| A | B |
|---|
| Personal Selling | Direct contact between a salesperson and a customer. |
| Retail | Personal selling in stores |
| Telemarketing | Personal selling over the telephone |
| Business to Business | May occur in a wholesaler's showroom |
| Feature benefit selling | Matches the features of a product to customer's needs and wants. |
| Product features | basic, physical attributes of the product or purchase. |
| Customer benefits | Advantges or personal satisfaction a customer gets from a good or service. |
| Rational motive | A logical reason for a purchase. |
| Emotional motive | A feeling experiened by a customer through association with a product. |
| Preapproach | Getting ready for the face-to-face encounter in a sale. |
| Prospect | A lead or potential customer. |
| Referral | The names of other people who might buy the product. |
| Endless chain method | When salespeople ask previous customers for leads. |
| Cold canvassing | Trying to randomly locate as many potential customers as possible. |
| Extensive decision making | Little or no previous experience purchasing an expensive item. |
| Limited decision making | Goods and services have been purchased before but not regularly, moderately priced. |
| Routine decision making | Goods frequently purchased, no information is needed. |
| Sources of prospecting | Leads, telephone and trade directories, newspapers, internet. |
| Sources of product information | Direct experience, written publications, other people, formal training. |
| A goal of selling | Help customers make satisfying buying decisions. |
