customer oriented selling
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This document discusses customer-oriented selling and how organizations can implement it. It explores different types of customers and how salespeople should understand customer needs. The document suggests that customer satisfaction should be at the core of all business decisions. It also discusses how leadership styles, quality management principles, and psychological climate in the workplace can influence customer-oriented selling. Creating an autonomous and supportive environment for employees can help mold their conduct to better serve customers.
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customer oriented selling
- 1. โEverything startswith The Customerโ 04/15/16 prepared by group 3 1
- 2. Welcome Customer oriented selling 04/15/16 prepared by group 3 2
- 3. Group Members 04/15/16 prepared by group 3 3 ArnaBanerjee 120324 Niaz Bhuian 120354 PriyankaHui Chowdhury 120316 Memosha Mausak Rahman 120352 SumonaHossain 120336
- 4. ๏งReview of theconcept ofReview of theconcept of customer oriented sellingcustomer oriented selling ๏งExploration of new perspectivesExploration of new perspectives 04/15/16 prepared by group 3 4
- 5. 04/15/16 prepared by group 3 5 ๏ง Business-like customer ๏ง Tough customer ๏ง Uncertain customer ๏ง Angry customer ๏ง Knowledgeable customer ๏ง Friendly customer
- 6. Customer orientation โQuality in a service or product is not what you put into it. It is what the client or customer gets out of it.โ - Peter Drucker 04/15/16 prepared by group 3 6
- 7. โPeople donโt buy products. People buy peopleโ 04/15/16 prepared by group 3 7
- 8. Customer oriented selling ๏ง Concern for thecustomer ๏ง Diagnosing customer needs ๏ง Ensurecustomer satisfaction ๏ง Assisting & solving customers problems ๏ง Establishing long term relationship 04/15/16 prepared by group 3 8
- 9. Industrial marketing perspective A customer-oriented organization places customer satisfaction at thecoreof each of itsbusinessdecisions. ๏งTraining and Empowering Staff ๏งMichigan StateUniversity ๏งUnited Parcel Service 04/15/16 prepared by group 3 9
- 10. 04/15/16 prepared by group 3 10
- 11. The trainer replied; โwhen they are very yo ung and much smaller we use the same size ro pe to tie them and, at that age, itโ s eno ugh to ho ld them. As they gro w up, they are co nditio ned to believe they canno t break away. They believe the ro pe can still ho ld them, so they never try to break free.โ 04/15/16 prepared by group 3 11
- 12. โElephantโ metaphor As Customer or As salesperson โTrainerโ as sales person or as sales manager 04/15/16 prepared by group 3 12
- 13. Organizational & personal variables and their influences Figure: proposed relationship between variables & customer oriented selling 04/15/16 prepared by group 3 13
- 14. 04/15/16 prepared by group 3 14
- 15. 04/15/16 prepared by group 3 15
- 16. 04/15/16 prepared by group 3 16 Transactional leadership
- 17. 04/15/16 prepared by group 3 17 Transformational leadership
- 18. TQM principles 04/15/16 prepared by group 3 18
- 19. Managerial Implicational aspects ๏ง Helpsto mold employeeconduct ๏ง Directly or indirectly influence employees 04/15/16 prepared by group 3 19 workplace environment ๏ง Employeeโsperception of organizational experience ๏ง Determineappropriatebehavior ๏ง InfluencesJob Satisfaction Psychological climate
- 20. Implementation Of 6 Components of Psychological Climate โข Autonomy โข Cohesiveness โข Recognition โข Support โข Pressure โข Innovation 04/15/16 prepared by group 3 20
- 21. Managerial Implications 04/15/16 prepared by group 3 21
- 22. 04/15/16 prepared by group 3 22