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Klappentext Appreciating and satisfying the emotional heads of buyers can be the essential factor contributing to the creation of a competitive edge, particularly where close uniformity of quality, price and service exists between competing suppliers. This book looks at the factors influencing buying decisions and the supplier's response to the customer. Sensitive situations, such as the handling of complaints, are dealt with specifically, as is the way in which companies can implement the cultural changes necessary to move an organisation towards a greater recognition of individual buyers' needs. Inhaltsverzeichnis What is Customer Appreciation? - Personal Service - Self Service - Sales Service in Industry - The Buyer's Needs - The Supplier's Situation - Sensitive Situations - Managing Customer Appreciation - Skills Development - Controlling Performance - Field Sales Service - Supporting Field Sales
List of contents
What is Customer Appreciation? - Personal Service - Self Service - Sales Service in Industry - The Buyer's Needs - The Supplier's Situation - Sensitive Situations - Managing Customer Appreciation - Skills Development - Controlling Performance - Field Sales Service - Supporting Field Sales
