Personal Selling
Any form of ____________ ____________ between a salesperson and a customer
How is it different from other forms of promotion?
_____________________________________________
Types of Selling
Retail Selling – unique because customers have to _________________________
Sales person must be available to _____________ ________________ about the product or service
Business to Business – sales between _______ _____________________
Inside Sales - usually takes place in the ____________________ or wholesaler’s __________________
Outside Sales – usually takes place in the __________________ place of business
Requires that sales representatives contact businesses
Call to make an _____________________________
____________________ – show up unannounced
Telemarketing – the process of selling over the _____________________
The _________ _______________ telemarketers from calling any number on the ___________________________________________________________
Goals of Selling
The purpose and goals of selling are the ____________ no matter the
_____________ ___________________
Help customers make _________________ ____________ _______________, which create ongoing, profitable relationships between the buyer and seller
______________ __________________ is crucial to the success of any company

Consultative Selling
Providing solutions to customers’ problems by finding products that
________________________________
Feature-Benefit Selling
Matching the __________________ of a product to a customers’ needs and wants
How will the ______________ _______________ provide benefit to the customer?
Product Features
The _____________, physical, or ________________ attributes of the product
Physical features of a product differentiate _________________ ______________ and _______________
When buying a car one might consider
• Engine type
• Gas consumption
• Appearance
• Stereo system
• Tires
• Anti-lock brakes
• Number of passengers it hold
Customer Buying Motives
A salesperson must know what _________________ customers to buy
Rational Motives – _______________, ____________ reason for a purchase
Emotional Motives – a _________________ experienced by a customer through ____________________ with a _________________
Rational Motives
Examples of Rational Motives
• _______________________________________
• Time or monetary savings
• Health or safety considerations
• _______________________________________

Emotional Motives
Examples of Emotional Motives
• Social Approval
• Recognition
• ____________________
• Love
• ____________________
Customer Decision Making
Different customers require different levels of _________________ when shopping
How they make these decisions is based on several factors
• Previous experience with product or company
• How often they purchase the product
• _______________________________________________________
• The perceived risk involved in the purchase
• _______________________________________________________
Types of Decision Making
Extensive – when there has been __________________ previous experience with a __________________ or company
• __________ degree of risk
• It is very expensive or has high value
• Examples – ______________________________________________________
Limited – when the customer has purchased the product ______________, but not ___________________
• __________ degree of risk
• Customer needs more information before purchasing
• Examples – ______________________________________________________
Routine – when the customer needs ____________ information about the
___________________
• ____________ degree of risk because it is ________________
• It is purchased _____________ so the customers trust the product
• Examples – ______________________________________________________