| Chapter | Title |
| Part 1 | Customers and organisations |
|
1
|
Selling, marketing and customer relationship management
|
|
2
|
Understanding consumers
|
|
3
|
Understanding organisational buyers
|
|
4
|
Ethical and legal issues in selling
|
| Part 2 | Preparing to build customer relations |
|
5
|
Developing your communication skills
|
|
6
|
Getting organised
|
|
7
|
Prospecting
|
| Part 3 | Conducting sales interviews with customers |
|
8
|
Selling as consultation
|
|
9
|
Managing objections and buyer concerns
|
|
10
|
Obtaining commitment
|
| Part 4 | Managing customer relationships |
|
11
|
Customer relationship management in the modern organisation
|
|
12
|
Managing relationships with key customers
|
|
13
|
Negotiating with customers
|
|
14
|
Making presentations to customer groups
|
| Part 5 | Extension case studies and activities |
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(31.0K)
2006
McGraw-Hill Australia