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Ch 13: Selling & Customer Service

About This Chapter

Let us teach you the basics of selling and customer service. Use these video lessons and quizzes to learn about sales techniques, marketing technology and even how to deal with complaints from customers.

Selling and Customer Service - Chapter Summary

This chapter begins with lessons on various methods of selling and the advantages and drawbacks of each type of sales strategy. You will explore the steps that make up the process of selling and learn about various techniques that are used in sales, how they work and when each is used. In another lesson, you will get information on marketing technology and how it is utilized in the sales process.

Several lessons explore customer service and relationships with customers. Types of customer complaints and various ways to deal with them are covered as well. Key topics that are addressed in this chapter's video lessons include:

  • The definition of relationship selling and traditional methods
  • The purpose of various sales methods
  • Personal selling: steps in the sales process
  • Kinds of sales techniques and how they work
  • Management of customer relationships
  • Marketing technology
  • Customer service techniques
  • Dealing with customer complaints

Experienced instructors - who know how to make learning fun - will guide you through the topics in this chapter's lessons. Each of these brief videos on selling and customer service include a quiz that allows you to check your knowledge. You can use video tags to locate key points in the lesson for review without having to re-watch the entire presentation. Written transcripts of the lessons are available, too, giving you another option to access the information.

8 Lessons in Chapter 13: Selling & Customer Service
Test your knowledge with a 30-question chapter practice test
Relationship Selling vs. Traditional Methods: Definition and Purpose

1. Relationship Selling vs. Traditional Methods: Definition and Purpose

Promoting is an important method of communicating the benefits of a product or service. The traditional way of selling does not take into account developing a long-term relationship with customers and is more concerned with just making a sale. The proper way of selling in a marketing environment is relationship selling. This is concerned with solving customer product needs and delivering long-term customer service.

Personal Selling: The Steps of the Selling Process

2. Personal Selling: The Steps of the Selling Process

This lesson introduces you to the concept of personal selling. You will learn about the steps in the personal selling process, including how to close a deal.

Sales Techniques: Types & Applications

3. Sales Techniques: Types & Applications

Being good at selling requires more than just pressuring someone to give you their money. There are several types of sales techniques that help consumers make a buying decision. This lesson explains how to use those techniques to your advantage.

Customer Relationship Management and Marketing Technology

4. Customer Relationship Management and Marketing Technology

Customer relationship management helps companies retain customers and boost the effectiveness of their marketing strategies. Watch this video to see how customer relationship management is guided by technology to provide the most appropriate level of customer service.

Resolving Customer Service Complaints & Conflict

5. Resolving Customer Service Complaints & Conflict

Dealing with customer complaints can be a challenging task, but when you have the tools to help you understand the customer's concerns and how to resolve them, the result can be a happy customer.

Customer Service Department: Role & Tasks

6. Customer Service Department: Role & Tasks

A company's customer service department makes a significant impact on the success of the business. In this lesson, we will explore the role and tasks of this important department.

Consumer Credit: Types & Differences

7. Consumer Credit: Types & Differences

In this lesson, we'll discuss creditworthiness and different types of consumer credit: installment, non-installment, and revolving credit. You'll also learn about repayment requirements for each and if there's a cost to borrowing the money.

Warranties Under the Uniform Commercial Code

8. Warranties Under the Uniform Commercial Code

The Uniform Commercial Code's Article 2 covers contracts for the sale of goods. Article 2 contains warranties included as part of the sale of goods. This lesson explains the difference between express warranties and implied warranties.

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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