Post on 10-Feb-2017
“Everything starts with
The Customer”
05/01/23 prepared by group 3 1
Welcome Customer oriented selling
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Group Members
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Arna Banerjee 120324
Niaz Bhuian 120354
Priyanka Hui Chowdhury 120316
Memosha Mausak Rahman 120352
Sumona Hossain120336
Review of the concept of Review of the concept of customer oriented selling customer oriented selling
Exploration of new Exploration of new perspectives perspectives
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Business-like customer Tough customer Uncertain customer Angry customer Knowledgeable customer Friendly customer
Customer orientation
“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.”
- Peter Drucker
05/01/23 prepared by group 3 6
“People don’t buy products.
People buy people”05/01/23 prepared by group 3 7
Customer oriented selling Concern for the customer Diagnosing customer needs Ensure customer satisfaction Assisting & solving customers
problems Establishing long term
relationship
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Industrial marketing perspective
A customer-oriented organization places customer satisfaction at the core of each of its business decisions.
Training and Empowering StaffMichigan State UniversityUnited Parcel Service
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The trainer replied;“when they are very young and much
smaller we use the same size rope to tie them and, at that age, it’s enough to hold them.
As they grow up, they are conditioned to believe they cannot break away. They believe the rope can still hold them, so they never try to break free.”
05/01/23 prepared by group 3 11
“Elephant” metaphor As Customer or As salesperson
“Trainer” as sales
person oras sales
manager05/01/23 prepared by group 3 12
Organizational & personal variables and their influences
Figure: proposed relationship between variables & customer oriented selling
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Transactional leadership
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Transformational leadership
TQM principles
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Managerial Implicational aspects
Helps to mold employee conduct
Directly or indirectly influence employees
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workplace environment
Employee’s perception of organizational experience
Determine appropriate behavior
Influences Job Satisfaction
Psychological climate
Implementation Of 6 Components of Psychological Climate
• Autonomy• Cohesiveness• Recognition• Support• Pressure• Innovation
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Managerial Implications
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