Answer

• • 1. Pro-Selling

       1.  The “war” between sales and marketing occurs when salespeople and markers accuse each other of low sales.  Salespeople accuse marketers of being out of touch with what customers really want or setting prices too high. Marketers insist that salespeople focus too myopically on individual customers and short-term sales at the expense of longer-term profits. The causes of the war include lack of communication, competition, role confusion, and unclear goals. The results of the war are increase cost of sales, long sales cycle, and high market entry cost. In order to prevent this war they should work as a team.
       2. The first stage is awareness. It is the moment at which the attention of the customer is caught. The tools can be adverts such as Facebook or TV adverts, and face-to-face interaction with customer. The second stage is interest. This is where the consumers show interest on a product or service. The tool here is the expertise of the salesperson in convincing the customer. The next stage is decision. This is when the consumer is ready to buy the product. The tool in this case is to make the best offer to convince the consumer. The last stage is action. The consumer purchases the service or product.
       3. Sales managers in B2B industries have to deal with several issues that include sales expectation, professionalism, and profits. In order to deal with such challenges managers always appoint a joint team from both industries to harmonize any issue that is related to communication and market prices so that both of the industries enjoy a mutual relationship.
       1. Marketing and sales functions support a firm’s customer experience and this is similar or has been demonstrated in sales funnel description. At the top of the sales funnel is awareness. This is entirely the work of marketing to create awareness and make customers aware of the products and its importance. In this case, a good marketing language and strategy should be employed to positively impact the customer. The following stages of sales funnel are interest and decision. In this case, sales people must further convince the customer about the service or the product so that consumer can buy, which is the last stage.
       2. KSAs are knowledge, skills, and abilities that a person must possess in order to perform the duties of his or her position. They are both in important as knowledge focuses the understanding of the concepts of marketing. It is theoretical and not practical. Skills, on the other hand, are capabilities that that are developed through training. For example, someone can take a course in sales and marketing, therefore he has knowledge but getting experience about the same is skill. Last is ability to apply the knowledge and skills to convince consumers. As such, both are important and integrated together.
       1.  
       1.  A business obsesses over its customers and not over its competitors. This is because customers are the basis or fundamental factors in the success of any organization. It is in this context that organizations strive to deliver quality services in order to attract and command a big customer base.
       2.  Make the effort to follow up. For example, when a customer has ordered an item, there should be a communication between customer care and the customer on the progress of the item. Good customer service. This is an important way of creating a good bond between the customer and the company. Provision of quality and timely services. It is assure way through which the company shows values to its customers.
       3. A company-wide focus on the customer unifies the organization both horizontally and vertically. Horizontally, the company will allow employees to make decision on which customer to sell the products to without necessarily depending on the managers. In that way, staff members will have this feeling of contentment hence trust the organization. Vertically, employees reports their association and connections with customers to the managers or supervisors which create a good bond between the salesperson and the seniors.
       1. Characteristic of good design includes:

       Customer feels supported

       Customer does not feel pressured

       Customer feels secure and confident

       1. An effective customer experience intent statement focuses on the customer, what she will experience at various points of interaction, or touch points. The customer should not feel that it is an inside stuff that is not all about him/her.
       2. One of the most important things to consider during Mapping the Touch Points is identifying each interaction the business has with the customer. It should be before, during, and after purchase with the business.

        

       5.

       1. Friendly, supportive service.

       Efficiency with incremental value

       Accuracy

       Product and customer knowledge

       Compliance

       1. Implementing a customer experience program (CEP) is not a simple matter. The value comes from extending the current customer satisfaction program into one in which customer centricity is built into the culture and strategies of the company, and using the output of experience measurement to take actions.
       2. A good organizational culture such as prevention of pollution and participating in community activities create a strong image of the company hence customers do not hesitate to do business with such an organization. Every customer wants to associate with an organization whose reputation is positive hence a strong brand attracts not only many customers but also superior ones.