现代销售学创造顾客价值（第11版）_4.docVIP

PAGE PAGE 255Copyright ? 2010 Pearson Education, Inc. Publishing as Prentice HallPart IXCUSTOMER 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 CRMChapter 1 Downloading CRM Chapter 2 Learning CRM with Online Video TrainingChapter 3 Preparing Letters with CRMChapter 4 Identifying Communication Styles with CRMChapter 5 Preparing Mailing Labels with CRMChapter 6 Finding Product Information in CRMChapter 7 Informing Customers with CRMChapter 8 Merging Multiple Contacts with CRMChapter 10 Planning Personal Visits with CRMChapter 11 Printing the Customer DatabaseChapter13 Finding Keywords in a CRM DatabaseChapter 14 Adding and Deleting ProspectsChapter 16 Corresponding Immediately with CRMChapter 17 Receiving Advice Through CRMTextbook References to CRM Case Study Exercises—Using CRM to Sell More EffectivelyChapter 9 Reviewing the CRM Prospect DatabaseChapter 10 Establishing Your Approach Using CRMChapter 11 Planning Presentations Using CRMChapter 12 Custom Fitting the Demonstration Using CRMChapter 13 Negotiating Resistance with CRMChapter 14 Forecasting the Close with CRMChapter 15 Servicing the Sale with CRMChapter 16 Managing Yourself with CRMPart 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,