Personal Selling
Marketing Co-Op
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
Product Benefit
The __________________ or personal __________________ a customer will get from a
good or service
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
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_______________________________________
Time or monetary savings
Health or safety considerations
_______________________________________
Emotional Motives
Examples of Emotional Motives
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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
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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
___________________
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__________ degree of risk
Customer needs more information before purchasing
Examples – ______________________________________________________
Routine – when the customer needs ____________ information about the
___________________
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____________ degree of risk because it is ________________
It is purchased _____________ so the customers trust the product
Examples – ______________________________________________________