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Marketing Chap 19
Marketing Chap 19
16
Marketing
Undergraduate 1
03/19/2007

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Cards

Term
telemarketing
Definition
Promotional presentation involving outbound telephone contacts by salespeople or inbound contacts by
customers who want to obtain information and place orders.
Term
boundary-spanning role
Definition
Sales manager's activities to link the sales force to other elements of an organization's internal and
external environments
Term
missionary selling
Definition
Indirect selling in which specialized salespeople promote the firm's goodwill among indirect customers,often by assisting in product use.
Term
over-the-counter selling
Definition
Personal selling conducted in retail and in some wholesale locations in which customers come to the seller's place of business.
Term
expectancy theory
Definition
The theory that motivation depends on an individual’s expectations of his or her ability to perform a job and how that performance relates to obtaining a desired reward
Term
consultative selling
Definition
Meeting customer needs by listening to them, understanding – and caring about – their problems, paying attention to details, and following through after the sale.
Term
creative selling
Definition
Personal selling situations in which buyers must undertake considerable analytical decision making,creating a need for skillful vendor proposals of solutions for customer needs.
Term
personal selling
Definition
Interpersonal influence process involving a seller's promotional presentation conducted face-to-face
with a buyer
Term
inside selling
Definition
Performing field selling functions but avoiding travel expenses by relying on phone, mail, and electronic commerce to provide sales and product service for customers on a continuing basis.
Term
sales quota
Definition
Level of expected sales for a territory, product, customer, or salesperson against which evaluations
compare actual results.
Term
national accounts organization
Definition
Organization scheme that assigns sales teams to a firm's largest accounts.
Term
order processing
Definition
Selling, mostly at wholesale and retail levels, that involves identifying customer needs, pointing them out to customers, and completing orders.
Term
sales force automation (SFA)
Definition
Application of computer and other technologies to improve the efficiency and competitiveness of the sales function
Term
relationship selling
Definition
Regular contacts over an extended period to establish a sustained buyer-seller relationship
Term
team selling
Definition
Combination of salespeople with specialists from other functional areas to promote a product
Term
field selling
Definition
Face-to-face sales presentations made at prospective customers' homes or places of business
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