Marketing Chapter 12 Vocab

personal selling
any form of direct contact between a salesperson and a customer
business-to-business selling
can take place in a manufacturer’s or wholesaler’s showroom (inside sales) or a customer’s place of business (outside sales)
telemarketing
process of selling over the phone
feature-benefit selling
matching product characteristics to a customer’s wants & needs
product features
basic, physical, or extended attributes of a product or purchase
customer benefits
when the features of a product are developed into customer-benefits, they become selling points
rational motive
conscious, logical reason for a purchase
emotional motive
feeling experienced by a customer through association with a product
extensive decision making
used when there’s little to no experience with an item
limited decision making
when a person buys goods & services that he/she has purchased before but not regulary
routine decision making
when a person needs little information about a product he or she is buying
preapproach
getting ready for the face-to-face encounter in a selling situation
prospect
or lead; a potential customer
referrals
names of other people who might buy the product
endless chain method
when sales people ask previous customers for names of potential customers
cold canvassing
salesperson tries to check out as many customers as possible without checking out leads beforehand