Marketing Essentials Chapter 12

Customer relationship management (CRM)
A system that involves finding customers and keeping them satisfied.
Call report
A written repot that documents a sales representative visit with a customer, including the purpose and outcome of the visit.
Sales quota
A dollar or unit sales goal set for the sales staff to achieve in a specified period of time.
Personal selling
Any form of direct contact between a salesperson and a customer.
Organizational selling
Sales exchanges that occur between two or more companies or business groups.
Cold call
A sales visit without an appointment.
Telephone solicitation to make a sale.
Extensive decision making
A type of customer decision making used when there has been little or no previous experience with an item offered for sale.
Limited decision making
Used when a person buys goods and services that he or she had purchased before but not regularly.
Routine decision making
A type of making used when a person needs little information about a product he or she is buying.
To make strong or united.
To join by means of a computer and any other entity, such as a printer or human operator.
Refers to sales that are due to promotional efforts before a customer comes to a store.
Incidental benefits awarded for certain types of employment (especially if it is regarded as a right).
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