| Customer Orientation |
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Customer orientation and sales orientation are two extremes in dealing with customers. A salesperson can never adopt both attitudes in serving a customer. Customer orientation places an emphasis on listening to customers (e.g., I try to find out what kind of product would be most helpful to a customer) and Dialogue (e.g., I try to get customer to discuss their needs with me). Customer-oriented Salespeople tend to exhibit behaviors that enhance long term Customer Satisfaction , possibly at the expense of immediate sales. On the other hand, sales orientation encourages Opportunistic means (e.g., I paint too rosy a picture of my products to make them sound as good as possible) if these are necessary to make the sale. Sales-oriented salespeople tend to focus on immediate sales regardless of customer benefit, possibly at the expense of long-term satisfaction. There are seven key behaviors that strongly indicate a customer orientation attitude:
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