Lecture 11

Sales, Distribution, and Customer Relationship Management and

Satisfying Customers

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Chapter 11 Sales, Distribution, and Customer Relationship

Management and Satisfying Customers

1. Understand the relationship of marketing, distribution, sales, and personal selling.

2. Discuss the main distribution channels a company can use to reach customers and the factors that determine the choice of distribution channel.

3. Differentiate approaches to personal selling and explain why the nature of a company’s products determines the selling approach.

4. Outline the major issues and problems during each stage of the personal selling process.

5. Explain customer relationship management can improve the profitability of the sales and distribution process.

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Chapter 11 Sales, Distribution, and Customer Relationship

Management and Satisfying Customers

Distribution• Process of using

intermediaries• Wholesaler• Distributor/dealer• Retailer• Direct to customer