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1 personal selling over-the-counter selling field selling network marketing outbound telemarketing telemarketing inbound telemarketing inside selling relationship selling consultative selling

2 cross-selling team selling virtual sales team creative selling order processing missionary selling sales incentives prospecting approach precall planning

3 presentation qualifying cold calling demonstration buyer concerns closing follow-up expectancy theory national accounts organization span of control

4 commission salary sales quota sales promotion coupon refund sampling bonus pack contest premium

5 specialty advertising sweepstakes trade promotion point-of-purchase (POP) advertising trade allowance trade show push money

6 Interpersonal influence process involving a seller s promotional presentation conducted on a person-to-person basis with the buyer. (p. 464) Personal selling conducted in retail and some wholesale locations in which customers come to the seller s place of business. (p. 465) Sales presentations made at prospective customers locations on a face-to-face basis. (p. 466) Personal selling that relies on lists of family members and friends of the salesperson who organizes a gathering of potential customers for a demonstration of products. (p. 467) Sales method in which sales representatives place phone calls to prospects and try to conclude the sale over the phone. (p. 468) Promotional presentation involving the use of the telephone on an outbound basis by salespeople or on an inbound basis by customers who initiate calls to obtain information and place orders. (p. 468) Sales method in which prospects call a tollfree number to obtain information, make reservations, and purchase goods and services. (p. 469) Selling by phone, mail, and electronic commerce. (p. 469) Regular contacts between sales representatives and customers over an extended period to establish a sustained seller buyer relationship. (p. 470) Meeting customer needs by listening to customers, understanding their problems, paying attention to details, and following through after the sale. (p. 471)

7 Selling of multiple, often unrelated, goods and services to the same customer based on knowledge of that customer s needs. (p. 471) Selling situation in which several sales associates or other members of the organization are recruited to assist the lead sales representative in reaching all those who influence the purchase decision. (p. 471) Network of strategic partners, trade associations, suppliers, and others who recommend a firm s goods or services. (p. 472) Personal selling that involves situations in which a considerable degree of analytical decision making on the buyer s part results in the need for skillful proposals of solutions for the customer s needs. (p. 473) Selling, mostly at the wholesale and retail levels, that involves identifying customer needs, pointing them out to customers, and completing orders. (p. 473) Indirect type of selling in which specialized salespeople promote the firm s goodwill among indirect customers, often by assisting customers in product use. (p. 474) Programs that reward salespeople for superior performance. (p. 474) Personal selling function of identifying potential customers. (p. 475) Salesperson s initial contact with a prospective customer. (p. 476) Use of information collected during the prospecting and qualifying stages of the sales process and during previous contacts with the prospect to tailor the approach and presentation to match the customer s needs. (p. 476)

8 Personal selling function of describing a product s major features and relating them to a customer s problems or needs. (p. 476) Determining that a prospect has the needs, income, and purchase authority necessary for being a potential customer. (p. 476) Contacting a prospect without a prior appointment. (p. 477) Stage in the personal selling process in which the customer has the opportunity to try out or otherwise see how a good or service works before purchase. (p. 477) Expressions of sales resistance (previously called objections). (p. 478) Stage of the personal selling process where the salesperson asks the customer to make a purchase decision. (p. 478) Post-sales activities that often determine whether an individual who has made a recent purchase will become a repeat customer. (p. 479) Theory stating that motivation depends on an individual s expectations of his or her ability to perform a job and how that performance relates to attaining a desired reward. (p. 482) Organizational arrangement that assigns sales teams to a firm s largest accounts. (p. 482) The number of representatives who report to first-level sales managers. (p. 482)

9 Incentive compensation directly related to the sales or profits achieved by a salesperson. (p. 483) Fixed compensation payment made periodically to an employee. (p. 483) Level of expected sales for a territory, product, customer, or salesperson against which actual results are compared. (p. 483) Marketing activities other than personal selling, advertising, guerrilla marketing, and public relations that stimulate consumer purchasing and dealer effectiveness. (p. 486) Sales promotional technique that offers a discount on the purchase price of goods or services. (p. 487) Cash given back to consumers who send in proof of purchase for one or more products. (p. 489) In marketing research, the process of selecting survey respondents or research participants; in sales promotion, free distribution of a product in an attempt to obtain future sales. (p. 489) Specially packaged item that gives the purchaser a larger quantity at the regular price. (p. 490) Sales promotional technique that requires entrants to complete a task such as solving a puzzle or answering questions on a quiz for the chance to win a prize. (p. 490) Item given free or at reduced cost with purchases of other products. (p. 490)

10 Sales promotion technique that places the advertiser s name, address, and advertising message on useful articles that are then distributed to target consumers. (p. 490) Sales promotional technique in which prize winners are selected by chance. (p. 490) Sales promotion that appeals to marketing intermediaries rather than to consumers. (p. 490) Display or other promotion placed near the site of the actual buying decision. (p. 491) Special financial incentive offered to wholesalers and retailers that purchase or promote specific products. (p. 491) Product exhibition organized by industry trade associations to showcase goods and services. (p. 491) Financial incentive that gives retail salespeople cash rewards for every unit of a product they sell. (p. 492)

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