Marketing Essentials chapter 12 vocab

customer relationship management
a system that involves finding customers and keeping them satisfied
call report
a written report that documents a sales representatives visit with a customer, including purpose and outcome
sales quota
a dollar or unit sales goal set for the sale staff to achieve in a specific time
personal selling
any personal contact between sales person and customer
organizational selling
sales that occur between two or more business groups
Cold call
sales visit without an appointment
telephone solicitation to make a sale
extensive decision-making
customer decision where there have been little previous experience
Limited decision-making
A good or service that the customer has bought before but not regularly
routine decision-making
where the customer needs info to buy the product
seven steps of sale process
approach the customer, determine the needs, present the product, overcome objections, close the sale , suggestion selling
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