A C

Actual product 249 Call plan 492

Administered VMS 369 Call reports 496
Advertising 429 Capital items 252
Advertising agency 470 Cash refunds 504
Advertising appeals 462 Cents- off deals 504
Advertising budget 459 Channel conflict 366
Advertising media 465 Channel level 365
Advertising message 460 Closing 499
Advertising objective 457 Co-brand 272
Advertising specialties 504 Cold calling 497
Advertising strategy 460 Communication effects 469
Advertising 456 Comparative advertising 457
Affordable method 442 Compensating salespeople 492
Allowance 505 Competition-based pricing 321
Approach 498 Competitive-parity method 443
Attack advertising 457 Complex sales force structure 487
Audiovisual materials 473 Conformance quality 254
Augmented product 250 Consideration in setting price 313
Average cost 318 Consistency 254
Consumer generated messages 463
Consumer product 250
B Consumer promotions 503
Brand 255 Contests 504
Brand development strategy 273 Continuity 469
Brand development 272 Continuous inventory replenishment 383
Brand Equity 266 Contract logistics 385
Brand extension 273 Contractual VMS 368
Brand integrations 461 Convenience product 250
Brand name selection 269 Conventional distribution channel 367
Brand positioning 267 Conventions and trade shows 505
Brand sponsorship 270 Corporate identity materials 473
Brand strategy decision 267 Corporate image marketing 252
Branded entertainment 461 Corporate VMS 368
Branding strategy 266 Cost-based pricing 314
Break-even pricing (target return pricing) Cost-based pricing 317
319 Cost-plus pricing (markup pricing) 319
Break-even volume 320 Coupons 503
Broadcasting 430 Creative concept 462
Building strong brands 266 Customer solution approach 498
Business organization 260 Customer (market) sales force structure 487
Business promotions 505 Customer value 249
Buyer-readiness stages 436 Customer value-based pricing 313
Buzz marketing 439 Customer-value consideration 322
D
Demand chain 363 H
Demand curve 325 Handling objections 499
Development 472 Healthy service profits and growth 261
Differentiation 266 Horizonontal conflict 366
Direct marketing 429 Horizontal marketing system 369
Direct marketing channel 365
Discount off 505
Disintermediation 370 I
Distribution center 381 Ideas 252
Indirect marketing channel 365
Individual product and service decision
E 253
Electronic data interchange (EDI) 383 Industrial product 250
Element in the communication process 435 Industrial product 251
Emotional appeals 437 Information flow 366
Endorsement 463 Informative advertising 457
Esteem 266 Inside sales force 488
Event marketing (sponsorship) 504 Integrated marketing communications
Exclusive dealing 378 (IMC) 431
Exclusive distribution 373 Intensive distribution 373
Exclusive territorial agreements 378 Interactive marketing 263
Execution style 462 Intergrated logistics management 383
Expense reports 496 Intermodal transportation 383
Experience curve (learning curve) 319 Internal and external consideration 321
Experience 249 Internal marketing 263
Internal service quality 261
International advertising decisions 470
F Internet sellers 488
Fantasy 462 Investor relations 472
Field sales force 488
Fixed costs (overhead) 318
Flow of ownership 366 K
Follow up 499 Knowledge 266
Format 463
Four service characteristics 261
Franchise organization 368 L
Free goods 505 Labeling 256
Full-line forcing 378 Licensed brand 271
Function of production experience 318 Lifestyle 462
Line extensions 272
Lobbying 472
G
Games 504
Good value-pricing 314 M
Governments 259 Madison & vine 461
Greater service value 261 Make-and-sell 363
Managing and service differentiation Number of intermediary levels 365
264
Managing brands 274
Managing service productivity 265 O
Managing service quality 264 Objective-and-task method 443
Manufacturer-sponsored retailer franchise Off invoice 505
system 368 Off list 505
Manufacturer-sponsored wholesaler Oligopolistic competition 325
franchise system 369 Opinion leader 439
Market and demand 324 Organizational climate 496
Marketing channel (distribution channel) Organizational consideration 324
363 Organizations marketing 252
Marketing channel design 372 Organizing for advertising 470
Marketing channel management 375 Outside sales force 488
Marketing Consideration 251 Outsourced logistics 385
Marketing logistics (physical distribution) Overall marketing strategy, objectives and
379 Mix 321
Marketing offering 249
Marketing strategy 261 P
Materials and parts 252 Packaging 255
Media multitasker 468 Payment flow 366
Media timing 469 Percentage-of-sales method 442
Media types 466 Performance quality 254
Media vehicles 468 Person marketing 252
Message content 437 Personal communication channels 438
Message execution 462 Personal selling 429
Message format 438 Personal selling 484
Message strategy 462 Personality symbol 463
Message structure 437 Persons 252
Monopolistic competition 325 Persuasive advertising 457
Mood or image 462 Physical flow 366
Moral appeals 437 Place marketing 252
Motivating salespeople 496 Places 252
Multibrands 273 Point of purchase (POP)
Multichannel distribution system 370 promotion 504
Musical 463 Preapproach 498
Premiums 504
N Presentation 498
Narrowcasting 430 Press agency 472
Narrowcasting 467 Press relations 472
National brand (manufacturers brand) Price off 505
270 Price elasticity of demand 326
New brands 274 Price packs 504
News 473 Price 312
Nonpersonal communication channels 439 Price-Demand relationship 325
Nonprice positions 322 Private-non-for-profit organization 260
Product 248 Sales contest 506
Product and service decisions 253 Sales contests 496
Product attributes 253 Sales force automation systems 493
Product Features 254 Sales force management 486
Product line decisions 258 Sales meetings 496
Product mix decisions 258 Sales promotion 429
Product publicity 472 Sales promotion 501
Product quality 253 Sales quota 496
Product sales force structure 487 Sales report 496
Product style and design 254 Salesperson owned loyalty 486
Product support services 257 Salesperson 485
Products dimension 254 Samples 503
Promotion clutter 502 Satisfied and loyal customer 261
Promotion flow 366 Satisfied and productive
Promotion mix (marketing service employees 261
commnunications mix) 428 Scientific evidence 463
promotion 504 Selective distribution 373
Promotional products 504 Selling process 497
Prospecting 497 Sense-and-respond 363
Public affairs 472 Service inseparability 260
Public relations (PR) 429 Service marketing 259
Public relations tools 473 Service perishability 261
Public relations 472 Service profit chain 261
Public service activities 473 Service tangibility 260
Pull strategy 445 Service variability 260
Pulsing 469 Service 248
Pure competition 325 Service-firm-sponsored retailer franchise
Pure monopoly 325 system 369
Pure Service 249 Shared project 385
Pure tangible good 249 Shopping product 250
Push money 505 Slice of life 462
Push strategy 444 Social marketing 252
Special events 473
Specialty advertising items 505
R Specialty products 250
Rational appeals 437 Store brand (private brand) 270
Rebates 504 Supervising salespeople 492
Recruiting and selecting salespeople 490 Supplies and services 252
Relevance 266 Supply chain 362
Reminder advertising 458 Supply chain management 379
Return on advertising investment 469 Sweepstakes 504
Return on quality 254

S T
Target costing 322
Sales and profit effects 469 Team selling 489
Sales assistants 488 Technical expertise 463
Technical sales support people 488
Telemarketers 488
Territorial sales force structure 487
Testimonial evidence 463
Third-party logistics (3PL) provider 385
Three levels of Product 250
Three types of service marketing 263
Time and duty analysis 492
Tone 463
Total costs 318
Totally quality management 253
Customer-driven quality 254
Trade promotions 505
Training salespeople 491
Transaction oriented 499
Typing agreements 378

U
Unsought products 250

V
Value delivery network 363
Value selling 499
Value-added pricing 315
Variable costs 318
Vendor-managed inventory (VMI) 383
Vertical conflict 366
Vertical marketing system (VMS) 367

W
Word-of-mouth influence 438
Written materials 473
Workload approach 488