1. Contemporary Selling 2016 Study Guide Exam 2 Dr. Carlos Valdez
Integrated Business Program
College of Business Administration
University of Central Florida

2. Module 2: The B2C sales process
Targeting high potential customers
The personal customer acquisition
The online customer acquisition
Customer service and improving the relationship

3. Sales process B2C Pre-sale Customer engagement Post-sales
Targeting High potential customers
Customer engagement
The Personal Customer Acquisition
The Online Customer Acquisition
Post-sales
Customer Service and improving the relationship

4. Targeting high potential customers

5. Building Customer Loyalty
Identifying your best customers
Value pyramid, 80/20, Customer lifetime value, RFM
Leveraging your best customer
Retaining, customer behavior, platinum question
Instituting Customer Loyalty
Loyalty stages, Action plan (6 steps)

6. Creating customer value
Building value
To add value…
Knowing your customers NBA
Telling your value story

7. The personal customer acquisition

8. Lead Generation Fundamentals
Set business goals
SMART goals, determining leads and future sales, KPI for web, social, search and
Entice customers
Key demographics, Content, SEO, keywords
Convert prospects in qualified leads
Compelling offer, CTA, Landing Page and database

9. The online customer acquisition

10. Online Marketing Fundamentals
Digital Marketing Strategy
SEO, Search, social, Video, and Display
Paid, owned and earned
Shared value experience
Business strategy
Customer strategy
Marketing strategy
Website

11. Customer service and improving the relationship

12. Customer Service Fundamentals
The value of outstanding customer service
Customer service vision
Building rapport
In person, by the phone and
Exceeding expectations
Face-to-face, overcoming listening barriers and extra-mile mind-set
Solving problems
Ownership
Measuring your success
Performance metrics, perception metrics and outcome metrics

13. Tools
Social Explorer
Simply Map
Google Adwords
Mailchimp
Qualtrics

14. Thank You
Q&A