Tài liệu miễn phí Kỹ năng bán hàng
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Xây dựng và phát triển văn hoá doanh nghiệp của nước ta hiện nay có tác dụng rất quan trọng trong việc nâng cao hiệu quả và sức cạnh tranh của doanh nghiệp theo yêu cầu phát triển kinh tế đất nước và hội nhập kinh tế và hội nhập kinh tế quốc tế. Từ thực tiễn, xin thử gợi ra một số suy nghĩ để cùng trao đổi về vấn đề văn hoá doanh nghiệp trong thể chế kinh tế thị trường ở nước ta hiện nay.......
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Tham khảo tài liệu 'kỹ năng khai thác thị trường- u', kinh doanh - tiếp thị, kỹ năng bán hàng phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả
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Why measure customer satisfaction? Because it’s required! The Workforce Investment Act of 1998 says states need to “consult with customers about the relevance of the information disseminated through the statewide employment statistics. A plan for actively listening
to customers of Labor Market Information Products and Services
A resource handbook from the
Customer Satisfaction Work Group of the Workforce Information Council
Copyright 2003
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Quá trình khởi sự kinh doanh của bạn bắt đầu từ lúc có một ý tưởng lóe lên và có thể tạm gọi là kết thúc khi công ty bạn đã đi vào hoạt động ổn định. Thời gian này có thể chỉ kéo dài vài tháng, có khi lại buộc bạn phải xoay xở hàng năm trời. Việc phải đối diện với bản liệt kê (chưa đầy đủ) danh sách những việc cần làm như lên kế hoạch kinh doanh chi tiết, đặt tên công ty, tuyển dụng nhân viên, tìm nguồn vốn… làm bạn hoa mắt, nhức đầu......
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The Pacific Northwest National Laboratory (pNNL) is developing and implementing a customer satisfaction assessment program (CSAP) to assess the quality of research and development provided by the laboratory. This report presents the customer survey
component of the PNNL CSAP. The customer survey questionnaire is composed of two major sections: Strategic Value and Project Performance.,,
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The new BS EN ISO 9001:2000 standard has made customers the focal point of a process based quality management system. To quote from the introduction to the
Standard:
This International Standard promotes the adoption of a process approach when developing, implementing and improving the effectiveness of a quality management system, to enhance customer satisfaction by meeting customer requirements.
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Since the issuance of Executive Order 12862 for "Setting Customer Service Standards," customer satisfaction measurement has become prominent in the Federal Government. As part of "creating a government that works better and costs less" the National Performance Review suggested "putting customers first." The thrust of this initiative is to have the Federal Government function more like private industry. The competitive markets of the private sector have created a climate which is customer focused and the Federal Government is attempting to follow suit. The adoption of
customer orientation in the private sector is based on the assumption that satisfied customers will......
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Dear
Manufacturers,
The most
valuable
customer is
one who
has
already
been served. A study
commissioned by the US
Department of Commerce
pointed out that for small
and midsize
manufacturing firms it
costs five times as much to
get a customer as it does to
keep one. The study also
showed that seven out of
ten customers never
complain when they have a
problem. Those two facts
alone are reason enough for
manufacturers to get out
and talk to customers,
listen to what they say, and
make some changes to keep
them coming back.
Customer loyalty works!
......
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Why measure customer satisfaction?
Because it’s required! The Workforce Investment Act of 1998
says states need to “consult with customers about the relevance of the
information disseminated through the statewide employment statistics
system, in order to continuously improve the system.” The two key
parts of this statement are:
• Consult with customers
• Continuously improve the system
It’s also a requirement of the One Stop LMI grant from the Employment
and Training Administration!......
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Providing high quality services to our customers continues to be one of the top
priorities of the Patent and Trademark Office. Having myself been a customer of the
Patent and Trademark Office for over 20 years, I am firmly committed to issuing quality
patents, registering quality trademarks and providing high quality customer service.
Each of our major business areas, which include Patents, Trademarks, and Information
Dissemination, has established customer service standards based on input from our
customers. We continue to evaluate our progress against these standards by regularly
contacting and interacting with our customers.......
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At the end of each
(classroom) course,
students are presented
with an evaluation form
containing a number of
criteria to be assessed.
Each criterion can be
given a result between 1
and 4 meaning
unacceptable (1),
unsatisfactory (2), good
(3) an excellent (4).
The complete set of
criteria are grouped in
five main categories:
• Training Content
• Instructional Team
• Documentation
• Equipment
•
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An introduction to customer satisfaction
research techniques and how it can
help your business
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As of this writing, the Department of Administrative Services (DAS) is in the proposal stage, and has yet to be signed into legislation. Part of the planning for this new endeavor includes assigning customer relations, sales and marketing goals to the Customer Relations Committee.
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Mạng máy tính 01
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Tham khảo tài liệu '100 popular website', kinh doanh - tiếp thị, kỹ năng bán hàng phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả
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Người bán có thể áp dụng ba cách tiếp cận thị trường. Marketing đại trà là
quyết định sản xuất đại trà cũng phân phối đại trà một sản phẩm và mưu tính thu hút
tất cả các loại người mua. Marketing sản phẩm đa dạng nhằm cung ứng đủ loại sản phẩm cho cơ sở khách hàng rộng lớn, xác định thị trường mục tiêu là quyết định phân biệt các nhóm khác nhau tạo nên thị trường.
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Baldrigeplus.com exhibits are single-topic publications designed to illustrate and
explain key Baldrige concepts. Used with the associated workshops, worksheets,
case studies and Baldrige-sourced material, exhibits are intended to add value to your
performance excellence activities.
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CRM strategy (Customer Relationship Management) is a business philosophy, stemming from Relationship Marketing that joins strategy and technology, with the aim of creating value for both customers and the company. In this paper we justify the interest of establishing a formal system to measure CRM performance. In order to do that, we first focus on the role of marketing performance measurement throughout the time. Then, we compare different frameworks and metrics used to measure performance in the CRM era. Finally, challenges to face in CRM performance measurement as well as some ideas for future research are discussed.......
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Local program staff must inform the customer at the time of participation about the importance of satisfying customers and the possibility of being contacted for information on his or her experience with the services.
The interview should be limited to 15 minutes or less.
A minimum of five follow-up attempts is required, involving various times of the day before closing the record.
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This report includes recommendations for executive action to help DLA better identify customers’ needs and solutions for meeting them through an integrated customer feedback framework. The Department of Defense (DOD) generally concurred with our recommendations and agreed that DLA needs to increase its focus on customer satisfaction. The department’s comments on our report are reprinted in their entirety in appendix II.
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3. Value of the information Receiving the need information, consumer contact referred
and referral help provided places, services from referred places other, and number of
calls made before getting through, and expectation about the
usefulness of the information received in resolving the issue
that prompted the consumer's call.
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100 satisfied customers generate 25 new customers.
•For every 1 customer complaint received, 20 other dissatisfied customers do not bother to complain.
•Cost of acquiring 1 new customer is 5 times as great as the cost of retaining a satisfied customer.
•Customer satisfaction is integral to TQM by establishing
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Tham khảo tài liệu 'the latest thinking on customer satisfaction measurement', kinh doanh - tiếp thị, kỹ năng bán hàng phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả
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We are using surveys to identify relevant organizational
performance measures based on survey results
What product and service characteristics are important in
accomplishing CBP mission (availability, data accuracy,
response time…)?
Understanding the impact resulting from problems with a
product or service will focus OIT on the appropriate priorities
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Up-to-date information about customer satisfaction is important for successful management of
complex projects. The importance of customer satisfaction is emphasized in the case of projectbased
organizations, where a customer often plays an integral role in the project delivery process.
Turner and Keegan (2001, p. 256) elegantly define project-based organization as an organization
in which:
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American Costumer Satisfaction Index (ACSI)
and European Customer Satisfaction Index (ECSI)
Intangible economic indicators
Conducts analyses of customer service quality in 35
separate industries, 190 companies and government
agencies on a scale of 1 to 100
Post-consumption assessment by the user about the
product or service gained
Uses expectancy confirmation-disconfirmation approach:
focuses on service comparisons with customers prior
expectations
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This paper outlines some examples of the ways in which these measures have been undertaken at the
enterprise level and the accreditation framework within which these are often established. It also
proposes the idea that it may be useful to extend satisfaction measurement from a focus on the enterprise to
that of the destination. This is a much more complex task that at the individual enterprise level but may be
worth the effort as destinations compete for market share.
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Customer satisfaction and loyalty research allows your customers to communicate with you directly about their needs, assuring you that the quality standards you establish reflect the voice of the customer and not just the company line.
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Customer satisfaction measurement, through MUSA model, provides the analysts with the highest and lowest performance indicators, pointing out the leverage opportunities and the weaknesses of the company. An extension of the MUSA methodology for modelling customer importance preferences for service characteristics is presented in this paper. Several approaches in the context of multiobjective linear programming are examined, which give the ability to compare derived and modelled weights of the satisfaction dimensions and to introduce the principles of Kano’s model to MUSA methodology. Finally, the results of an application of the MUSA extension to an educational organization are presented in this......
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