14.4 Ethics, Laws, and Customer Empowerment Learning Objectives Apply general ethical principles and concepts to online marketing. Explain the laws that regulate online and other… Read More »Ethics, Laws, and Customer Empowerment
14.3 Customer Satisfaction Learning Objectives Understand satisfaction and satisfaction strategies. Design a customer satisfaction measurement system. Describe complaint management strategies. Customer Satisfaction Defined What comes… Read More »Customer Satisfaction
14.2 Loyalty Management Learning Objectives Understand the value of customer loyalty. Distinguish attitudinal loyalty from behavioral loyalty. Describe the components of a successful loyalty program.… Read More »Customer Loyalty Management
Chapter 14: Customer Satisfaction, Loyalty, and Empowerment 14.1 Customer Communities 14.2 Loyalty Management 14.3 Customer Satisfaction 14.4 Ethics, Laws, and Customer Empowerment 14.5 Discussion Questions… Read More »Customer Satisfaction, Loyalty, and Empowerment
13.6 Outsourcing the Sales Function Learning Objectives Identify the primary types of outsourcing salespeople. Characterize the strengths and weaknesses of outsourcing sales groups. Some companies… Read More »Outsourcing the Sales Function
13.5 Integrating Sales and Marketing Learning Objectives Identify the ways in which the marketing function supports the sales function. Describe how the sales group of… Read More »Integrating Sales and Marketing
13.4 Ethics in Sales and Sales Management Learning Objectives Compare and contrast common ethical challenges facing salespeople and sales managers. Describe steps that companies take… Read More »Ethics in Sales and Sales Management
13.3 Sales Metrics (Measures) Learning Objectives Describe the sales cycle. Understand the selling metrics that salespeople use. Understand the selling metrics that sales managers and… Read More »Sales Metrics
13.2 Customer Relationships and Selling Strategies Learning Objectives Understand the types of selling relationships that firms seek. Be able to select the selling strategy needed… Read More »Customer Relationships and Selling Strategies
Chapter 13: Professional Selling 13.1 The Role Professional Salespeople Play 13.2 Customer Relationships and Selling Strategies 13.3 Sales Metrics (Measures) 13.4 Ethics in Sales and… Read More »Professional Selling