Shared Flashcard Set

Details

SM 444
Midterm
46
Business
Undergraduate 4
02/03/2012

Additional Business Flashcards

 


 

Cards

Term
80/20 Principle
Definition
80% of your profit comes from 20% of your products
80% of your sales are obtained by 20% of your sales force
80% of your time is spent dealing with 20% of your business
80% of your hassles are caused by 20% of your employees
Term
Four Objectives of Marketing
Definition
1. Maximize the sales of existing products in existing markets.
2. Develop and sell new products.
3. Develop new markets for existing or new products.
4. Provide the quality of service necessary for customers to be satisfied with their transactions and to continue doing business with the organization.
Term
Relationship Marketing
Definition
The creation of customer loyalty through a combination of products, prices, distribution, promotions, and service
Term
Transaction Selling
Definition
Customers are sold to and not contacted again
Term
Relationship Selling
Definition
The seller contacts customers after the purchase to determine if they are satisfied and have future needs
Term
Partnering
Definition
The seller works continually to improve the customers’ operations, sales, and profits
Term
Consultive Selling
Definition
The process of helping the customer achieve strategic short- and long-term goals through the use of the sellers good and/or service
Term
Team Leader Role
Definition
The salesperson coordinates all of the information, resources, and activities needed to support customers before, during, and after the sale
Term
Buying Teams
Definition
Composed of multifunctional specialists who ensure that their organizations accurately convey their complex needs to the seller and thoroughly assess the accuracy of the supplier’s recommendations
Term
Business Consultant Role
Definition
: the salesperson gives advice and service. The salesperson uses internal and external resources to gain an understanding of the customer’s business and marketplace.
Term
Long Term Ally Role
Definition
the salesperson acts as a helper in meeting the customer’s needs. Salesperson’s goal is to create a win-win situation.
Term
Black Box Approach
Definition
The customer internalizes their buying decision so the seller can apply a stimulus and observe the behavior of the prospect but cannot witness the prospects actual decision-making process
Term
Stimulus-Response Model
Definition
a stimulus is applied, resulting in a response (purchase decision).
Term
Conscious Need Level
Definition
Buyers are fully aware of their needs and are easiest to sell to
Term
Preconscious Need Level
Definition
Buyers may not be fully aware of their needs and may not be fully developed in the conscious mind.
Term
Unconscious Need Level
Definition
People do not know whey they buy a product—only that they do buy
Term
LOCATE
Definition
[Used to Determine buyers' needs]
Listen
Observe
Combine
Ask Questions
Talk to Others
Empathize
Term
Trial Close
Definition
A confirmation of acceptance of what has been covered
Term
SELL Sequence
Definition
Show the feature, explain the advantage, lead into the benefit, and then let the customer talk by asking a question about the benefit (trial close) (e.g. How does that sound?)
Term
Empathy
Definition
The important central ability to feel as the other fellow does in order to be able to sell him a product or service, must be possessed in large measure
Term
Ego Drive
Definition
akes the salesman/woman want and need to make the sale in a personal or ego way, not merely for the money to be gained
Term
Territorial Space
Definition
The area around the self that a person will not allow another person to enter without consent
Term
Intimate Space
Definition
The most sensitive zone, since it is reserved for loved ones and close friends (up to 2 feet)
Term
Personal Space
Definition
The closest zone a stranger or business acquaintance is allowed to enter (2 to 4 feet)
Term
Social Space
Definition
The area normally used for a sales presentation (4 to 12 feet)
Term
Public Space
Definition
Can be used by the salesperson making a presentation to a group of people (greater than 12 feet)
Term
Probing
Definition
Gathering information and uncovering customer needs sing one or more questions
Term
List Price
Definition
standard price charged to customers
Term
Net Price
Definition
price after allowance for discounts
Term
FOB Shipping Point
Definition
buyer must pay transportation charges
Term
FOB Destination
Definition
seller pays all shopping costs
Term
E-Prospecting
Definition
use of Internet to find potential buyers; fast and easy way to find information about individuals or businesses using technology
Term
Endless Chain Referral
Definition
satisfied customers are likely to buy again from the salesperson; customer often refers the salesperson to someone she knows
Term
Orphaned Customers
Definition
customers whose salesperson has left the company
Term
Center of Influence
Definition
involves finding and cultivating people in a community or territory who are willing to cooperate in helping to find prospects
Term
Donald Trump Prospect
Definition
the direct type; usually in a hurry; blunt; act quickly
Term
Richard Simmons Prospect
Definition
friendly and animated; the interpersonal buyer; cannot focus on details; jumps from subject to subject
Term
Aunt Bee Prospect
Definition
usually appear calm/not easily excited; the safety or status quo type; listens carefully and asks specific questions
Term
Albert Einstein Prospect
Definition
very quiet; focus on details; the contemplative buyer
Term
Parallel Referral Sale
Definition
Equal emphasis must be given to both the product sale and referral sale
Term
Call Reluctance
Definition
Refers to not wanting to contact a prospect or customer.
Term
Rule of 12
Definition
Sales person is judged in first 12 seconds on how they dress and the first 12 words
Term
SMART
Definition
Specific
Measurable
Achievable
Relational
Timed
Term
Memorized Sales Presentation Method
Definition
based on either of two assumptions: that a prospect’s needs can be stimulated by direct exposure to the product or that theses needs have already been stimulated because the prospect has made he effort to seek out the products
Term
Formula Sales Presentation Method
Definition
aka the persuasive selling presentation is akin to the memorized method; it is based on the assumption that similar prospects in similar situations can be approached with similar presentations
Term
Need-Satisfaction Sales Presentation
Definition
different from the memorized and formalized approach; designed as a flexible, interactive sales presentation
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