1. www.mhhe.com/fourps For use only with Perreault/Cannon/McCarthy or Perreault/McCarthy texts. © 2008 McGraw-Hill Companies, Inc. McGraw-Hill/Irwin Personal Selling and Customer Service CHAPTER FOURTEEN

2. CH 15: Advertising & Sales Promotion Importance of personal selling CH 14: Personal Selling and Customer Service CH 13: Promotion Intro. To Integrated Marketing Communications Personal selling tasks Strategy decisions Personal selling process Strategy Planning and Personal Selling (Exhibit 14-1)

3. Salespeople represent whole company Sales force provides market information Salespeople represent whole company Helping to buy is good selling Requires strategy decisions Requires strategy decisions Requires strategy decisions Requires strategy decisions Helping to buy is good selling Salespeople can be strategy planners Personal Selling Is Important Personal Selling Is Important The Importance and Role of Personal Selling

4. Technical Specialists Missionary Salespeople Customer Service Reps Supporting Sales Tasks Supporting Sales Force Informs and Promotes in the Channel

5. Solves problems after a purchase Technical Specialists Part of promotion Reps are customer advocates What is Customer Service? What is Customer Service? Customer Service Promotes the Next Purchase

6. Sales Territories Telemarketing Major Accounts Sales Force Different Markets, Different Tasks Team Selling Sales Force Size and Workload The Right Structure Helps Assign Responsibility

7. Sometimes Technology Can Substitute for Personal Selling (Exhibit 14-2)

8. Personal Selling Techniques – Sales Presentations (Exhibit 14-4b)

9. Personal Selling Techniques – Closing and Follow-Up (Exhibit 14-4)