Selling satisfaction

Abstract

Comments on the changes in attitude of sales personnel now that customers wield more power; customer satisfaction, customer care and quality are priorities now that companies cannot afford to lose existing customers and have to work hard to attract new ones. Studies examples of how sales staff in both newspaper advertising and in software companies have been trained to deliver better Customer service. Looks at ways in which the sales function has changed and will change in the future, creating the need for corresponding changes in job description.

Citation

Ashton, C. (1992), "Selling satisfaction", The TQM Magazine, Vol. 4 No. 6. https://doi.org/10.1108/09544789210034671