an case review about customer orientation selling

1. “Everything
startswith
The Customer”
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2. Welcome
Customer
oriented selling
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3. Group Members
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ArnaBanerjee
120324
Niaz Bhuian
120354
PriyankaHui Chowdhury
120316
Memosha Mausak Rahman
120352
SumonaHossain
120336

4. Review of theconcept ofReview of theconcept of
customer oriented sellingcustomer oriented selling
Exploration of new perspectivesExploration of new perspectives
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 Business-like customer
 Tough customer
 Uncertain customer
 Angry customer
 Knowledgeable customer
 Friendly customer

6. 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
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7. “People don’t buy products.
People buy people”
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8. Customer oriented selling
 Concern for thecustomer
 Diagnosing customer needs
 Ensurecustomer satisfaction
 Assisting & solving customers
problems
 Establishing long term relationship
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9. Industrial marketing perspective
A customer-oriented organization places customer satisfaction at
thecoreof each of itsbusinessdecisions.
Training and Empowering Staff
Michigan StateUniversity
United Parcel Service
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11. The trainer replied;
“when they are very yo ung and much smaller we
use the same size ro pe to tie them and, at that age, it’ s
eno ugh to ho ld them.
As they gro w up, they are co nditio ned to believe
they canno t break away. They believe the ro pe can still
ho ld them, so they never try to break free.”
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12. “Elephant” metaphor
As Customer
or
As salesperson
“Trainer”
as sales person
or
as sales manager
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13. 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

18. TQM principles
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19. Managerial Implicational aspects
 Helpsto mold employeeconduct
 Directly or indirectly influence
employees
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workplace environment
 Employee’sperception of
organizational experience
 Determineappropriatebehavior
 InfluencesJob Satisfaction
Psychological climate

20. Implementation Of 6 Components of Psychological Climate
• Autonomy
• Cohesiveness
• Recognition
• Support
• Pressure
• Innovation
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21. Managerial Implications
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