| A | B |
|---|
| personal selling | any form of direct contact occurring between a salesperson and a customer |
| business-to-business selling | form of selling that takes place in a manufacturer's or wholesalers' showroom (inside sales) or a customers place of business (outside sales) |
| telemarketing | the process of selling over the phone |
| feature-benefit selling | matching the characteristics of a product to a customer's needs and wants |
| product features | basic, physical, and extended attributes of the product or purchase |
| customer benefits | the advantages or personal satisfaction a customer will get from a good or service |
| rational motive | a conscious, logical reason for a purchase |
| emotional motive | a feeling experienced by a customer through association with a product |
| extensive decision making | used when there has been little or no previous experience with an item |
| limited decision making | used when a person buys goods and services that he or she has purchased before but not regularly |
| routine decision making | used when a person needs little information about a product that he or she is buying |
| preapproach | getting ready for the face-to-face encounter in a selling situation |
| prospect | a potential customer, also called a lead |
| referrals | the names of other people who might buy a product or use a service |
| endless chain method | salespeople ask previous customers for names of potential customers |
| cold canvassing | a salesperson trys to locate as many potential customers as possible without checking out leads beforehand |
