Personal Selling Chapter 2

Building Partnering Relationships Chapter 2

Important Questions Answered ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object]

Evolution of Personal Selling ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Evolution of Personal Selling

Relationships and Selling ,[object Object],[object Object],[object Object],[object Object],[object Object],Behavioral loyalty refers to the purchase of the same product from the same vendor over time. Attitudinal loyalty is an emotional attachment to a brand, company, or salesperson.

Relationship Marketing ,[object Object],[object Object],[object Object],[object Object]

Relationship Marketing and the Sales Force ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Levels of Relationship Marketing ,[object Object],[object Object],[object Object]

Dependence Increases as Relationships become Important Transactional High Low Relationships High Low Dependence Relationship Partnership

Partnering with Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Building Customer Relationships Through Service ,[object Object]

Value-Added Activities ,[object Object],[object Object],[object Object],[object Object]

Service Differentiation ,[object Object]

How Do You Spell Service? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Relationship Builders ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Relationship Breakers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Market Exchanges ,[object Object],[object Object],[object Object]

Solo Market Exchanges ,[object Object]

Functional Relationships ,[object Object]

Partnerships ,[object Object],[object Object],[object Object]

Relational partnership ,[object Object]

Strategic partnership ,[object Object]

Types of Relationships Between Buyers and Sellers

Foundations of Successful Relationships

Characteristics of Successful Relationships ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Open communication ,[object Object]

Commitment to mutual gain ,[object Object],[object Object]

Organisational support ,[object Object],[object Object],[object Object],[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Phases of Relationship Development

[object Object],[object Object],[object Object],Managing Relationships and Partnering

[object Object],Using Technology to Increase Efficiency Supplier relationship management (SRM) is the use of technology and statistics to identify important suppliers and opportunities for cost reduction, greater efficiency, and other benefits.

[object Object],[object Object],[object Object],[object Object],Summary

Personal Selling Chapter 2

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