Marketing vocab quiz

Customer relationship management

the system

that involves and keeping customers satisfied.

Sales Quota

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

Personal Selling

is an form of direct contact between a salesperson and a customer.

Telemarketing

is telephone solicitation to make a sale.

Feature-benefit selling

Matching the characteristics of a product to a customer’s needs and wants.

Greeting approach

the salesperson simply welcomes the customers to the store.

Service approach

the salesperson asks the customer if he or she needs assistance.

Merchandise approach

the salesperson makes a comment or asks questions about a product in which the customer shows interest

Objections

are concerns, hesitations, doubts, or other honest reasons a customer has for not making a purchase.

Excuses

are reasons for not buying or not seeing the salesperson. “I am just looking.”

Objection analysis sheet

a document that lists common objections and possible responses to them.

Layman’s terms

Using simple and understandable words

Closing the sale

is obtaining positive agreement from the customer to buy.

Trial close

is an initial effort to close a sale.

Buying Signals

the things customers do or say to indicate a readiness to buy.

Suggestion Selling

is selling additional goods or services to the customer.

Invoice

An itemized list of goods that includes prices, terms of sales, total, taxes and fees, and amount due.

Purchase order

Is a legal contract between the buyer and the supplier.

Cash-on-delivery

is a transaction that occurs when a customer pays for merchandise at the time of delivery.

UPC

a combination bar code and number used to identify a product and manufacturer.