Marketing Review

Purpose and goal of selling

satisfy the customer and build a relationships

Ethics behind selling:

• Do not engage in hard-sell tactics

• Do not make promises you cannot keep

• Remember that sales orders and purchase orders are legal documents

• Follow all laws and sales regulations

Sales Positions

• Retail

• Industrial and service

• Telemarketing

• Online

Steps of a sale (ANPOCS): 

• Approach the customer

• Determine needs

• Present the product

• Overcome objections

• Close the sale

• Suggest selling

Types of consumer decision making

• Extensive Decision making

• Limited decision making

• Routine decision making

Extensive decision making

A type of customer decision making used when there has been little or no previous experience with an item offered for sale

Limited Decision Making

Used when a person buys goods and services that he or she has purchased before but not regularly

Routine Decision Making

A type of customer decision making used when a person needs little information about a product he or she is buying

Cold Calls

• A sales visit without an appointment.

• Could be door to door or by phone

Personal Selling

Any form of direct contact between a salesperson and a customer

Customer Service Management

 A system that involves finding customers and keeping them satisfied

Telemarketing

• The marketing of goods or services by means of telephone calls

• typically unsolicited, 

•  “The National Do Not Call “ registry stops unwanted sales calls

Sales Quota

• A dollar or unit sales goal set for the sales staff to achieve in a specified period of time

Organizational Selling

Sales exchanges that occur between two or more companies or business groups

Call Report

• A written report that documents a sales representative’s visit with a customer

• Includes the purpose and outcome of the visit