The advent of the electronic age has brought many changes to the world of marketing and sales. New methods of selling and communicating with customers are invented virtually on a daily basis. And the use of social media is placing new demands on marketers and sales managers around the world. Despite this upheaval, retailers and marketers believe that personal selling as practised over the past decades is here to stay - although it should be adapted to incorporate technological developments. There will however always be a place for the age-old art of person-to-person communication between a salesperson and a prospective customer. In this third edition of Personal Selling, the authors outline the key steps in the selling process that leads to a successful sale, from prospecting for a sale to the follow-up once the sale has been completed. In addition, the book seeks to explain the role and place of personal selling, the impact it has on the economy, and how it ties in with marketing. The importance of communication in the act of selling, as well as different approaches and sales presentation methods, are explained and clarified, and a comprehensive discussion on how sales people should manage themselves and their time is included.

For undergraduate and graduate consumer behavior courses. The text that set the standard for consumer behavior study. Consumer Behavior explores how the examination and application of consumer behavior is central to the planning, development, and implementation of marketing strategies. MyMarketingLab for Consumer Behavior is a total learning package. MyMarketingLab is an online homework, tutorial, and assessment program that truly engages students in learning. It helps students better prepare for class, quizzes, and exams-resulting in better performance in the course-and provides educators a dynamic set of tools for gauging individual and class progress. This program will provide a better teaching and learning experience-for you and your students. Here's how: * Improve Results with MyMarketingLab: MyMarketingLab delivers proven results in helping students succeed and provides engaging experiences that personalize learning.* Bring Concepts to Life with Cases: End-of-chapter cases show students the real-life application of the concepts just covered so that they can see how real companies use consumer behavior to create marketing strategies, * Global Coverage Focus: Discussions and examples appear throughout the text demonstrating the importance of cultural differences in both domestic and multinational marketing. * Keep Your Course Current and Relevant: New examples, exercises, and research findings appear throughout the text. Note: You are purchasing a standalone product; MyMarketingLab does not come packaged with this content. If you would like to purchase both the physical text and MyMarketingLab search for ISBN-10: 0133131033/ISBN-13: 9780133131031. That package includes ISBN-10: 0132544369/ISBN-13: 9780132544368 and ISBN-10: 0132552000/ISBN-13: 9780132552004. MyMarketingLab is not a self-paced technology and should only be purchased when required by an instructor.

Why do ethics make business sense? What is the social responsibility of business? What is the role of ethics within corporate governance? How should organisations manage ethics from within? Business Ethics fifth edition is suitable for BCom students following courses in ethics, and can also be used for graduate or postgraduate modules in business management and human resource management. Given the growing emphasis on corporate governance, the book is also of relevance to business ethics practitioners as it addresses key ethical issues affecting corporations in the twenty-first century. Business Ethics tracks global developments in areas such as corporate ethical culture and highlights the relevance thereof within the southern African context.

As the primary focus of the global economy has moved from agriculture to manufacturing to services-dominated economies, the realisation that 'we are all in services' has finally dawned. Services marketing has developed, as a result, and is now a well-established sub-discipline of marketing, with its own theories and body of knowledge.

This volume deals with the unique difficulties of marketing what is essentially an intangible entity and focuses on the most contemporary debates, research and managerial demands in this very challenging business domain. This second edition offers new case studies from contemporary business situations, where consumers are highly informed and discriminating.

These real world examples illustrate how service providers should refine their marketing approach and practice in order to remain competitive in the global market.

This new edition of Contemporary Retail and Marketing Case Studies is a collection of 34 studies of retail and marketing operations as told by individual companies.

Small, medium and larger companies relate the challenges they have faced and how they overcame them, and share their successes and frustrations in a frank and open manner. Each case is unique in its own way and addresses issues which are pertinent and relevant to the South African retail and marketing environment.

The value of this collection is that:

• It provides a variety of cases that together offer insight into the marketing challenges faced by local businesses
• It offers a South African perspective on how to overcome these issues
• It is written from the viewpoint of the entrepreneur or business executive
• It provides practical insights which support work-integrated learning.

This book is a must-read for scholars, students and people concerned with the retail and marketing industry.

Operations and management principles for contact centres is the first SAQA-aligned, academic title on contact centre operations, produced by a collective of professionals representing the academic dimension of the contact centre industry in South Africa. Contact centre operations is a relatively new industry. Several South African agencies, institutes, organisations and professional bodies are promoting and developing it in order to satisfy international and national market demands. Accordingly, additional information, knowledge and experience are needed to improve on how organisations integrate core business processes into these centres. In response to this need the industry is now being represented in higher education. Extensive supplementary material has been created to go with the main text. A CD enclosed with the title contains material for the student/CSR, which includes a comprehensive set of questions, role-plays, assignments and an industry-specific dictionary. The lecturer support material, which includes industry-specific video clips, the answers to the student questions and the industry.