Below are this chapter's featured key terms. The textbook's full glossary is also available for online searching.
 

account management policies	Policies that specify whom salespeople should contact, what kinds of selling and customer service activities should be engaged in, and how these activities should be carried out. (See page(s) See page 537 in your textbook.)
adaptive selling	A need-satisfaction sales presentation that involves adjusting the presentation to fit the selling situation. (See page(s) See page 531 in your textbook.)
consultative selling	Focuses on problem definition, where the salesperson serves as an expert on problem recognition and resolution. (See page(s) See page 531 in your textbook.)
emotional intelligence	The ability to understand one's own emotions and the emotions of people with whom one interacts on a daily basis. (See page(s) See page 539 in your textbook.)
formula selling presentation	Providing information in an accurate, thorough, and step-by-step manner to inform the prospect. (See page(s) See page 530 in your textbook.)
major account management	The practice of using team selling to focus on important customers so as to build mutually beneficial, long-term, cooperative relationships. Also called key account management. (See page(s) See page 535 in your textbook.)
missionary salespeople	Sales support personnel who do not directly solicit orders but rather concentrate on performing promotional activities and introducing new products. (See page(s) See page 526 in your textbook.)
need-satisfaction presentation	A selling format that emphasizes probing and listening by the salesperson to identify needs and interests of prospective buyers. (See page(s) See page 531 in your textbook.)
order getter	A salesperson who sells in a conventional sense and identifies prospective customers, provides customers with information, persuades customers to buy, closes sales, and follows up on customers' use of a product or service. (See page(s) See page 535 in your textbook.)
order taker	Processes routine orders or reorders for products that were already sold by the company. (See page(s) See page 524 in your textbook.)
partnership selling	The practice whereby buyers and sellers combine their expertise and resources to create customized solutions; commit to joint planning; and share customer, competitive, and company information for their mutual benefit, and ultimately the customer. Sometimes called enterprise selling. (See page(s) See page 524 in your textbook.)
personal selling	The two-way flow of communication between a buyer and seller, often in a face-to-face encounter, designed to influence a person's or group's purchase decision. (See page(s) See pages 472, 522 in your textbook.)
personal selling process	Sales activities occurring before and after the sale itself, consisting of six stages: (1) prospecting, (2) preapproach, (3) approach, (4) presentation, (5) close, and (6) follow-u (See page(s) See page 527 in your textbook.)
relationship selling	The practice of building ties to customers based on a salesperson's attention and commitment to customer needs over time. (See page(s) See page 524 in your textbook.)
sales engineer	A salesperson who specializes in identifying, analyzing, and solving customer problems and who brings know-how and technical expertise to the selling situations, but does not actually sell goods and services. (See page(s) See page 526 in your textbook.)
sales management	Planning the selling program and implementing and controlling the personal selling effort of the firm. (See page(s) See page 527 in your textbook.)
sales plan	A statement describing what is to be achieved and where and how the selling effort of salespeople is to be deployed. (See page(s) See page 533 in your textbook.)
salesforce automation	The use of technology to make the sales function more effective and efficient. (See page(s) See page 541 in your textbook.)
stimulus-response presentation	A selling format that assumes the prospect will buy if given the appropriate stimulus by a salesperson. (See page(s) See page 530 in your textbook.)
team selling	Using an entire team of professionals in selling to and servicing major customers. (See page(s) See page 526 in your textbook.)
workload method	A formula-based method for determining the size of a salesforce that integrates the number of customers served, call frequency, call length, and available selling time to arrive at a salesforce size. (See page(s) See page 537 in your textbook.)