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Lectures on Numerical Methods in Bifurcation Problems
Methods for Finding Zeros in Polynomials
Lectures on Stochastic Flows and Applications
Educational Psychology by Edward L. Thorndike
The Last Days of Tolstoy by V. G. Chertkov
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A Short Biographical Dictionary of English Literature
Lectures on Sieve Methods and Prime Number Theory
Dollars and Sense by William Crosbie Hunter
The Theory of the Theatre by Clayton Hamilton
The Mathematics of Investment
Occupiers of Wall Street: Losers or Game Changers
The Solution of the Pyramid Problem
Lectures on Moduli of Curves
Walden by Henry David Thoreau
Methods for Finding Zeros in Polynomials
Lectures on Stochastic Flows and Applications
Educational Psychology by Edward L. Thorndike
The Last Days of Tolstoy by V. G. Chertkov
Globalization and Responsibility
Lectures on Siegel Modular Forms and Representation by Quadratic Forms
Lectures on Topics In One-Parameter Bifurcation Problems
History of the Incas by Pedro Sarmiento de Gamboa
Linear Algebra: Theorems and Applications
Lectures on Stochastic Differential Equations and Malliavin Calculus
A Short Biographical Dictionary of English Literature
Lectures on Sieve Methods and Prime Number Theory
Dollars and Sense by William Crosbie Hunter
The Theory of the Theatre by Clayton Hamilton
The Mathematics of Investment
Occupiers of Wall Street: Losers or Game Changers
The Solution of the Pyramid Problem
Lectures on Moduli of Curves
Walden by Henry David Thoreau
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最大化顾客满意技术
Posted on 2010-04-28
|
传统的销售理论告诉我们，要努力发现顾客的需求，然后证明我们的产品能够满足顾客的需求，从而达到销售产品的目的。在这整个销售过程中，销售人员扮演一个传播价值的角色。然而大量的销售实践让我们发现，顾客对自己在购买时候的满意感觉非常看中，不但要产品能满足自己的需求，购买时的整体满意度以及合适的购买力压力这三点构成了顾客购买的三个决定要素，只有这三要素同时满足时，顾客的购买概率才会大大提高。我们越来越不支持销售人员只传播价值了，为了让顾客满意，维持持续的忠诚，在顾客需求呈现离散化的时代，销售人员直接与顾客接触，他们更了解顾客的需求，所以销售人员在销售过程中为顾客创造价值是实现顾客满意的一个重要手段。然而，销售人员在销售过程中所能控制的资源有限，因此所能创造的价值十分有限，很难凭此达到顾客满意。在这种情形下，笔者开发了一套价值外的满意技术，希望能对销售人员有所借鉴！ 通常，由于有顾客的需求存在，在顾客接触销售人员之前，在他的心里已经描述了他所要购买产品的期望，我们称之为期望值。这个期望值是顾客根据以往的经历、经验以及所获得的信息而建立的，是顾客主观建立的。在顾客购买你的产品时，这个期望值就成了顾客满不满意的参照系！
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