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 types of marketing. You are about to graduate and move… 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 to mind when you hear someone say, “A satisfied customer”?… 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. It’s 8:00 p.m. and you’re starving. You open the refrigerator… 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 and Activities 14.1 Customer Communities Learning Objectives Understand strategies… 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 outsource certain sales functions. In this section, we’ll introduce several… 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 a company can support its marketing efforts. Traditionally, sales and… 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 to ensure ethical sales activities. When faced with an opportunity… 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 executives use. The Sales Cycle A key component in the… 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 to achieve the desired customer relationship. Customer Relationships Some buyers… 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 Sales Management 13.5 Integrating Sales and Marketing 13.6 Outsourcing the… Professional Selling