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Telefonpraxis in Banken: Kunden Besser Betreuen -- Leistungen Erfolgreicher Verkaufen

Telefonpraxis in Banken: Kunden Besser Betreuen -- Leistungen Erfolgreicher Verkaufen

          
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About the Book

Sieben gewichtige Grfinde sprechen fUr den Einsatz des Thlefons im Kunden- kontakt bei Kreditinstituten: 1. Die werbende Wirkung telefonischer Kundenpflege 2. Die sofortige Reaktion am Telefon 3. Die vergleichsweise gunstigen Thlefonkosten 4. Die Aufwertung des Kunden durch Anrufe 5. Die beidseitige Akzeptanz als Kommunikationsmittel 6. Der erlaubte rechtliche Rahmen fur Thlefon-Marketing 7. Die hervorragenden VorbereitungsmOglichkeiten Der Thlefoneinsatz wird bei privaten Nichtkunden, bei der Legitimationspru- fung und dem VertragsabschluB sowie durch den technischen Rahmen ein- geengt. 17 3. Formen des Thlefoneinsatzes bei Kreditinstituten 3.1 Obersicht Thlefongespdlche in Kreditinstituten kOnnen mit Kunden und mit Nichtkunden ge- fuhrt werden. Die Gespdlchsinitiative kann vom Bankangestellten oder yom Kunden ausgehen. Aus der Kombination dieser Rahmenbedingungen ergeben sich vier unter- schiedliche Formen von Thlefonaten (Abb. 1): Berater reagiert auf Berater wird aktiv den Anrufer und ruft an Thlefonpartner ist Kunde Berateranrufe Kundenanrufe Thlefonpartner ist Nichtkunde Nichtkundenanrufe Akquisitionstelefonat Abb. 1: Thlefonsesprllchsformen In den folgenden Abschnitten 3.2 bis 3.5 werden diese vier Gespdlchsformen nlher er- Ulutert. Das Kapitel4. enthalt ausfUhrliche Hinweise zum Verhalten am Thlefon. In den Kapiteln S. bis 8. rmden Sie dann zu jeder Gespdlchsform umfangreiche Hinweise zur erfolgreichen Vorgehensweise sowie negative und positive Dialogbeispiele. Das 9. Kapitel gibt Ihnen dann noch wertvolle Hinweise zum Thlefonieren in schwierigen Si- tuationen. OBUNG 3: Stellen Sie die Besonderheiten der Thlefongespdlchsformen "Kunden- anruf", "Berateranruf", "Nichtkundenanruf" und "Akquisitionstelefo- nat" stichwortartig zusammen.


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Product Details
  • ISBN-13: 9783409296397
  • Publisher: Gabler Verlag
  • Publisher Imprint: Gabler Verlag
  • Edition: 2. Aufl. 1988
  • Language: German
  • Returnable: N
  • Spine Width: 10 mm
  • Weight: 299 gr
  • ISBN-10: 3409296395
  • Publisher Date: 01 Jan 1988
  • Binding: Paperback
  • Height: 244 mm
  • No of Pages: 175
  • Series Title: German
  • Sub Title: Kunden Besser Betreuen -- Leistungen Erfolgreicher Verkaufen
  • Width: 170 mm


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