Selling Extrusions in the USA: Understanding Managing the Customer s Perceptions

Dec 18, 2012

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Selling Extrusions in the USA: Understanding Managing the Customer s Perceptions

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Understanding customer requirements

Understanding customer requirements. BM404 – Week 4. Provider Gap 1. CUSTOMER. Expected Service. Listening Gap . COMPANY. Company Perceptions of Consumer Expectations. Part 3 Opener. Session overview. Using Marketing Research to Understand Customer Expectations

1.91k views • 43 slides

Managing Customer Profitability

Managing Customer Profitability. Chapter 6. Customer profitability. Applying ABC to customers or customer groups Customer is the “cost object” What activities are performed to service customers? Can the activities be managed? What costs are related to serving individual customers or groups?.

269 views • 6 slides

Customer Relationship Management

Customer Relationship Management. Facts about customer relations. Cost of selling to a new customer is six times as high as to existing customer Odds of selling to a new customer = 1/7 to an existing customer = 1/2 Each dissatisfied customer tells 8 to 10 people

848 views • 41 slides

Personal Selling

. . Personal Selling. Basic Types of Selling Approaches. 1. Stimulus-Response2. Need Satisfaction3. Problem-Solution. . . Personal Selling. Personal Selling ? Definition Direct communications between paid representatives and prospects that lead to purchase orders, customer satisfaction and pos

995 views • 13 slides

CHAPTER 3

CHAPTER 3. UNDERSTANDING CUSTOMER;PSYCHOLOGY OF SELLING. BUYER-SELLER RELATIONSHIP. ADD VALUE TO SELLING CONCEPTS UNDERSTAND WHY PEOPLE BUY (BLACK BOX ) SATISFY NEEDS( ECONOMIC NEEDS,FUNCTIONAL NEEDS,SITUATIONAL NEEDS,SOCIAL NEEDS,PSYCHOLOGICAL NEEDS,KNOWLEDGE NEEDS

223 views • 11 slides

Understanding Selling & Salespeople

Understanding Selling & Salespeople. What’s My Job? Preparation => understanding:. 1. Selling, salespeople, sales philosophies 2. Acquiring knowledge & info. 3. Prospecting/targeting 4. Sales goals, strategies, aids 5. People types 6. Customer purchasing behavior. Selling to ‘Scary’ Larry.

528 views • 33 slides

Personal Selling Skills

Personal Selling Skills. Chapter - 8. Customer oriented selling: The degree to which salespeople practice the marketing concept by trying to help their customers make purchase decisions that will satisfy customer nee ds Saxe and Weitz have characterized customer- oriented selling as:

763 views • 12 slides

Selling and S ales Force Management

Selling and S ales Force Management. What is Selling?. The AMA defines Selling as “the personal or impersonal process of assisting and/or persuading a prospective customer to buy a commodity or a service or to act favourably upon an idea that has commercial significance to the seller.”.

125 views • 0 slides

Unit 5: Selling

Unit 5: Selling . Chapter 12: Preparing for the Sale. 12.1: What is Selling? Types of selling: Personal Selling: Any form of direct contact between a salesperson and a customer.

710 views • 33 slides

THE MORTGAGE CLAIMS BUREAU AND YOU A guide to managing mis-sold mortgage claims

THE MORTGAGE CLAIMS BUREAU AND YOU A guide to managing mis-sold mortgage claims. AIM. To give you the confidence to: Handle and submit claims to TMCB Answer customer questions Have an understanding of why and how mortgage mis-selling occurs. WWW.THEMORTGAGECLAIMSBUREAU.COM. AGENDA.

605 views • 34 slides

The Role of Selling in Marketing

The Role of Selling in Marketing. XMB554 Week 2. What is not Marketing?. http://www.ted.com/talks/lang/tr/dan_cobley_what_physics_taught_me_about_marketing.html. What is Marketing ?. Managing Profitable Customer Relationships. Attracting new customers

1.02k views • 25 slides

Overview of Selling

Overview of Selling. Personal Selling – Defined. An important part of marketing that relies heavily on interpersonal interactions between buyers and sellers to initiate, develop, and enhance customer relationships. Trust-Based Relationship Selling.

856 views • 59 slides

Part 3

Part 3. UNDERSTANDING CUSTOMER REQUIREMENTS. Provider Gap 1. CUSTOMER. Expected Service. Listening Gap . COMPANY. Company Perceptions of Consumer Expectations. Part 3 Opener. Chapter. 6. Listening to Customers through Research.

315 views • 8 slides

Customer Focus and Managing Customer Loyalty

Customer Focus and Managing Customer Loyalty. Chapter One Market orientation and customer focus The importance of customer satisfaction, retention, and loyalty Building a measure of customer loyalty Customer relationship management Marketing knowledge. Weak Customer Focus.

800 views • 16 slides

How to improve communication and selling skills

How to improve communication and selling skills. Presented by: Xiuqin Cai ( sophie ). Who are our customer?. External customer: Individual customer (shopper) Organizations (supermarket) Internal customer: Service partners The employees contractors. ways to contact potential customer.

600 views • 20 slides

UNIT E SELLING FASHION

UNIT E SELLING FASHION. 5.02 Demonstrate the steps of a sale. The Steps of a Sale. Approach Determining customer needs and wants Merchandise presentation Handling customer objections Closing the sale Suggestion selling Thanking and reassuring the customer Sales follow-up.

630 views • 39 slides

C hapter 11 P EOPLE I SSUES: M ANAGING S ERVICE C ONSUMERS

C hapter 11 P EOPLE I SSUES: M ANAGING S ERVICE C ONSUMERS. CUSTOMER MANAGEMENT ISSUES. Managing customer participation Managing customer waits Managing uncooperative customers Introduction to customer relationship management (CRM). MANAGING CUSTOMER PARTICIPATION.

458 views • 31 slides

The Selling Process

The Selling Process. AGENDA. The Selling Process Greeting Qualifying the Customer Presentation “Pitch” Solution Selling – Feature vs. Benefit Selling Increasing UPT – Up selling Handling Objections Closing Referral Follow Up / Referral #2. SALES 101.

1.21k views • 57 slides

Chapter One Customer Focus and Managing Customer Loyalty

Chapter One Customer Focus and Managing Customer Loyalty. Customer Focus and Managing Customer Loyalty. Customer Loyalty and profitability Profit impact of customer retention Managing customer loyalty Market-based management and customer focus. Weak Customer Focus.

617 views • 15 slides

SUGGESTIVE SELLING

SUGGESTIVE SELLING. Selling additional goods or services to the customer. BENEFITS OF SUGGETIVE SELLING. Suggestion selling benefits the salesperson, the customer, and the company. Salesperson benefits because the customer will want to do repeat business.

3.18k views • 8 slides

Ensuring Total Customer Satisfaction and Managing Customer Relationships

6. Ensuring Total Customer Satisfaction and Managing Customer Relationships. 6. Ensuring Total Customer Satisfaction & Managing Customer Relationships. Objectives. 1. Explain the importance of striving for total customer satisfaction in marketing planning and implementation.

475 views • 24 slides

Customer Services and Retail Selling

Customer Services and Retail Selling. By Kevin Scofield Blaine Yamamoto. Chapter 12 Overview. Customer Service: all activities performed by the retailer that influence… The ease with which a potential customer can shop or learn about the retailer’s offering

357 views • 11 slides

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Selling Extrusions in the USA: Understanding Managing the Customer s Perceptions

Selling Extrusions in the USA: Understanding Managing the Customer s Perceptions

Presentation Transcript

Understanding customer requirements

Managing Customer Profitability

Customer Relationship Management

Personal Selling

CHAPTER 3

Understanding Selling &amp; Salespeople

Personal Selling Skills

Selling and S ales Force Management

Unit 5: Selling

THE MORTGAGE CLAIMS BUREAU AND YOU A guide to managing mis-sold mortgage claims

The Role of Selling in Marketing

Overview of Selling

Part 3

Customer Focus and Managing Customer Loyalty

How to improve communication and selling skills

UNIT E SELLING FASHION

C hapter 11 P EOPLE I SSUES: M ANAGING S ERVICE C ONSUMERS

The Selling Process

Chapter One Customer Focus and Managing Customer Loyalty

SUGGESTIVE SELLING

Ensuring Total Customer Satisfaction and Managing Customer Relationships

Customer Services and Retail Selling

Understanding Selling & Salespeople