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Marketing 2.01-2.03

Marketing 2.01-2.03. The Positive Relationships of Selling. Successful Selling. Learn the ________________ unique to the brand you sell Provides ____________ product information Is a pre-sale opportunity to provide _____________ customer service

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Marketing 2.01-2.03

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  1. Marketing 2.01-2.03 The Positive Relationships of Selling

  2. Successful Selling • Learn the ________________ unique to the brand you sell • Provides ____________ product information • Is a pre-sale opportunity to provide _____________ customer service • Maintain good relationships with ______________ customers • Live up to your promise • Do what you say, say what you do

  3. Successful Selling • Forgo a sale in order to _______________ customers’ needs • Allows for more business in the long run • Effective ________________ techniques • Call to make sure the product is satisfactory • Selling to satisfy customers’ needs or desires ensures _______________ business • Adds “Utility” • Products are transferred to consumers who can _____________ the product

  4. Customer Service • Contributions toward ________________ customer service: • Make sure the mistake is _________________ (EG: An irate customer) • Devote your full _________________ to the customer • Conduct ________________ through customers AND employees to improve levels of service

  5. Communication • Reinforcement of _________________ Orientation • Builds ________________ relationships with customers • Make sure you clearly _________________ customer inquiries • _____________ the customer’s question for full understanding • _____________ your communication style to appeal to all cultures • Show patience, flexibility, and empathy • Failure to adapt communication styles may ______________ the client!

  6. Information (MIM) • What do most customer service reps ask when you call for assistance? • What number may I reach you at in the case we get disconnected? • When would it be most convenient to call you back?

  7. Selling Policies • Nature of the business may affect selection of _____________ to guide its operations • You should ALWAYS follow business’s selling policies, regardless if you are dealing with a customer who wants to return an _____________________ item • PURPOSE • Making sure business actions are _______________ • Protects company from offending clients • International cultures

  8. Selling Policies (cont’d) • You can enforce a firm’s selling policy with _______________ firmness • Customers are buying with the understanding of policies already in writing. • BACK TO SELLING…Expense ____________________ • Helps to control company expenses (EG: Taking a client out for lunch or dinner

  9. Internal Factors of Selling • Financial resources drives the _______________ factors • Can a company afford to take a loss without asking for receipts? • Do your research! • If you don’tunderstand business’s selling policies, you cannot _________________ business policies

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