MKT 504 Chapter Notes -Sales Process Engineering, Customer Engagement, Personal Selling

• School: Ryerson University
• Department: Marketing
• Course: MKT 504
• Professor: Roy Morley

Document Summary

Chapter 1: relationship selling opportunities in the info economy. Personal selling: person-to-person communication (informing, reminding, persuading) with prospective customer about a product/service; develop relationships, discover needs, match products with needs; adds value. Product: broadly interpreted to encompass physical goods, service, and ideas. Personal selling philosophy: adopt marketing concept, value personal selling, become a problem solver/partner to help customers make better buying decisions. Selling 2. 0: using info technology tools + innovative sales practices to create value by improving speed, collaboration, customer engagement, and accountability of sales process. Value-added selling: improving sales process by offering advice & product solutions, managing customer relationships, and providing service after sale. Tasks performed by salespeople: administrative, sales prep, face-to-face selling, travelling*(mostly this) Psychic income: factors that provide psychological rewards; satisfy need for recognition & security. Inside salesperson: performs selling activities at employer"s location, typically via phone & email. Outside salesperson: travels to meet prospects/customers in their place of business.