| A | B |
|---|
| personal selling | any form of direct contact occurring between a salesperson & a customer |
| business-to-business selling | takes place in a manufacturer's or wholesaler's showroom(inside sales) or a customer's place of business(outside sales) |
| telemarketing | the process of selling over the telephone |
| feature-benefit selling | matching the characteristics of a product to a customers' needs & wants |
| product features | basic, physical, or 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 |
| rational motives include: | product dependability, time or monetary savings, health or safety considerations, service & quality |
| 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 & 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 | a time in which one looks for customers & prepares for a sale |
| prospect | a lead to a potential customer |
| referrals | the names of other people who might buy a product |
| endless chain method | asking previous customers for names of potential customers |
| cold canvassing | locating as many potential customers as possible without checking out leads beforehand-potential customers are selected at random |
| extended product feature | a company's reputation for reliability, a warranty, or a service policy |
| feature-benefit chart | a comparison of product characteristics & a purchaser's wants & needs |
| leads | names of potential customers gathered from one's employer |
| trade & professional directories | directories to locate potentials by type of business |
| tangible product benefit | a physical characteristic of an item |
