Chapter 16 Study Guide.pdf: BUS-285-0-30060 Principles of Marketing (Summer 2026)

BUS-285-0-30060

The specific course identification number for the Principles of Marketing study guide.

Summer 2026

The academic term associated with this Principles of Marketing course and study guide.

Personal Selling

Personal presentations by the firm’s sales force for the purpose of engaging customers, making sales, and building customer relationships.

Salesperson

An individual who represents a company to customers by performing activities such as prospecting, communicating, selling, and servicing.

Sales Management

The analysis, planning, implementation, and control of sales force activities.

Territorial Sales Force Structure

A sales force organization that assigns each salesperson to an exclusive geographic territory in which that salesperson sells the company’s full line.

Product Sales Force Structure

A sales force organization in which salespersons specialize in selling only a portion of the company’s products or lines.

Customer Sales Force Structure

A sales force organization in which salespersons specialize in selling only to certain customers or industries.

Outside Sales Force

Salespeople who travel to call on customers in the field, often referred to as a field sales force.

Inside Sales Force

Salespeople who conduct business from their offices via telephone, online and social media interactions, or visits from buyers.

Team Selling

Using teams of people from sales, marketing, engineering, finance, technical support, and management to service large, complex accounts.

Sales Quota

A standard that states the amount a salesperson should sell and how sales should be divided among the company’s products.

Social Selling

Using online, mobile, and social media to engage customers, build stronger customer relationships, and augment sales performance.

Prospecting

The first step in the personal selling process where a salesperson or company identifies qualified potential customers.

Qualifying

Part of the first step in the selling process that involves screening out poor leads to identify good ones.

Preapproach

The sales step in which a salesperson learns as much as possible about a prospective customer before making a sales call.

Approach

The sales step in which a salesperson meets the customer for the first time.

Presentation

The sales step in which a salesperson tells the value story to the buyer, showing how the company’s offer solves the customer’s problems.

Handling Objections

The sales step in which a salesperson seeks out, clarifies, and overcomes any customer objections to buying.

Closing

The sales step in which a salesperson asks the customer for an order.

Follow-up

The final sales step in which a salesperson follows up after the sale to ensure customer satisfaction and repeat business.

Sales Promotion

Short-term incentives used to encourage the purchase or sale of a product or a service.

Consumer Promotions

Sales promotion tools used to boost short-term customer buying and engagement, such as coupons, samples, and rebates.

Trade Promotions

Sales promotion tools used to persuade resellers to carry a brand, give it shelf space, and promote it in advertising.

Business Promotions

Sales promotion tools used to generate business leads, stimulate purchases, reward customers, and motivate salespeople.