Marketing Indicator 2.01 Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

Slides:

Advertisements

Similar presentations

Explain the nature & scope of the selling function

Advertisements

Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

Marketing Indicator 2.01 Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

Marketing Objective 5.03 The Sales Process.

Higher Administration

Marketing 1.02B Explain the role of customer service as a component of selling relationships.

Copyright © 2015 McGraw-Hill Education. All rights reserved. No reproduction or distribution without the prior written consent of McGraw-Hill Education.

CHAPTER TWELVE Encouraging Customer Loyalty. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved L EARNING O BJECTIVES.

9 Selling Your Product Section 9.1 Principles of Successful Selling

Indicator 3.07 Understand the nature of customer relationship management to show its contributions to a company.

The Customer’s Role The Employee’s Role 2 Chapter Objectives Define customer service. Describe customer-service expectations. Explain word-of-mouth communication.

Keeping your best customers - building relationships Fiontraí Seisiún 9 4 Deireadh Fómhair 2007.

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

CHAPTER TWELVE Encouraging Customer Loyalty. McGraw-Hill/Irwin © 2005 The McGraw-Hill Companies, Inc., All Rights Reserved L EARNING O BJECTIVES.

Principles of Successful Selling

Build Relationships (CRM) Step 7. Objectives  Discuss strategies for maintaining and building a clientele  Explain the importance of after-sale activities.

Chapter 15 Closing the Sale

Have a Customer Focus Understand the selling process and the importance of customer service.

Marketing Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope.

1 Management Consultancy People Scope. 2 Management Consultancy Our ROLE involves working with organizations in all sectors to improve their performance.

Understand sales processes and techniques to enhance customer relationships and to increase the likelihood of making sales. Marketing Indicator 2.09.

Selling: 2.01 ACQUIRING A FOUNDATIONAL KNOWLEDGE OF SELLING TO UNDERSTAND ITS NATURE AND SCOPE.

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

Building Customer Relationship “Service is so great an opportunity for the company that our vision for the next century is that GE is a global service.

Chapter 15 closing the sale Section 15.1 How to Close a Sale

Marketing Principles Unit 11  Selling Policies  Product Information  Product Features and Benefits.

Gaining the Customer Satisfaction Edge. Is 99.9% Good Enough? 5,516,200 cases of flat soft drinks 2 million lost documents 811,000 faulty rolls of film.

Customer Service It can “make” or “break” a business!!

Customer Satisfaction and Retention Chapter 15.2.

Closing the Sale Ch. 15 ME. How to Close the Sale Section 15.1.

Retail Certificate III 2010  Introductions  Name Name  What do you want to do in the future?  Course overview  Unit overview  Assessments  Review.

2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.

C O R P O R A T I O N September 13, 2013 MPS CPE Day.

Creating More Sales Opportunities Your Automated Follow Up System.

Acquire a foundational knowledge of selling to understand its nature and scope 1 MARKETING 4.07.

Closing Sales Closing the Sale. Sec – Customer Satisfaction and Retention Why suggestion selling is important The rules for effective suggestion.

 Marketing The Positive Relationships of Selling.

Selling: 2.01 ACQUIRING A FOUNDATIONAL KNOWLEDGE OF SELLING TO UNDERSTAND ITS NATURE AND SCOPE.

Marketing Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope.

Foster positive relationships with customers to enhance company image.

© BLR ® —Business & Legal Resources 1501 Customer Service Skills How We Can All Improve.

How does an effective salesperson close the sale and establish a relationship with the customer? Close the Sale & Follow-up.

What is Selling?. The Sales Profession n One of the oldest and most valued businesses. n Compete for their share of the market to realize profit. n Essential.

Marketing Objective 2 – SELLING PROCESS. WHAT IS SELLING? Responding to a consumer needs and wants through planned, personalized communication in order.

Human Resources Management

Section 14.1 Product Presentation Chapter 14 presenting the product Section 14.2 Objections.

YOUR Business Card Company Name Logo, Slogan Address, Phone #

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

2.02 – FOSTER positive relationships with customers to enhance company image. Marketing 6621.

9 Selling Your Product Section 9.1 Principles of Successful Selling

Close the Sale & Follow-up

Marketing Understand customer relationships, foundation of quality assurances, and selling Acquire a foundational knowledge of selling.

Describe marketing functions and related activities (MK:002, MK LAP 1)

Mktg 2.01 Review Questions.

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

The Sales Process Quiz on Personal Selling Marketing

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

Principles of Marketing

9 Selling Your Product Section 9.1 Principles of Successful Selling

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

Objective 2.01/.03 SELLING.

Personal Selling LT: Identify effective methods (e.g., which, trial, standing- room-only, direct) used in closing a sale. Standard OG 9.

Tuesday (write down one of the Learning Targets)

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

LT: Explain the methods and benefits of suggestion selling

9 Selling Your Product Section 9.1 Principles of Successful Selling

Personal Selling LT: Understand sales processes and techniques to enhance customer relationships. Standard OG3 & OG8.

Personal Selling LT: Understand sales processes and techniques to enhance customer relationships. Standard OG3 & OG8.

Indicator 2.01 – Acquire the foundational knowledge of selling and understand its nature and scope. Marketing.

Presentation transcript:

Marketing Indicator 2.01 Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

Distinguish between customer service as a process and customer service as a function. Customer Service Mindset – an attitude that customer satisfaction always comes first Customer Services – are actions should attract, retain, & build relationships with customers while influencing them to make purchases

Describe how businesses can use customer service to beat their competition. Customer Service can be a Competitive Advantage over the competition Competitive Edge Poor service is more memorable than good service

Discuss factors that influence customer expectations of customer service. Interaction with ANY employee Customer-Friendly Policies Must be Consistent - payment, returns, damages Training Knowledgeable, experienced, Treatment of Employees Treat others the way you would want to be treated Employee Actions Honest, Ethical Handling Problems

Customer Service

Explain how customer service facilitates sales relationships. Maintain Relationships Happy customers will return It is more expensive to replace a customer than it is to maintain one Create Loyalty through Rewards

Starbucks Loyalty

Identify pre-sales opportunities for providing customer service that can facilitate sales relationships. Be aware of who your customer is Be courteous and respectful Be of assistance for customer Provide ample product information

How to Provide Good Customer Service

King Burger – Customer Service

Identify post-sales opportunities when customer service can be provided to facilitate sales relationships. Follow-up Ensure satisfaction, call, card, email Handle inquiries and complaints, keep customers satisfies Ask for referrals Keeping a client file Evaluate sales efforts Post Sales Surveys / Comment Cards

The Perfect Salesperson Using the characteristics of a good salesperson listed in your notes, create the perfect salesperson with the outline given below. Use words, phrases, pictures from magazines, drawings, and color; to add “good characteristics” to your outline.