In Chapter 14, we introduce the idea of digital self-service (see Exhibit 14-3 and the related discussion). As artificial intelligence (AI) advances, more companies are using AI and intelligent agents to deliver on-demand customer service. You can learn more by reading “ 8 FAQs About Artificial Intelligence and Customer Service ,” (Customer Think, December 17, 2016). How could a cell phone carrier (like Verizon or Sprint) utilize the technology discussed in this article? How could a bank? Do you think this service is more effective than using real human beings?
Chapter 14 introduces the sales presentation – “a salesperson’s effort to make a sale or address a customer’s problem.” This article, “ The Greatest Sales Deck I’ve Ever Seen ” (LinkedIn, September 14, 2016) describes a sales presentation that fits our textbook’s selling formula approach which “starts with a prepared presentation…and leads the customer through some logical steps to a final close.” The “sales deck” is the set of slides the salesperson uses with a prospect. Evaluate the “Greatest Sales Deck” – suggest three keys to its success. Consider what you have learned in chapters 13 and 14. Consider promotion objectives and the sales presentation part of [Continue Reading …]
This article from Harvard Business Review “ Great Salespeople Are Born, but Great Sales Forces Are Made ,” (May 20, 2016) describes the importance of 1) strategy, 2) organization, 3) talent, 4) execution, 5) support, and 6) improvement and adaptation in building a great sales force. Chapter 14’s coverage of strategy decisions discusses similar concepts to those mentioned in this article. Explain how each of the six concepts in the article relate to concepts from chapter 14.