notes 11-10 - 11/10/2009 CHAPTER 15: Personal Selling and...

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11/10/2009 CHAPTER 15: Personal Selling and Customer Service •The Importance and Role of Personal Selling - requires strategy decisions - helping to buy is good selling - sales people can be strategy planners - sales people represent whole company - sales force provides market *personal selling gives you an advantage over those who don’t know how to market themselves •What Kinds of Personal Selling are Needed? ∙ Basic Sales tasks - order-getting - order-taking - supporting •Customer Service Promotes the Next Purchase ∙ What is Customer Service? - solves problems after a purchase - part of a promotion - reps are customer advocates •Customer Service Satisfaction Video ∙ Professor Miller - definite correlation between happy customers and profitability - total team approach: identify customer needs and satisfy - 60% to 90% satisfaction in 3 months … eventually 95% •The Right Structure Helps Assign Responsibility ∙ different markets, different tasks ∙ major accounts sales force ∙ telemarketing
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This note was uploaded on 02/27/2010 for the course ASE 320 taught by Professor Raman during the Fall '08 term at University of Texas.

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notes 11-10 - 11/10/2009 CHAPTER 15: Personal Selling and...

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