The document discusses personal selling, database marketing, and customer relationship management. It defines personal selling as direct communication between paid representatives and prospects that leads to purchases, customer satisfaction, and post-sale service. It notes the importance of listening to customers. Major categories of personal selling include retail selling and business-to-business selling. Retail selling occurs in retail outlets through single transactions, order-takers, and selling of services either by sales representatives or those also providing the services. Telemarketing includes inbound calls in response to customer calls and outbound calls making proactive contact with customers.

1. CHAPTER 11 Personal Selling, Database Marketing, & Customer Relationship Management Page 338-362

7. Remember…it’s all about “stuff” “ Customers really don’t care about your stuff. They care about their stuff.”

10. Retail Selling

13. Selling In Retail Outlet

15. Selling Services

17. Inbound Calls

19. Out bound calls

20. ?

21. Thanks!