PPT-2.01B - Explain the role of customer service as a component of selling relationships

Marketing Distinguish between Process or Function Customer Service Customer Service Process Flow Provides the overall structure providing a consistent set of processes to record and track user contact . Marketing 1.02A Notes. What is Selling? . Selling is responding to consumer needs and wants through planned, personalized communication in order to influence purchase decisions and ensure satisfaction.. Marketing Terms. Marketing. : all business activity undertaken to encourage the moving of goods . from . the grower or producer to the final consumer, including selling, advertising, promotions, and packaging. Anand. G . Khanna. . SALES & . MARKETING . Purpose of organization is only one . i.e. to create . / . identify and satisfy the customers. We exist only for customers. The rest is process.. . Learning Objectives. Define personal selling and describe its unique characteristics as a marketing communications tool. . Distinguish between transaction-focused traditional selling and trust-based relationship selling, with the latter focusing on customer value and sales dialogue.. Personal Selling – Defined. An important part of marketing . that relies heavily on . interpersonal interactions . between buyers and sellers to . initiate, develop, and enhance . Marketing 1.02A Notes. What is Selling? . Selling is responding to consumer needs and wants through planned, personalized communication in order to influence purchase decisions and ensure satisfaction.. Tank You. 1. Chapter. What Is Selling?. Personal Selling Today. A New Definition of Personal Selling. The Golden Rule of Personal Selling. Everybody Sells!. What Salespeople Are Paid to Do. Why Choose a Sales Career?. Learning Objectives. Understand the role of relationship selling in today’s market and how it differs from past stereotypes of selling.. Learn the steps in relationship selling and the purpose of each step.. Leveraging a Customer Focused Approach to Drive Both New and . Up-Sells. Melissa Harris, MBA. CEO, Telecom Training Corporation. CANTO Sales, Marketing and Customer Care Forum. August 4-5, 2016. 1. Agenda. Learning Objectives. Explain . how to follow up to assess customer satisfaction.. Explain how to harness technology to enhance follow-up and buyer-seller relationships.. Discuss how to take action to assure customer satisfaction. Distinguish . between customer service as a process and customer service as a function.. Customer . service in selling. . Is . a process rather than a function. Is . a relationship rather than a department. What are the steps of the retail process?. Approach. Customer . Classification (Determining Needs. Casual Lookers. Undecided Customers. Decided Customers. The . Sale (Presenting the Product, Handling Objections). Marketing PI: 2.03. SELLING POLICIES. Selling policies . -. . the general rules set down by management to guide the personal-selling . effort and outline how things must be done. . Policies . governing the return of goods are covered under a business's selling policies. . Marketing Terms. Marketing. : all business activity undertaken to encourage the moving of goods . from . the grower or producer to the final consumer, including selling, advertising, promotions, and packaging.