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How to Appreciate Your Customers - B. H. Elvy

How to Appreciate Your Customers

Hardcover

Published: 11th November 1995
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Appreciating and satisfying the emotional needs of buyers can be the essential factor contributing to the creation of a competitive edge, particularly where close uniformity of quality, price and service exists between competing suppliers. This book looks at the factors influencing buying decisions and the supplier's response to the customer. Sensitive situations, such as the handling of complaints, are dealt with specifically, as is the way in which companies can implement the cultural changes necessary to move an organization towards a greater recognition of individual buyer's needs.

Introductionp. 1
Personal Servicep. 5
Self-Servicep. 31
The Buyer's Needsp. 49
The Supplier's Situationp. 67
Sensitive Situationsp. 83
Managing Customer Appreciationp. 103
Skills Developmentp. 123
Controlling Performancep. 145
Field Sales Servicep. 165
Supporting Field Salesp. 189
Indexp. 203
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9780333598924
ISBN-10: 033359892X
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 212
Published: 11th November 1995
Publisher: SPRINGER VERLAG GMBH
Country of Publication: GB
Dimensions (cm): 21.59 x 13.97  x 1.6
Weight (kg): 0.42
Edition Number: 11