| A | B |
|---|
| Selling | Responding to a consumer needs and wants through planned, personalized communication in order to influence purchase decisions and ensure satisfaction. |
| Emotional Buying Motive | buying something for the feeling it gives such as based on social approval, recognition, power, love, prestige. |
| Rational Buying Motive | conscious, logical reasons for purchase (ex. Saves time or money, quality, service) |
| Direct Distribution | A manufacturer sells straight to the customer. Ex: Going to a farm to a farm to buy apples. Ordering a laptop from the Dell website. |
| Indirect Distribution | Selling that occurs through an intermediary such as a retailer, wholesaler, or agent. |
| Customer Service Process | an attitude that customer satisfaction always comes first |
| Customer Services Function | a department or a function of an organization that responds to complaints from customers |
| Pre-sales | all of the effort needed to prepare to make a sale BEFORE the customer is acquired such as maintaing data of customers or gaining product knowledge. |
| Post-sales | Efforts after the sale to ensure the customer is happy such as a follow up call or asking for customer feed back. |
| Selling policies | guidelines for selling. How will products be sold? |
| Terms-of-sale policies | What conditions apply to each type of sale? (Think airline tickets, e-Bay, close-outs) |
| Service policies | guidelines for servicing customers such as warranty or delivery options. |
