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  1. 1. by eNotesMBAThe Best References For MBA
  2. 2.  Marketing is the sum of all activities that take you to a sales outlet. After that sales takes over. Marketing is all about creating a pull, sales is all about push. Marketing is all about managing the four P’s –  product  price  place  promotion http://www.enotesmba.blogspot.com
  3. 3. Marketing Convenience Mix Place ProductCustomerSolution Price Promotion Customer Communication Cost http://www.enotesmba.blogspot.com
  4. 4. 1. trying to get the company 1. trying to get the produce what the customer customer to want what wants the company produces2. Marketing is much wider 2. Sales is a narrow & dynamic than sales concept3. Marketing revolves 3. Sales revolves around around needs & interest needs & interest of of buyer seller 4. Selling is an inside-4. Marketing is outside-in out perspective perspective 5. Selling is a PUSH5. Marketing creates PULL 6. Sales is a part of6. Marketing involves a set marketing process of activities 7. Sales is the result of7. Marketing is a process marketing http://www.enotesmba.blogspot.com
  5. 5.  You cannot do without either process Business growth is possible by strategically combining both efforts http://www.enotesmba.blogspot.com
  6. 6. 1. The Instant Buddy Salespeople who use this approach are warm and friendly, asking questions and showing interest in their prospects. They try to connect on an emotional level with a prospective customer. http://www.enotesmba.blogspot.com
  7. 7. 2. The Guru They are more logical and less emotional. They position themselves as problem- solvers, able to answer any question and tackle any issue that the prospect lays before them. The guru approach requires plenty of work learning the relevant information and keeping up with changes in your industry. http://www.enotesmba.blogspot.com
  8. 8. 3. The Consultant This approach combines the guru and buddy approaches. It requires a great deal of time and effort on a salespersons part. You must be both knowledgeable and able to make an emotional connection with your prospects. If you can manage both of these feats, your sales will take off like a rocket. http://www.enotesmba.blogspot.com
  9. 9. 4. The Networker The dedicated networker maintains a web of friends, co-workers, salespeople from other companies, customers and former customers, and anyone else he meets. A strong enough network will create an ongoing flow of warm leads that can provide most or even all of the salespersons needs. http://www.enotesmba.blogspot.com
  10. 10. 5. The Hard Seller Hard selling involves getting someone to buy a product even though he doesnt want or need it. No ethical salesperson should use a hard sell approach. The result is customer who never buy again and, sooner or later, a bad reputation for the company as a whole.Stick with one or more of the first four approaches – they are all both effective and ethical. http://www.enotesmba.blogspot.com
  11. 11. 1. Customers Expect Solid Information. Providing your customers with tangible information lets them know that you value them and respect their ability to make sound decisions. When they feel that theyre respected, theyre more open and willing to do more business with your company.2. Customers Expect Options. Customers dont want to be told that theres only one way or one solution. Theyll respond positively when theyre given options. Options are essential because they create dialogue and discussion. Open dialogue can lead to more sales. http://www.enotesmba.blogspot.com
  12. 12. 3. Customers Expect Single Source Service.Customers dont want to be transferred to every unit of yourbusiness to have their problems solved. This means taking ownership of your customersrequests, problem, etc., and ensuring that their needs are metto their satisfaction.4. Customers Expect Superior Communication.If you tell them that you will call them back at a certaintime, make sure that you do.Your responsiveness will create a bond of trust, and acommunication comfort level. http://www.enotesmba.blogspot.com
  13. 13. 5. Customers Expect Consulting.You must take the time to ask pertinent questions . This will demonstrate your ability and knowledge as well asyour intent to spend the necessary time with them to meet theirspecific needs.6. Customers Expect A Seamless Relationship.The best businesses are those that believe in going the extramile for their customers. Building a relationship with your customers built on mutualtrust and respect takes time and effort, but remember retentionis the best method of building profit. http://www.enotesmba.blogspot.com
  14. 14. Meeting these expectations will cementyour relationships, increase customersatisfaction, and retain them inbusiness. http://www.enotesmba.blogspot.com
  15. 15.  Be Competent  Fix it Right the First Time Explain Things  Explain why the suggested repairs are required Be respectful  Don’t treat me as a dumb female http://www.enotesmba.blogspot.com
  16. 16.  Keep me informed  I shouldn’t have to learn about insurance law changes from the newspaper Be on my side  I don’t want them to treat me like a criminal just because I’ve a claim Keep the promise  Protect me from Catastrophe Provide prompt service  I want fast settlement of my claims http://www.enotesmba.blogspot.com
  17. 17.  Provide a clean room  Clean & Hygienic Provide a secure room  Good bolt & peephole on the door  Prompt service Keep the Promise  In case I need extra Be Flexible services http://www.enotesmba.blogspot.com
  18. 18. Customer Loyalty Vs. Satisfaction Customer Customer Customer Expectations Satisfaction Loyalty Not meeting Dissatisfaction Defection expectations Meeting Satisfaction, but Variety Seeking expectations “taken for granted” Exceeding Enthusiasm & Customer Loyalty expectation Surprise http://www.enotesmba.blogspot.com