Chapter 1

 Account executives: Sales position that offers increasing responsibility above the sales rep job.
 Customer lifetime value (CLV): A sales approach that focuses on the net present value of a
customer’s business over the span of his or her relationship with an organization.
 Ethics: Moral standards expected by a society.
 Field reps: Sales reps who work “in the field,” calling on customers at their places of business.
 Inside salespeople: Salespeople who perform selling activities at the employer’s location,
typically using email and telephone.
 Marketing research - Provide market feedback on competitors and trends in the macro-
environment.
 Message inconsistency - Messages need to be consistent with that of other salespeople and the
full-integrated marketing-communications strategy.
 New-business salespeople: Salespeople responsible primarily for finding new customers.
 Nonprofit organizations (not-for-profit organizations): Organizations whose motive is
something other than to make a profit for owners.
 Order-taker salespeople: Sales representatives who primarily process orders that a customer
initiates.
 Personal selling consists of a two-way flow of communication between a buyer and seller.
 Relationship selling: A sales approach that involves building and maintaining customer trust
over a long period of time.
 Sales analysts: Salespeople responsible for the collection and analysis of sales data.
 Sales engineers: Technical specialists who sell in high-tech sectors like aerospace and enterprise
software.
 Sales managers: Sales positions with managerial oversight of selling efforts at varying levels of
the organizational hierarchy.
 Sales representatives: Entry-level, customer-facing or business-to-business sales positions.
 Salespeople - often are the critical link between the firm and customer.
 Social listening: The monitoring of a brand’s social media channels for customer feedback or
discussion regarding specific keyword, topics, competitors, or industries, followed by analysis to
gain insights and act on opportunities.
 Social selling: A sales approach that develops, nurtures, and leverages relationships online to
sell products or services.