| A | B |
|---|
| Personal selling | Any form of direct contact between a salesperson and a customer. |
| Business-to-business selling | Sales that take place in a manufacturer's or wholesaler's show room or in a customer's place of business. |
| Telemarketing | The process of selling over the telephone |
| Consultative selling | Providing solutions to customers' problems by finding products that meet their needs. |
| Feature-benefit selling | Matching the characteristics of a product to a customer's needs and wants. |
| Product features | Basic, physical, or extended attributes of a 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 |
| Extensive decision making | Used when there has been little or no previous experience with an item. Includes items that have a high degree of perceived risk, are very expensive, or have high value to a customer. |
| 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. Includes items that have a low perceived risk, are inexpensive, is bought frequently, or satisfaction with the product is high. |
| Pre-approach | The preparation for the face-to-face encounter with potential customers. |
| Prospect | A potential customer. Often called a lead. |
| Referrals | The names of other people who might buy the product. |
| Endless chain method | The process of asking previous customers for names of potential customers. |
| Cold canvassing | Potential customers are selected at random, such as by going door-to-door or selecting names from a telephone directory. |
| Sales Quotas | Dollar or unit sales goals set for the sales staff to achieve in a specified period of time. |
