现代销售学：创造顾客价值(第11版)Manning_11e_IM_Part_09_CRM.docVIP

Part IX CUSTOMER RELATIONSHIP MANAGEMENT (CRM) Two types of Customer Relationship Management assignments are written into the 11th Edition of Selling Today: Application Exercises and Case Studies. Sample computer printouts and answers to these assignments are included with this section of the Instructor’s Manual. A preloaded Selling Today database of 20 prospects in various stages of the sales process will be accessed to complete the assignments. Your students will assume responsibility for working with these prospects and move them through the sales process. Textbook References to CRM Application Exercises—Learning CRM Chapter 1 Downloading CRM Chapter 2 Learning CRM with Online Video Training Chapter 3 Preparing Letters with CRM Chapter 4 Identifying Communication Styles with CRM Chapter 5 Preparing Mailing Labels with CRM Chapter 6 Finding Product Information in CRM Chapter 7 Informing Customers with CRM Chapter 8 Merging Multiple Contacts with CRM Chapter 10 Planning Personal Visits with CRM Chapter 11 Printing the Customer Database Chapter13 Finding Keywords in a CRM Database Chapter 14 Adding and Deleting Prospects Chapter 16 Corresponding Immediately with CRM Chapter 17 Receiving Advice Through CRM Textbook References to CRM Case Study Exercises—Using CRM to Sell More Effectively Chapter 9 Reviewing the CRM Prospect Database Chapter 10 Establishing Your Approach Using CRM Chapter 11 Planning Presentations Using CRM Chapter 12 Custom Fitting the Demonstration Using CRM Chapter 13 Negotiating Resistance with CRM Chapter 14 Forecasting the Close with CRM Chapter 15 Servicing the Sale with CRM Chapter 16 Managing Yourself with CRM Part A-INSTRUCTOR MANUAL ANSWERS AND PRINTOUTS FOR CRM APPLICATION EXERCISES (see pp. 258-298). Each CRM Exercise will require less than 10 minutes of computer time to complete. In this time, students will be able to print the reports or emails that they have read, prepared, or edited, and turn them in for class credit. Answers an