Term
| Top 5 customer complaints about salespeople |
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Definition
1. Does not understand our business
2. Inadequate product knowledge
3. Does not respond to our needs
4. Does not listen to our needs
5. Should be more of our advocate |
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Term
| Promotional or Communications Mix |
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Definition
-advertising
-sales promotions
-personal selling efforts |
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Term
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Definition
-get new accounts
-get the order
-cut the price to get the sale
-manage all accounts to maximize short-term sales
-sell to anyone |
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Term
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Definition
-retain existing accounts
-become the preferred supplier
-price for profit
-manage each account for long term profit
-concentrate on high profit potential accounts |
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Term
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Definition
| uses relationship selling techniques to demonstrate how his or her company's products will contribute to the customer's well-being or profit |
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Term
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Definition
| a consultative seller that focuses on a smaller number of big, important customers |
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Term
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Definition
| Focuses on prospecting for customers and generating new accounts. After the account is established, often turned over to sales support |
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Term
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Definition
| not responsible for selling the product, but rather supporting the actual selling done by the reps |
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Term
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Definition
| Generally promote goodwill about the product, but do not solicit orders |
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Term
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Definition
| maintenance salespeople that facilitate sales to consumers or to business accounts that have already been established. They take orders but they do not engage in as much creative problem solving |
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Term
| Sales jobs differ from other jobs because they.. |
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Definition
-implement marketing strategies.
-spend company funds
-represent their company
-represent their customers
-operate with little supervision; require self-motivation.
-face rejection.
-need tact and social intelligence.
-travel extensively.
-have large role sets.
-face role ambiguity, role conflict, and role stress. |
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Term
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Definition
| Occurs when customer’s wants and expectations conflict with seller’s policies and practices. |
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Term
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Definition
| Occurs when there is uncertainty about what course of action to follow and there’s no company policy covering the situation. |
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Term
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Definition
| Rules and policies that exist within a sales organization |
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Term
| The nature of sales management |
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Definition
-Sales managers are administrators
-Technical ability is not enough
-Management skills can be learned |
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Term
| Sales Management Responsibilities |
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Definition
-strategic planning
-organizing the sales force
-recruiting, selection, assimilation
-training and development
-motivation and supervision
-performance evaluation |
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Term
| Sales Force Management in the 21st Century |
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Definition
-Selling by executives
-Customer relationship management (CRM)
-Sales force diversity
-Complex channels of distribution
-An international perspective
-Ethical behavior and social responsibility |
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Term
| Case 1-3 The Cornell Company |
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Definition
| Top salesperson becoming the new sales manager or an experienced sales manager from another company |
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Term
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Definition
-physical environment
-demography
-economic conditions
-sociocultural factors
-political-legal factors
-technology
-competition |
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Term
| Internal Variables (environment) |
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Definition
- the company's resources in nonmarketing areas
-the marketing mix |
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Term
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Definition
| Identifying needs and wants of a target market, and then satisfying those customers better than the competition. |
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Term
| 3 fundamental beliefs of the Marketing Concept |
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Definition
-Company planning and operations should be customer or market oriented.
-Marketing activities in a firm should be organizationally coordinated.
-The goal of the organization should be to generate profitable sales volume over the long run. |
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Term
| Evolution of marketing management |
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Definition
1. Production Orientation
2. Sales Orientation
3. Marketing Orientation
4. Relationship Orientation |
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Term
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Definition
| Focus on mass-producing a limited variety of products for as little cost as possible. |
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Term
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Definition
| Age of the hard-sell, high pressure selling |
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Term
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Definition
| The marketing concept first emerges. Customer needs and wants can be more easily understood and responded to |
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Term
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Definition
A natural extension of the marketing-orientation stage.
The buyer and seller commit to doing business over a long time. |
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Term
| Evolution of Selling in the U.S. |
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Definition
1. Peddlers
2. Canvassers
3. Book Agents
4. Drummers |
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Term
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Definition
(early 1800s)
Wide variety of goods, bartering was common |
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Term
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Definition
(mid 1800s)
Sold for single mfr (e.g., lightning rods), commission, scientific approach |
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Term
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Definition
(mid 1800s)
Much more likely to be female. Large book publishers hired salespeople |
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Term
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Definition
(later 1800s)
Represented wholesale companies, sold to general stores, social selling. Relationship built on trust and likeability |
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Term
| 4 Key issues of relationship marketing |
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Definition
-Open communication
-Empowering employees
-Customers and the planning process
-Working in teams |
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Term
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Definition
-Objectives are the broad goals around which a strategic plan is formulated.
-Strategies are the plans of action.
-Tactics are the specific activities that people must perform in order to carry out the strategy. |
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Term
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Definition
-Internet Selling
-Multiple Sales Channels
-Multiple Relationship Strategies |
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Term
| Customer Relationship Management |
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Definition
-Involve a company-wide software application utilizing advanced computer- and Internet-technology.
-Aggregate all information about customers into a single database.
-Provide salespeople/customers access to timely and relevant information.
-Allow effective management of every aspect of the buyer-seller relationship.
-Require training |
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Term
| 8 Steps of the Sales Process |
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Definition
1. Prospecting
2. Preapproach- planning the sale
3. Approach
4. Need Assessment
5. Presentation
6. Meeting Objections
7. Gaining Commitment
8. Follow-up |
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Term
| Leads can be identified through.. |
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Definition
-Referrals from customers
-Referrals from internal company sources
-Sales manager; Marketing dept.; Telemarketing dept.
-Referrals from external agencies
-GoLeads.com
-Published directories
-Yellow Pages
-Networking by the Salesperson
-Cold canvassing |
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Term
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Definition
-Has a need for the products being sold.
-Can afford to buy the products.
-Is receptive to being called on by the salesperson. |
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Term
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Definition
| have expressed genuine interest in buying the product |
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Term
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Definition
| When a salesperson alters the initial objectives or plans of the sales process because of new information gained from the customer during the actual call. |
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Term
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Definition
-factual information about the buyer's current situation
-"Who is involved in the purchase decision?"
-"How often do you change the screws?" |
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Term
| Problem Discovery Questions |
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Definition
-used to uncover potential problems, difficulties, or dissatisfaction
-"Have you experienced any delays from your current supplier?"
-"Why part of your process is the most difficult in terms of quality control?" |
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Term
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Definition
-questions about the impact that the buyer's problem will have on various aspects of the company's operations
-"What impact do these problems have on production costs?"
-"How do these maintenance problems affect your operations?" |
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Term
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Definition
-questions that ask about the value or the importance of a solution to a problem uncovered earlier
-"How much are your production costs increased by material stockouts?"
-"How important is reducing downtime to minimize your productions costs?" |
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Term
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Definition
| -also called trial closes, ask for confirmation |
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Term
| Common types of objections |
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Definition
-Price or value objection
-Product/service objection
-Procrastinating objection
-Hidden objection |
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Term
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Definition
-The Assumptive Close
“Now what size do you want?”
-Special Offer Close
“If you buy this product today, we’ll double the length of the warranty.”
-Summary Close |
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Term
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Definition
| Buddy saying you need to be "golf buddies" with customers and Laura saying customers only buy because of the product/service |
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Term
| Principles of Organizational Design |
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Definition
-Reflect a marketing orientation
-Build around activities, not people
-Relate responsibility and authority properly
-Reasonable Span of control
-Stable but flexible
-Activities should be balanced and coordinated |
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Term
| Organizational Citizenship Behavior |
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Definition
| Voluntary behaviors not part of formal job requirements that nevertheless promote the effective functioning of the organization |
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Term
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Definition
| Helping a fellow employee with an organizationally relevant task or problem. |
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Term
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Definition
| Exceptionally good attendance, obeying all rules, not taking breaks, etc. |
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Term
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Definition
| Tolerating less than ideal circumstances without complaining. |
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Term
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Definition
| Actively showing concern for the life of the company (e.g., volunteering for committees, positively representing the company in the community) |
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Term
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Definition
-simplest form
-authority flows from chief executive to first subordinate, all the way down the line
-used in very small firms or within a small department in a larger company |
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Term
| Line and Staff Organization |
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Definition
-line organization with staff assistants
-most widely used
-used when sales force is large, market is regional or national, line of products is varied, or number of customers is large |
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Term
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Definition
-Each activity specialist has line authority…
-Criticism: …too many bosses?
-used with a large company with varied product lines/markets |
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Term
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Definition
-eliminates both management levels and departmental boundaries
-cross-functional teams
-reduces supervision and eliminates activities that are not necessary
-costs are reduced and customer responsiveness is greatly enhanced |
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Term
| Possible specializations within a sales department |
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Definition
-Geographic
-Product
Product operating specialization
Product staff specialization
-Market
Strategic Account Management
Also called Key or National Account Management |
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Term
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Definition
-Identify prospective customers
-Screening, qualifying leads
-Sales solicitation: small customers, re-orders
-Order processing
-Product service support
-Account management
-Customer relations
-Competitive reporting
-Expense reporting |
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Term
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Definition
-users of the product
-influencers who set the product specifications
-deciders who make the actual decision
-gatekeepers who control the flow of information
-buyers who process the purchase orders |
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Term
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Definition
| bring the sellers and buyers together |
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Term
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Definition
| using an inside salesforce vs. manufacturers reps |
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Term
| Importance of a good selection program |
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Definition
-Qualified salespeople are scarce
-Good selection improves sales force performance
-Good selection promotes cost savings
-Good selection eases other managerial tasks
-Sales managers are no better than their sales force |
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Term
| Key laws and regulations affecting a sales force |
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Definition
-Civil Rights Act of 1964
Race, color, religion, sex (marriage…), national origin
-Pregnancy Discrimination Act (1978)
-Age Discrimination in Employment Act (1967)
-Americans with Disabilities Act (1990)
Physical & mental disabilities |
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Term
| Steps of the staffing process |
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Definition
1. Plan the recruiting and selection process
2. Recruit an adequate number of applicants
3. Select the most qualified applicants
4. Hire those people who have been selected
5. Assimilate those new hires into the company |
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Term
| Content of a job description |
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Definition
-Title of job
-Organizational relationship
-Types of products and services sold
-Types of customers called on
-Duties and responsibilities related to job
-Job demands
-Hiring specifications |
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Term
| Where to recruit for salespeople |
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Definition
A. Referrals
B. Within the company
C. competitors
D. customers
E. Educational institutions
F. Internet ads
G. Newspaper ads
H. Magazine/Trade journal ads
I. Employment agencies
J. Voluntary applicants
e.g., your company’s website
K. Part time workers |
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Term
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Definition
| recruiting on the internet versus trade journals. calculating cost per hired applicant |
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Term
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Definition
| the process of statistically measuring the extent to which a given selection tool or hiring qualification is a predictor of, or is related to, job performance |
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Term
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Definition
| bona fide occupational qualifications |
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Term
| Myers-Briggs Personality Dimensions |
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Definition
1. How a person is energized
--extroversion vs. introversion
2. What a person pays attention to
--sensing vs. intuition
3. How a person decides
--thinking vs. feeling
4. Lifestyle a person adopts
--judgement vs. perception |
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Term
| Types of Psychological Tests |
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Definition
-mental intelligence
-aptitude
-interest
-personality |
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Term
| Case 6-1 Delta Products Company |
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Definition
| hiring manufacturer's reps vs. college grads vs. experienced rep for more money |
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