| A | B |
|---|
| business-to-business selling | Sales that take place in a manufacturer’s or wholesaler’s show room (inside sales) or in a customer’s place of business (outside sales). |
| consultative selling | Sales that provide solutions to customers’ problems by finding products that meet their needs |
| Customer benefits | The advantages or personal satisfaction a customer will get from a good or service |
| emotional motive | Feeling experienced by a customer through association with a product |
| extensive decision making | The process used when there has been little or no previous experience with an item |
| feature-benefit selling | Sales that match the characteristics of a product to a customer’s needs and wants |
| limited decision making | Process used when a person buys goods and services that he or she has purchased before but not regularly |
| personal selling | Any form of direct contact between a salesperson and a customer |
| product features | Basic, physical, or extended attributes of a product or purchase |
| rational motive | Conscious, logical reason for a purchase |
| routine decision making | Process used when a person needs little information about a product to make a decision because he or she buys it regularly. |
| telemarketing | Process of selling over the phone |
| cold canvassing | Process of locating as many potential customers as possible without checking out leads beforehand |
| endless chain method | Process of asking previous customers for names of potential customers |
| pre-approach | Preparation for the face-to-face encounter with potential customers |
| prospect | A potential customer; also known as a lead |
| referrals | Names of other people who might buy a product, given to salespeople by satisfied customers |
| sales quotas | Dollar or unit sales goals set for the sales staff to achieve in a specified period of time |
