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ACCESS TO ACT! SOFTWARE
ACT! Software is the world’s most popular customer contact software. A free 30 day trial of this software has been provided with this edition of the text so that students can gain hands on experience with the kinds of programs they are likely to be using in the workplace.
EXTENSION SECTION
A new feature of this edition whereby learners have the opportunity to test their knowledge and skills with a selection of extended case studies and practical sales activities. Teachers and trainers can use these as formal assessment events or as individual, small group or class exercises. The activities in this part extend the end-of-chapter exercises in both length and complexity.
NEW COVERAGE OF CRM
This edition sees a return to the modern principles and practices of managing relationships with customers. Chapter 11 of the text traces a short history, success and failures of CRM and outlines the essential requirements of an effective CRM system.
COMPREHENSIVE COVERAGE OF PERSONAL SELLING TECHNIQUES
This edition provides clear insights into the two foundation stones of personal selling – consultation and persuasion. The text clearly demonstrates the importance of not only sales knowledge and skills, but the critical foundations of strong inter-personal relationships.
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2006
McGraw-Hill Australia