Marketing Chapter 13

personal presentation by the firm's sales force for the purpose of making sales and building customer relationships

an individual representing a company to customers by performing one or more of the following activities: prospecting, communicating, selling, servicing, info gathering, and relationship building

analysis, planning, implementation, and control of sales force activities. It includes designing sales force strategy and structure and recruiting, selecting, training, supervising, compensating, and evaluating the firm's salespeople

sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the company's full line

a sales force organization under which salespeople specialize in selling only a portion of the company's products or lines

a sale force organization under which salespeople specialize in selling only to certain customers or industries

outside salespeople who travel to call on customers in the field

inside salespeople who conduct busines from their offices via telephone, the Internet, or visits prospective buyers

using teams to people from sales, marketing, engineering, finance, technical support, and even upper management to service large, complex accounts

standard that states the amount a salesperson should sell and how sales should be divided among the company's products

steps that salespeople follow when selling, which include prospecting and qualifying, preapproach, approach, presentation and demonstration, handling objections, closing, and follow-up

the step in the selling process in which the salesperson or company identifies qualified potential customers

the step in the selling process in which the salesperson learns as much as possible about a prospective customer before making a sales call

the step in the selling process in which the salesperson meets the customer for the first time

the step in the selling process in which the salesperson tells the "value story" to the buyer, showing how the company's offer solves the customer's problems

the step in the selling process in which the salesperson seeks out, clarifies, and overcomes customer objections to buying

the step in the selling process in which the salesperson asks the customer for an order

the last step in the selling process in which the salesperson follows up after the sale to ensure customer satisfaction and repeat business

short-term incentives to encourage the purchase or sale of a produce or service

sales promotion tools used to boost short-term customer buying and involvement or to enhance long-term customer relationships

creating a brand-marketing event or serving as a sole or participating sponsor of events created by others

sales promotion tools used to persuade resellers to carry a brand, give it shelf space, promote it in advertising, and push it to consumers

sales promotion tools used to generate business leads, stimulate purchases, reward customers, and motivate salespeople