Match the word with its definition new-task buy persuasive presentation negotiation physiological needs need discovery buying center customer relationship management (CRM) approach survey questions telemarketing informative presentation confirmation questions vesteem needs portfolio buyer resolution theory presentation strategy systems selling ZOPA A. "A carefully conceived plan that will result in maximum responsiveness to the customers needs. The salesperson should develop an understanding of a customers buying process, understand buyer behavior and develop a prospect base." B. The buying behavior of individuals and households who buy goods and services for personal consumption c. A cross-functional team of decision makers who often represent several departments D. A first-time purchase of a product or service. E. A routine purchase of items needed by a business- to-business customer F. "A form of strategic alliance that appeals to buyers who prefer to purchase a packaged solution to a problem from a single seller, thus avoiding all the separate decisions involved in a complex buying situation." G. Decisions that usually require very little consumer involvement and brand differences are usually insignificant H. Decisions that are characterized by a high degree of involvement by the consumer. 1. "A systematic series of actions, or a series of defined, repeatable steps intended to achieve a V ZOR telesales v trial offer reminder presentation postpone method buying motives cold calling v emotional buying motives v referral six-step presentation plan superior benefit return on investment (ROI) negotiation need-satisfaction questions pipeline management straight rebuy elevator presentation group influences security needs defined, repeatable steps intended to achieve a result." J. "A selling theory that recognizes a purchase will be made only after the prospect has made buying decisions involving specific affirmative responses to the following five items: need, product, source, price, and time." K. "Primary needs or physical needs, including the need for food, water, sleep, clothing, and shelter." L. Needs that represent our desire to be free from danger and uncertainty. M. "Needs that reflect a personOs desire for affection, identification with a group, and approval from others." N. "The desire to feel worthy in the eyes of others, to develop a sense of personal worth and adequacy, or a feeling of competence and importance." o. The need for self-fulfillment; a full tapping of oneos potential to meet a goal: the need to be everything one is capable of being. This is one of the needs in Maslows hierarchy. P. Buyer behavior is influenced by the people around us. Group influences are the forces that other people exert on buying behavior. Q. "Two or more people who have well-established interpersonal communications and tend to influence the values, attitudes, and buying behaviors of one culture self-actualization customer strategy complex buying decision qualifying networking reminder presentation reference group sales call reluctance showmanship logrolling active listening social needs direct denial unbundling prospecting indirect denial buying process account analysis me values, arruges, and buying benaviors or one another. They act as a point of comparison and a source of information for a prospective buyer." R. "The arts, beliefs, institutions, transmitted behavior patterns, and thoughts of a community or population." S. "An aroused need, drive, or desire that initiates the sequence of events that may lead to a purchase." T. Motives that prompt the prospect to act as a result of an appeal to some sentiment or passion. U. The process of building and maintaining strong customer relationships by providing customer value A modern CRM program relies on a variety of technologies to enhance customer responsiveness. V. A systematic process of identifying potential customers. W. A prospect who has been recommended by a current customer or by someone who is familiar with the product. X. The practice of marketing goods and services through telephone contact. Y. A method of prospecting in which the salesperson selects a group of people who may or may not be actual prospects and then calls on each one. Z. "A 30-second message that summarizes what you want people to know about you, your company, and your prouct me. habitual buying decisions sales intelligence consumer buyer behavior probing questions AA. The practice of making and using contacts. It involves people meeting people and profiting from the connection AB. Examining the prospect list to identify the people who are most apt to buy a product AC. "Gives salespeople access to insights into the prospects marketplace, their firm, their competitors, even about the prospects themselves." AD. A formula used to determine the net profits or savings from a given investment. It is a common way to quantify the solution. AE. Estimates the sales po for each prospect. AF. The process of managing all the prospects in the salespersonOs sales funnel to ensure that sales objectives are being met AG. "A well-conceived plan that includes three prescriptions: establishing objectives for the sales presentation, preparing the presale presentation plan needed to meet these objectives, and renewing ones commitment to providing outstanding customer service." AH. "The first contact with the prospect, either face-to- face or by telephone. The approach has three objectives: to build rapport with the prospect, to capture the person Os full attention, and to generate interest in the product you are selling." Al. Preparation involving consideration of those activities that will take place during the sales presentation. AJ. "The process of using the telephone to acquire information about the customer, determine needs, suggest solutions, negotiate buyer resistance, close the sale, and service the sale." AK. "Includes the thoughts, feelings, and behavioral patterns that conspire to limit what a salesperson can accomplish." AL. The salesperson establishes two-way communication by asking appropriate questions and listening carefully to the customers responses. AM. Questions used to collect information about the buyers exiting situation and any problems. AN. Helps you uncover and clarify the prospects buying problem and the circumstances surrounding the problem. AO. A type of question used throughout the sales presentation to find out if the message is getting through to the prospect. It checks both the prospectos level of understanding and the prospects agreement with the presentations claims. AP. Designed to move the sales process toward commitment and action. These are questions that focus on the solution. AQ. "The process of sending back to the person what you as a listener think the individual meant, both in terms of content and in terms of feelings. It involves taking into consideration both verbal and nonverbal signals." AR. "Emphasizes factual information that is often taken from technical reports, company-prepared sales literature, or written testimonials from people who have used the product." AS. "A sales strategy that influences the prospects beliefs, attitudes, or behavior, and encourages buyers action." AT. Sometimes called the reinforcement presentation. This assumes that the prospect has already been involved in an informative or persuasive presentation. The customer understands at least the basic product features and buyer benefits. AU. Sometimes called the reinforcement presentation. This assumes that the prospect has already been involved in an informative or persuasive presentation. The customer understands at least the basic product features and buyer benefits. AV. Defined as an interesting and attractive way of communicating an idea to others. AW. A portable case or loose-leaf binder containing a wide variety of sales-support materials. It is used to add visual life to the sales message and to prove AW. A portable case or loose-leaf binder containing a wide variety of sales-support materials. It is used to add visual life to the sales message and to prove claims. AX. Working to reach an agreement that is mutually satisfactory to both buyer and seller. AY. Working to reach an agreement that is mutually satisfactory to both buyer and seller. AZ. Zone of Possible Agreement: the space between the sellers walk-away point and the buyers highest willingness to pay. BA. "In a formal negotiation, using a customers concern to form an alternate solution. BB. Involves refuting the prospects opinion or belief. The direct denial of a problem is considered a high- risk method of negotiating buyer resistance. BC. "Often used when the prospects concern is completely valid, or at least accurate to a large degree. The salesperson bends a little and acknowledges that the prospect is at least partially correct." BD. "A benefit that will, in most cases, outweigh the customers specific concern." BE. Involves giving the prospect an opportunity to try the product without making a purchase commitment. 1 BB. Involves refuting the prospects opinion or belief. The direct denial of a problem is considered a high- risk method of negotiating buyer resistance. BC. "Often used when the prospects concern is completely valid, or at least accurate to a large degree. The salesperson bends a little and acknowledges that the prospect is at least partially correct." BD. "A benefit that will, in most cases, outweigh the customers specific concern.' BE. Involves giving the prospect an opportunity to try the product without making a purchase commitment. BF. "When selling a complex product, it is often necessary to postpone negotiations until you can complete the needs assessment or acquire additional information regarding such things as final price or delivery dates." BG. A strategy used to reduce the price by eliminating some items