Chapter 12- Selling Overview – Flashcards
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Customer Relationship Management (CRM)
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A system that involves finding customers & keeping them satisfied
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Call Report
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A written report that documents a sales representatives visit w/ a customer including the purpose and outcome of the visit
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Sales Quota
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A dollar or unit sales goal set for the sales staff to achieve in a specific period of time
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What is the purpose of selling?
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To help customers make satisfying buying decisions
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What is the goal of selling?
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To create ongoing profitable relationships with customers
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What are the six trends and technologies that help business with customer management?
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Websites/social media, E-mail, Customer Loyalty Program, Computer Software, Mobile Devices, Partnerships
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Why is having information about customers important for a business?
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To make them come back and have loyal customers
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Why would a business offer incentives to their sales people?
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Encourage them to sell more and encourage their sales people
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What role does sales management play in the sales process?
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Make sure they are selling the right way & train them properly
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Why is it important that businesses make sure their sales reps are being ethical when selling to customers?
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So there's no problems, they want their business to work hard & keep their customers
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Personal Selling
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Any direct contact between a sales person
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Organizational Selling
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Business to business selling
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Cold Call
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A sales visit w/o an appointment
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Telemarketing
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Telephone sales
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Extensive Decision Making
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A type of customer decision making used when there has been little or no previous experience with an item offered for sale
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Limited Decision Making
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Used when a person buys goods and services that he/she has purchased before but not regularly
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Routine Decision Making
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A type of customer decision making used when a person needs little information about a product he or she is buying
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How does personal selling differ from other forms of promotion?
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Personal selling involves two-way communication between buyer or seller. Forms of promotion- one-way such as radio or t.v. ad
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What are the four main types of sales positions?
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Retail, Industrial & service, telemarket/nonprofit, online
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What is the Do Not Call Registry?
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A law established in 2003 that if you register your #, they can't call you
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What impact has the Do Not Call Registry had on telemarketing?
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Drastically cut down the number of people telemarketers could call
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List the seven steps of a sale
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Approach the customer, Determine needs, Present the product, Overcome objections, close the sale, suggestions selling and build relationships
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Why is building relationships important in sales?
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It helps with future business
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What are the benefits of having a career in sales?
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Career advancement, Benefits for being a top seller, car allowances and expense accounts, commission on sales
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List three characteristics of successful salespeople.
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Honesty, Interpersonal skills, Problem-solving
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Why is selling an important marketing function?
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It helps sales teams find and qualify leads and maintains contact with prospects throughout the sales cycle
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What technology and marketing programs helps customer relationship management?
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Customer relationship management technologies have become accessible and cost-effective as technology solutions have increased & prices have dropped
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Why do sales people have to be ethical?
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So there's no problems, they want their business to work hard & keep their customers
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How are retail customers pre-sold and how does that affect the salesperson's job?
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People see the product advertised even before they see it in person, they are already satisfied
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How do inside and outside sales positions differ in organizational selling situations?
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Inside-your office outside- the customer's office
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What factors determine whether a customer will use extensive, limited, or routine decision making when making a purchase?
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Previous experience, interest, perceived risk of negative consequences, social visibility
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Customer relationship marketing involves
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Finding customers
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The purpose and goal of selling is to
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Help customer make satisfying buying decisions, create an ongoing relationship with customers, generate sales for the company, help the company make a profit
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A sales order or purchase order
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is a legal agreement between a buyer and seller
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After greeting the customer face-to-face, the next step in the sales process
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Determine the customer's needs
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Car allowances and expense accounts are considered
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Perks of a job and perquisites of a job
