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Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

O książce

Customer Service, 3/e by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel.

Spis treści

Ch. 1 What is customer service? 2
Ch. 2 Contributing to the service culture 28
Ch. 3 Positive verbal communication 60
Ch. 4 Nonverbal communication in customer service 92
Ch. 5 Listening to the customer 122
Ch. 6 Customer service and behavior 150
Ch. 7 Handling difficult customer encounters 176
Ch. 8 Customer service in a diverse world 204
Ch. 9 Customer service via technology 238
Ch. 10 Managing your stress 268
Ch. 11 Managing your time 296
Ch. 12 Encouraging customer loyalty 316
Ch. 13 Service recovery 348
Ch. 14 Focusing on the future 372

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

O książce

In the most important business book since The Tipping Point, Chris Anderson shows how the future of commerce and culture isn't in hits, the high-volume head of a traditional demand curve, but in what used to be regarded as misses - the endlessly long tail of that same curve.

Spis treści

1 The long tail 15
2 The rise and fall of the hit 27
3 A short history of the long tail 41
4 The three forces of the long tail 52
5 The new producers 58
6 The new markets 85
7 The new tastemakers 98
8 Long tail economics 125
9 The short head 147
10 The paradise of choice 168
11 Niche culture 177
12 The infinite screen 192
13 Beyond entertainment 201
14 Long tail rules 217

Coda : tomorrow's tail 225

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

Stan

Minimalne ślady używania na okładce. Wewnątrz bez zaznaczeń.

Spis treści

Part I: Selling as a Profession

Chapter 1: The Life, Times, and Career of the Professional Salesperson
Chapter 2: Social, Ethical, and Legal Issues in Selling

Part II: Preparation For Relationship Selling

Chapter 3: The Psychology of Selling: Why People Buy
Chapter 4: Communication for Relationship Building: It's Not All Talk
Chapter 5: Sales Knowledge: Customers, Products, Technologies

Part III: The Relationship Selling Process
Chapter 6: Prospecting: The Lifeblood of Selling
Chapter 7: Planning the Sales Call Is a Must!
Chapter 8: Carefully Select Which Sales Presentation Method to Use
Chapter 9: Begin Your Presentation Strategically
Chapter 10: Elements of a Great Sales Presentation
Chapter 11: Welcome Your Prospects Objections
Chapter 12: Closing Begins the Relationship
Chapter 13: Service and Follow-Up for Customer Retention

Part IV: Careers in Selling

Chapter 14: Time, Territory, and Self-Management: Keys to Success

Stan

Niewielkie ślady używania na okładce. Wewnątrz bez zaznaczeń.

O książce

Profesjonalne wprowadenie do merchandisingu.

Spis treści

1. The Visual Merchandising Concept in a Contemporary Environment.
2. Planning and Developing Visual Presentations.
3. Facilities Design: Exteriors, Interiors, and Fixturing.
4. Mannequins and Other Human Forms.
5. Materials, Props, and Tools of the Trade.
6. Principles of Design.
7. Color: Fundamental Concepts and Applications.
8. Lighting: Dramatizing the Selling Floor and Display Areas.
9. Themes and Settings for Windows and Interiors.
10. Energizing the Specialty Boutique.
11. Signage: The Tool that Tells a Story.
12. Graphics in the Retail Environment.
13. Point-of-Purchase Display.
14. Execution of a Visual Presentation.
15. Creating an Overall Design Concept: From Conception to Completion.