Marketinginstrument Telefon:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | German |
| Published: |
Landsberg/Lech
Verl. Moderne Industrie
1990
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 263 S. |
| ISBN: | 3478224209 |
Staff View
MARC
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Record in the Search Index
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|---|---|
| adam_text | Inhaltsverzeichnis
Vorwort 7
Einleitung 9
1. Was ist Telefonmarketing? 11
1.1 Begriffsklärung 11
1.2 Juristische Grundlagen 14
1.3 Allgemeine Telefonregeln 16
2. Einsatzbereiche des Telefons 21
2.1 Telefonische Terminvereinbarung (TTV) 21
2.2 Bestellannahme 28
2.3 Telefonische Verkaufsgespräche 47
2.4 Telefonische Kundenbetreuung 65
2.5 Telefonischer Kundendienst 72
2.5.1 Telefonischer Kundendienst im Bereich Montage 78
2.5.2 Inbetriebnahme und Einweisung 79
2.5.3 Wartung 80
2.6 Störungsannahme 85
2.7 Ersatzteil Versorgung 98
2.8 Reklamationsgespräche 103
2.8.1 Begrüßung 110
2.8.2 Situationsschilderung 111
2.8.3 Info Sammlung 111
2.8.4 Lösungsvorschlag 112
2.8.5 Zusammenfassung, Lösung wiederholen 113
2.9 Mahnwesen 118
2.10 Befragungen 129
2.11 Einladungen 136
2.12 Verhandlungen 145
5
3. Besonderheiten des Telefoneinsatzes 157
3.1 Telefonkonferenz 157
3.2 Die Telefonzentrale 175
4. Dienstleister des Telefonmarketing 187
4.1 Die Telefon Agentur 187
4.1.1 Die interne Telefon Agentur 188
4.1.1.1 „Personalmenge* 189
4.1.1.2 Personalbeschaffung/Personalauswahl 190
4.1.1.3 Planung der Telefonmaßnahmen zusammen mit Ver¬
trieb/Marketing 194
4.1.1.4 Aufgaben(bereiche) des Telefon Agentur Leiters 195
4.1.1.5 Mitarbeiter Schulungen 198
4.1.1.6 Büroaufbau und einrichtung 199
4.1.1.7 Kosten der internen Telefon Agentur 201
4.1.2 Die externe Telefon Agentur 212
4.1.3 Ein Kostenvergleich 232
4.2 Telefonischer Beantworter Service 236
4.2.1 Büro Service 237
4.2.2 Beantworter Service 240
5. Künftige Entwicklung 243
5.1 Europa 1992 243
5.2 DDR 251
Literaturverzeichnis 257
Stichwortverzeichnis 259
6
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| discipline | Wirtschaftswissenschaften |
| format | Book |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T15:58:33Z |
| institution | BVB |
| isbn | 3478224209 |
| language | German |
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| oclc_num | 75165497 |
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| physical | 263 S. |
| publishDate | 1990 |
| publishDateSearch | 1990 |
| publishDateSort | 1990 |
| publisher | Verl. Moderne Industrie |
| record_format | marc |
| spelling | Hinrichs, Karin Verfasser aut Marketinginstrument Telefon Karin Hinrichs Landsberg/Lech Verl. Moderne Industrie 1990 263 S. txt rdacontent n rdamedia nc rdacarrier Telefonverkauf (DE-588)4117183-4 gnd rswk-swf Telemarketing (DE-588)4215401-7 gnd rswk-swf Telefon (DE-588)4016854-2 gnd rswk-swf Marketing (DE-588)4037589-4 gnd rswk-swf Telefonverkauf (DE-588)4117183-4 s DE-604 Telemarketing (DE-588)4215401-7 s Marketing (DE-588)4037589-4 s Telefon (DE-588)4016854-2 s HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=002115065&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Hinrichs, Karin Marketinginstrument Telefon Telefonverkauf (DE-588)4117183-4 gnd Telemarketing (DE-588)4215401-7 gnd Telefon (DE-588)4016854-2 gnd Marketing (DE-588)4037589-4 gnd |
| subject_GND | (DE-588)4117183-4 (DE-588)4215401-7 (DE-588)4016854-2 (DE-588)4037589-4 |
| title | Marketinginstrument Telefon |
| title_auth | Marketinginstrument Telefon |
| title_exact_search | Marketinginstrument Telefon |
| title_full | Marketinginstrument Telefon Karin Hinrichs |
| title_fullStr | Marketinginstrument Telefon Karin Hinrichs |
| title_full_unstemmed | Marketinginstrument Telefon Karin Hinrichs |
| title_short | Marketinginstrument Telefon |
| title_sort | marketinginstrument telefon |
| topic | Telefonverkauf (DE-588)4117183-4 gnd Telemarketing (DE-588)4215401-7 gnd Telefon (DE-588)4016854-2 gnd Marketing (DE-588)4037589-4 gnd |
| topic_facet | Telefonverkauf Telemarketing Telefon Marketing |
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