2.04 Vocabulary

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Across
  1. 3. The devotion of a client to a particular business
  2. 4. A body of customers upon which an organization can rely for considerable repeat business
  3. 5. Individuals or businesses to whom salespeople are recommended
  4. 7. Part of the selling process in which the salesperson shows the customer the benefits of a product’s features; includes sales talk and product demonstration
  5. 9. Contacts that each individual has through his/her customers, friends, or relatives
  6. 10. Events where businesses display and/or demonstrate their products to build sales leads and interest
  7. 11. Promotion and publicity for a business provided by customers who tell others of their satisfaction with the business
  8. 13. A promise made by the seller to the consumer that the seller will repair or replace a product that does not perform as expected
  9. 15. Positive feelings toward a business; an advantage that a business acquires beyond the value of its products or services
  10. 17. Unannounced telephone calls or visits by a salesperson to prospects about whom little may be known
  11. 18. A promise made to the consumer that a product’s purchase price will be refunded if the product is not satisfactory
  12. 19. policies Statements outlining practices the business follows, such as warranties and maintenance contracts
Down
  1. 1. An effort to obtain business by sending promotional material to customers in the form of letters, catalogs, postcards, faxes, folders, and emails
  2. 2. An individual’s qualities or traits and behavior
  3. 4. Information about and contact with potential customers provided by a company, its advertising, participation in trade shows, or telephone and mail solicitation
  4. 6. The name of an organization or individual that might be interested in a salesperson’s good or service
  5. 7. A salesperson’s commitment to the client’s needs as expressed through his/her professional behavior
  6. 8. Contacts outside the business, such as other salespeople, specialized lists and directories, and industry trade groups
  7. 12. The determination of a customer’s satisfaction with a good or service after a sales presentation regardless of whether a sale was made
  8. 14. The way a person looks at life
  9. 16. The act of identifying any person or organization with the potential to buy a product and compiling that information in an organized manner for future use