1. 19-1 Chapter Questions What direct channels can companies use? How should companies do direct marketing? When is a sales force useful? How do companies manage a sales forces? How can salespeople improve selling, negotiating, and relationship marketing skills?

2. 19-2 Direct Marketing Channels used to reach and deliver goods and services to customers without using market middlemen.

3. 19-3 Direct Marketing Channels Catalogues Direct mail Telemarketing Web sites Email marketing Mobile devices Interactive TV

4. 19-4 Constructing a Direct-Mail Campaign Establish objectives Select target prospects Develop offer elements Test elements Execute Measure success

5. 19-5 RFM Formula for Selecting Prospects Recency Frequency Monetary value

6. 19-6 Types of Telemarketing Telesales Telecoverage Teleprospecting Customer service and technical support

7. 19-7 Designing a Web Site Context Content Community Customization Communication Connection Commerce

8. 19-8 iTunes Affiliate Program

9. 19-9 Sales Tasks Prospecting Targeting Communicating Selling Servicing Information gathering Allocating

10. 19-10 Designing a Sales Force Sales force objectives Sales force strategy Sales force structure Sales force size Compensation

11. 19-11 Steps in Effective Selling Prospecting/Qualifying Preapproach Approach Presentation Overcoming objections Closing Follow-up

12. 19-12 Activity Target Markets and Prospects –Direct market consists of five elements - product, offer, medium, distribution method, and creative strategy. –On a scale of 1 to 5 (1 being does not work, 5 being works very well) rank these pieces on these five elements. What is the group’s consensus as to which offers would works the best and why?