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Definition
| selling that requires a company's sales representatives to impart detailed technical information to their customers |
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| selling that occurs when a salesperson educates customers, builds goodwill, and performs promotional activities to encourage them to purchase a product at a later date |
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| a person or intermediary acting on behalf of final customers |
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| selling that requires salespeople to combine their technical knowledge and personal selling experience to craft creative and unique ways to better meet the needs of their customers |
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| selling done through intermediaries, such as wholesalers and retailers, which manage the sale of a company's products to other companies |
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Definition
| selling to the final customer |
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| a sales method used to contact prospective customers exclusively by phone |
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Definition
| potential customers for the goods and services a salesperson is offering |
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| the first contact a salesperson has with a customer, either by email, phone, or in person |
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| a phenomenon that occurs when a customer believes he or she made a poor purchasing choice |
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| customer relationship management system |
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Definition
| an IT-based knowledge management system designed to track a company's customers- what they are buying, how satisfied they are, and how their demands are changing |
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Definition
| a company's system of value-creation activities used to transform inputs into finished goods and services |
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| the set of activities that control the flow of resources into and out of a firm's operating system |
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| US companies' manufacturing plants in cities along the Mexican border |
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Definition
| the resources- materials, supplies, and goods- a company holds in stock |
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| the semifinished goods and services that move through a company's production process |
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| the cost of getting products to customers |
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| an operating system designed to make one-of-a-kind or small quantities of customized products |
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| products designed to match the needs of individual customers |
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| an operating system based on the use of automated machines and standard operating procedures to make work routine and create a large number of standardized products |
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| an advanced operating system that combines the benefits of mass production with the benefits of small-batch production |
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| computer-integrated manufacturing |
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Definition
| a manufacturing technique that controls the changeover of machines from one operation to another via computer software |
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Definition
| a team of self-managed employees who assume responsibility for performing the operating tasks necessary to make a part, or all, of a product |
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Definition
| the way teams of employees are physically grouped into work cells or pods to assemble a product |
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Definition
| an operations technique used to continuously improve the production process, increase the quality of products, and help companies lower their operating costs |
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Definition
| team meetings in which production employees discuss ways to improve operating quality and productivity |
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Definition
| the people a company employs, from its CEO and top managers, the middle managers throughout its functions, to its nonmanagerial employees |
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Term
| Human resource management |
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Definition
| the set of activities designed to recruit high-quality employees and then improve their skills and capabilities |
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Term
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Definition
| the task of accruately identifying differences in the level and quality of the work employees and providing them with feedback that increases their performance levels |
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