Chapter 17
the point at which a consumer and a company representative exchange information and develop learning relationships
Interaction
the process by which consumer information is centralized and shared in order to enhance the relationship between customers and the organization
Knowledge Management
determination of a sales prospect's (1) recognized need, (2) buyer power, and (3) receptivity and accessibility
Lead Qualification
a determination of the customer's specific need sand wants and the range of options the customer has for satisfying them
Needs Assessment
a statement of the salesperson's goals, usually based on sales volume
Quota
a sales practice that involves building, maintaining, and enhancing interactions with customers in order to develop long-term satisfaction through mutually beneficial partnerships
Relationship Selling, Or Consultative Selling
a meeting in which the salesperson presents a sales proposal to a prospective buyer
Sales Presenation
identification of those firms and people most likely to buy the seller's offerings
lead generation (prospecting)
a form of lead generation in which the salesperson approaches potential buyers, without any prior knowledge of the prospects' need or financial status
Cold Calling
developing a product or service offerings customized for the appropriate customer segment and then pricing and communicating these offerings for the purpose of enhancing customer relationships
campaign management
a philosophy under which the company customizes its product and service offerings based on data generated through interactions between the customer and the company
customer-centric
the final step of the selling process, in which the salesperson ensures delivery schedules are met, goods or services perform as promised, and the buyers' employees are properly trained to use the products
follow up
the process during which both the salesperson and the prospect offer special concessions in an attempt to arrive at a sales agreement
negotiation
a process of finding out about potential clients from friends, business contacts, coworkers, acquaintances, and fellow members in professional and civic organizations
networking
a touch point in stores or information kiosks that uses software to enable customers to easily provide information about themselves without feeling violated
point-of-sale interactions
a process that describes the 'homework' that must be done by a salesperson before he or she contacts a prospect
preapproach
a recommendation to a salesperson from a customer or business associate
referral
the set of steps a salesperson goes through in a particular organization to sell a particular product or service
sales process (sales cycle)
a formal written document or professional presentation that outlines how the salesperson's product or service will meet or exceed the prospect's needs
sales proposal
areas of business where customers have contact with the company and data might be gathered
touch points
