Chapter 13 Selling Vocab

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1. Approach: The step in which the salesperson makes the first i- 29. Nonverbal communication: expression or delivery of
person contact with a potential customer messages through actions. rather than words. Often called
2. Business-to-business (B2B): a business selling to another body language.
business. (field sales, industrial sales, organizational sales) 30. Objections: Concerns or other reasons a customer has for not
3. Business-to-consumer (B2C): selling to consumers making a purchase
4. Buying signals: Verbal or nonverbal signs a customer is ready 31. Observation: first step in learning about the customer
to purchase such as comments, facial expressions and actions 32. Online support: The information and resources available to
5. Call Center: An office that is set up for the purpose of receiving customers through the Internet
and making customer calls for an organization 33. outbound call: when a salespeople make customer calls.
6. Close: The moment when a customer agrees to buy a product 34. Outside salesperson: travel to meet prospects and customers
7. Cold calling: The process of making contact with people who in their places of business or residence
are not expecting a sales contact 35. Overselling: Promising more than the product or the business
8. Combination approach: Sales approach that combines the can deliver
greeting and merchandise approach. 36. Personal selling: Direct contact with a prospective customer
9. Customer service: The way in which a business provides with the objective of selling a product
services before, during and after a purchase. 37. Preapproach: The tasks that are performed before contact is
10. Customer service mindset: The attitude that customer made with a customer
satisfaction always comes first 38. Prospecting: Identifying potential customers
11. Customer support team: Consists of employees who assist 39. Qualifying the lead: Learning about the customer
customers, take orders, and answer questions that come into 40. Quality Customer Service: Meets customer needs, as well as
the company via phone or website the standards for customer service set by the company
12. Emotional buying motives: based on more feelings than 41. Questioning: to learn about the needs and wants of different
reason customers.
13. Exceptional Customer Service: Service that meets and 42. Rational buying motives: are based on reason.
exceeds customers needs
43. Relationship Selling: focuses on building long-term
14. Excuses: Personal reasons not to buy a product relationships with customers
15. Feature-benefit selling: Method of showing the major selling 44. Sales process: A series of steps that a salesperson goes
features of a product and how it benefits the customer through to help the customer make a satisfying buying
16. Formal presentation: A planned speech. decision
17. Frequently Asked Questions (FAQ) pages: The part of the 45. Service approach: Most common sales approach where you
website that gives detailed answers to questions or issues that ask "May I help you?"
show up most often 46. Substitute selling: The technique of showing products that are
18. Fund-raisers: People who outbound calls for non-profit different from the originally requested product but still fits the
organizations to raise money. need of the customer
19. Government sales: When a business sells to a government 47. Suggestion selling: The technique of suggesting additional
20. Greeting approach: Sales approach that consists of a friendly items to go with merchandise requested by a customer
welcome with hi, hello with a smile and eye contact 48. Telemarketing: Personal selling done over the telephone
21. inbound calls: when customers call into the center. 49. Transaction: The exchange of payment and product
22. Inside Salesperson: Work at their employer's location and
typically communicate with customers by telephone or letter.
23. Institutional sales: When a business sells to an NPO
24. Leads: Potential customers or prospects
25. Listening: combines hearing with evaluating.
26. Loyalty buying motives: Based on customer loyalty to a
company which they always do business.
27. Mental Ownership: Occurs when the customer acts and
speaks as if the product is already his or hers.
28. Merchandise approach: Sales approach where the
conversation starts with a comment about the product.