Selling in Customer Service - Cai, Leon; - Prospero Internetes Könyváruház
Kosár (0)
Kívánságlista (0)
Értesítés a kedvenc témákról
__

Selling in Customer Service

Integrating and Coordinating Service and Selling
 
Kiadás sorszáma: 1
Kiadó: Productivity Press
Megjelenés dátuma:
 
Normál ár:
Kiadói listaár:
GBP 90.00
Becsült forint ár:
46 021 Ft (43 830 Ft + 5% áfa)
Miért becsült?
 
Az Ön ára:
36 817 (35 064 Ft + 5% áfa )
Kedvezmény(ek): 20% (kb. 9 204 Ft)
A kedvezmény érvényes eddig: 2024. december 31.
A kedvezmény csak az 'Értesítés a kedvenc témákról' hírlevelünk címzettjeinek rendeléseire érvényes.
Kattintson ide a feliratkozáshoz
 
Beszerezhetőség:
Becsült beszerzési idő: A Prosperónál jelenleg nincsen raktáron, de a kiadónál igen. Beszerzés kb. 3-5 hét..
A Prosperónál jelenleg nincsen raktáron.
Nem tudnak pontosabbat?
 
Kosárba teszek
  példányt

 
Rövid leírás:

Despite the fact that there are many books on service improvement and many related to selling skills worldwide, there are few books on how service and selling are integrated and coordinated.

Hosszú leírás:

"Service" in this book refers to the behaviors and actions of serving customers. "Selling" in this book refers to the behaviors and actions of selling products to customers. Hence, this book is completely different from other books on these subjects?Despite the fact that there are many books on service improvement and many related to selling skills worldwide, there are few books on how service and selling are integrated and coordinated. Primarily, it focuses on the interaction and transition between "the behavior of service" and "the behavior of selling" by sharing methods and skills of how those two are interrelated.


This book provides many helpful guidelines and solutions for turning customers? satisfaction with service into growth in sales. Through many refreshing ideas, the author helps you deeply understand the significance of integration of and conversion between service and selling and the harm of disconnection between service and selling.


Many new ideas and viewpoints, which are different from other service books or sales books, are discussed, such as the contention that "over-service and over-selling should be prevented."


Instead of:




  • Giving highly complex and abstract definitions of "service" or "selling," this book redefines service and selling with "say YES to customers" and "Make customers say YES" respectively.



  • Insisting that customers? satisfaction with service will naturally lead to their long-term loyalty, this book emphasizes that customers' satisfaction with service has a shelf lifetime, which will soon fade over time.



  • Taking the achievement of customer satisfaction as the final purpose of service, the author believes that "the end of service is not customer satisfaction, but to create new customer needs and achieve increased sales."



  • Taking "meeting or exceeding customer expectations" as the golden rule, the author insists that "customer expectations need to be reduced first, then satisfied, and upgraded finally."



  • Focusing on the development of customers? buying needs like other books do, this book focuses oppositely on the research of "why customers have no buying needs."

Tartalomjegyzék:


Chapter 1. The Effective Integration of Service and Selling Chapter 2. Link Service with Selling by the Customer Psychology Compass Chapter 3. Harness Customer Expectation in Service and Selling Chapter 4. Explore Customers? New Purchasing Needs During Service Delivery Chapter 5. Handle Customers? Objections When Converting from Service to Selling Chapter 6. Differentiated Service & Selling Tactics for Customers of Different Personality Types