Execution of sales work

Holger Dannenberg and Dirk Zupancic

Chapter 14 in Excellence in Sales, 2009, pp 209-220 from Springer

Abstract: Abstract Until now we have primarily analysed the concepts, structures and instruments important for achieving excellence in sales and customer management. Now we will examine their implementation in direct customer contact between sales employees and customers. Sales remains a truly human process - despite its technical instruments and automation. Customers never make purely rational decisions. Salespeople will continue to exercise great influence on the purchase decision. In addition, they will increasingly become part of the performance and service themselves through complex forms of cooperation. The issue is how sales employees position themselves with customers in certain sales situations and how they adapt their sales styles to those different situations. Do they tend to be passive or (pro)active?

Date: 2009
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-8349-8782-2_14

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DOI: 10.1007/978-3-8349-8782-2_14

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