Chapter 12 Marketing Vocabulary

Personal Selling
any form of direct contact between a salesperson and a customer
Organizational Selling
involves sales exchanges that occur between two or more companies or business groups
Cold Call
sales representatives visit without an appointment
telephone solicitation to make a sale
Extensive Decision Making
used when there has been little or no previous experience with an item
Limited Decision Making
used when a person buys goods and services that he or she has purchased before but not regularly
Routine Decision Making
used when a person needs little information about a product that he or she is buying
Customer Relationship Management (CRM)
a system that involves finding customers and keeping them satisfied
Call Report
a written report that documents a sales representative’s visit with a customer
Sales Quota
a dollar or unit sales goal set for the sales staff to achieve in a specified period of time

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