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American Greetings approach basic benefits buyer-seller buying center Cemex chapter close the sale cold call company's competitive competitors cost customer orientation customer satisfaction customer service customer's data mining database decision develop direct marketing discuss dollars effective electronic employees ethical example extranets firm industrial interaction Internet intranets Kennametal laptop leads manufacturers marketing needs negotiations objections offer One-to-One Marketing organizations percent personal selling process potential preapproach presentation and demonstration price objection problems prod products and services profes professional salespeople profitable prospects and customers purchase push technology questions relationships resellers response retailers Russ sales call sales force sales manager sales rep salesper salesperson satisfied Securevest seller specific style success suppliers talk techniques telemarketing telephone territory tion tomers trial closes understand Wanda Wenz