Marketing Essentials Chapter 12 & 13 The Sale Process

The process used when a person needs little information about a product to make a decision is

A ____ is a sales visit without an appointment.

In retail selling, vacuuming and dusting are part of the pre-approach to the sale

Which of the following is the 1st step in the training process?

Feature benefit selling refers to the basic physical attributes of a product.

Businesses may strive to satisfy customer's ____.

The process of selling over the phone is called

A conscious, logical reason for a purchase is called

Sales that match the characteristics of a product to a customer’s needs and wants is called

The process used when a person buys things he or she has purchased before but not regularly is

The advantages or personal satisfaction a customer will get from a good or service are

The reputation of a company is a tangible product feature

Sales that provide solutions to customers problems by finding products that meet their needs is

What is the key factor in determining the kinds of pre-approach activities in B2B selling?

What should a salesperson do when dealing with a customer who wants to return something?

_____ is any for of direct contact between a sales person and a customer.

Prospecting is a vital part of business to business sales but only a small part of retail sales

What should a salesperson do when (s)he is helping a customer and another enters the store?

Process of locating as many potential customers as possible without checking out leads before?

Advantages or satisfaction received from a good or a service

If a salesperson doesn't know the customer's price range (s)he should:

Basic, physical, or extended attributes of a product or purchase are called

_ is added value in economic terms.

The preparation for the face-to-face encounter with potential customers is called

Following up by maintaining contact w/ customers after a sale. Which step of the sales process?

What does a salesperson need to do to be successful in selling?

_ is learning what the customer is looking for in order to decide what products to present

Dollar or unit sales goals set for the sales staff to achieve in a specified period of time are

Helping customers make satisfying buying decisions is the ____

_ identifies target markets and sets marketing mix choices that focus on those markets.

A feeling experienced by a customer through association with a product is called

The process used when there has been little or no previous experience with an item is

What can salespeople do to maintain good relationships with existing customers?

Thomas recommends that Lee purchase a tripod and case to go with his camera. This known as?

_ is greeting the customer face-to-face. (Which step in the Sales Process?)

A fact-based reason for making a purchase

A handyman leaves brochures in mailboxes. What method is he using to find new customers?

Josh wants to know more about the benefits of his new iPad. What does he want to know?

Sales that take place in a manufacturer show room or in a customers place of business is called

_ is a brief overview of the entire marketing plan.

What is an effective follow-up activity to provide good service and build relationships?

The process of asking previous customers for names of potential customers is

When customers come to a store, this is called

Which is a pre-sale opportunity for salespeople to provide customer service?

___ is used when there has been little or no previous experience with an item.

What is an INTERNAL factor that affects the selling policies of a business?

A potential customer; also known as a lead is called

Customers who have developed brand loyalty for a product will use routine decision making

helping customers make satisfying purchase decisions

_ is an expectation for performance that reflects the plan's objectives.

Names of other people who might buy a product, given to sales people by satisfied customers are

A warranty added to the purchase of a pair of eye glasses could be considered:

_ is when a person needs little info about a product he/she is buying.

J will forgo a sale in order to satisfy customer's needs. C closes a sale at ALL costs. Winner?

In ___, U.S. Congress passed legislation making it more difficult for telemarketers to operate.

Salespeople get paid this only when they sell something.

looking for new customers

Educating the customer about the product’s features & benefits. Which step in the sales process

Any form of direct contact between a salesperson and a customer is called

_ is the projection of probable, future sales in units or dollars.