Unit 7 SEM

Consists of any combination of advertising, sales promotion, publicity, direct marketing, and personal selling.

• Promotion Mix

• Sales

• Personal Selling

Action taken by the seller to make the relationship between the organization and its customers is satisfactory

• Objections

• Sales

• Customer Service

Any person-to-person communication in which the seller has an opportunity to influence the consumer’s buying decisions.

• Feature Benefit Selling

• Customer Service

• Personal Selling

A written recommendation of products or services his or her organization may offer to meet those customer needs  uncovered in the needs analysis.

• Objections

• Close

• Proposal

The process of selling additional products to a customer at the time of the order.

• Feature-benefit Selling

• Up-selling

• Closing

The stage of the sales cycle where the prospective customer and the sale professional come to an agreement in which  the customer commits to a purchase of some kind.

• Proposal

• Objections

• Close

Any form of communication used to inform, persuade, or remind people about a business’s products or services.

• Promotion

• Personal Selling

• Customer Service

The process of determining customer needs and wants through planned, personalized communication intended to  influence purchase decisions and ensure satisfaction.

• Personal Selling

• Sales

• Promotion Mix

A prospective customer’s concerns or hesitations in making a purchase decision.

• Customer Service

• Objections

• Close

A sales process which involves the matching of specific product features to a customer’s needs and wants

• Feature-benefit Selling

• Personal Selling

• Promotion Mix