer involvement and brand differences are usually insignificant
complex buying decisions
Decisions that are characterized by a high degree of involvement by the consumer.
A systematic series of actions or a series of defined repeatable steps intended to achieve a result.
buyer resolution theory
A selling theory that recognizes a purchase will be made only after the prospect has made five buying decisions involving specific affirmative response to the following items: need product source price and time
Primary needs or physical needs including the need for food water sleep clothing and shelter.
Needs that represent our desire to be free from danger and uncertaintiy.
Needs that reflect a person's desire for affection identification with a group and approval from others.
The desire to feel worthy in the eyes of others to develop a sense of personal worth and adequacy or a feeling of competence and importance.
The need for self-fulfillment a full tapping of ones potential to meet a goal the need for be everything one is capable of being. This is one of the needs in maslows hierarchy
Buyer behavior is influenced by the people around us. Group influences are the forces that other people exert on buying behavior
A set of characteristics and exprected social behaviors based on the expectations of others. All the roles we assume may influence our buying behavior.
two or more people who have well established interpersonal communications and tend to influence the values attitudes and buying behaviors of one another. They act as a point of compartison and a source of information for a prospective buyer.
A group of people who are similar in income wealth educational background and occupational prestige.
The arts beliefs institutions transmitted behavior patterns and thoughts of a community or population.
An aroused need drive or desire that initiates the sequences of events that may lead to a purchase.
emotional buying motives
motives that prompt the prospect to act as a result of an appeal to some sentiment or passion.
patronage buying motives
A motive that causes the prospect to buy a product from one particular company rather than another. Typical patronage buying motives include superior service attractive décor product selection and competence of the salesperson
product buying motive
Reasons that cause the prospect to buy one particular product brand or label over another. Typical product buying motives include brand preference quality preference price preference and design or engineering preference.
A systematic process of identifying potential customers.
Someone who has three basic qualifications. First the person must have a need for the product or service. Second the individual must be able to afford the purchase. Third the person must be authorized to purchase the product.
A list of current customers and potential customers.
A prospect who has been recommended by a current customer or by someone who is familiar with the product.
A method of prospecting in which the salesperson selects a group of people who may or may not be actual prospects and then calls on each one.
Networking is the practice of making and using contacts. It involves people meeting people and profiting from the connections.