Chapter 13

________ is the sales step in which a salesperson asks the customer for an order.

closing

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

consumer promotion

A(n) __________ is salespeople who conduct business from their offices via telephone, the Internet, or visits from prospective buyers.

inside sales force

__________ represents a company to customers by performing one or more of the following activities: prospecting, communicating, selling, servicing, information gathering, and relationship building.

salesperson

A(n) __________ is a sales force organization in which salespeople specialize in selling only a portion of the company's products or lines.

product sales force structure

​____________________ are promotional tools that can be used to attract consumers

rebates, coupons, price​ packs, and samples

is the use of​ online, mobile, and social media to engage​ customers, build stronger customer​ relationships, and augment sales performance.

social selling

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

team selling

Personal selling can be very effective in complex selling situations because it involves​ ________ interactions and engagement between salespeople and individual customers.

interpersonal

________ is the short-term incentives used to encourage the purchase or sales of a product or a service.

sales promotion

__________ is a sales promotion tool used to persuade resellers to carry a brand, give it shelf space, promote it in advertising, and push it to customers.

trade promotion

A(n) __________ is a sales force organization in which salespeople specialize in selling only to certain customers or industries.

consumer market sales force

that assigns each salesperson to an exclusive geographic area in which that salesperson sells the company's full line

A territorial sales force structure (sales force organization)

the salesperson should know how to meet and greet the buyer and get the relationship off to a good start

During the approach step...

What is the first step in the personal selling​ process?

Prospecting and qualifying

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

event marketing

consists of interpersonal interactions with customers and prospects to make sales and maintain customer relationships

personal selling

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

the selling process

Closing a sale with a particular customer is a​ short-term ________​ orientation, but the selling process must also take a​ ________ orientation and look at the long term.

transactional; relationship The steps in the selling process are transaction oriented—their aim is to help salespeople close a specific sale with a customer. But in most​ cases, the company is not simply seeking a sale.​ Rather, it wants to engage the customer over the long haul in a mutually profitable relationship.

__________ is the sales step in which a salesperson meets the customer for the first time.

approach

At which stage in the selling process does a salesperson attempt to learn as much as possible about the organization​ (what it​ needs, who is involved in the​ buying) and its buyers​ (their characteristics and buying​ styles)?

preapproach

__________ is the sales step in which a salesperson tells the "value story" to the buyer, showing how the company's offer solves the customer's problems.

presentation

In​ general, sales promotion campaigns should​

be customer relationship building

list the six major sales force management decision steps in their correct​ order

Designing sales force strategy and​ structure, recruiting and selecting​ salespeople, training​ salespeople, compensating​ salespeople, supervising​ salespeople, and evaluating salespeople

What are the four sales force structures a company can​ use?

Territorial, product,​ customer, and complex

_______ is the sales step in which a salesperson follows up after the sale to ensure customer satisfaction and repeat business.

follow-up

__________ is the sales step in which a salesperson seeks out, clarifies, and overcomes any customer objections to buying.

handling objectives

__________ refers to analyzing, planning, implementing, and controlling sales force activities.

sales force management

__________ is a sales promotion tool used to generate business leads, stimulate purchases, reward customers, and motivate salespeople.

A business promotion