The modern beauty market is concentrated with intense competition where cosmetic brands fight to stay on top. A popular method in order to gain sales and increase margins is to influence existing customers to buy more with the use of suggestive selling. The purpose of this paper, was to further examine the different effects of suggestive selling with the use of complementary versus non- complementary goods in the form of customer satisfaction, customer view of the service encounter, as well as success in sales. In addition, the influence of the customer's purchase amount on the tendency to buy an extra product in a suggestive selling situation was examined. The study was conducted through the use of a field experiment with the support of surveys in 'The Body Shop'.

The purpose of this thesis was to examine how the build-up of customer relations can be characterized at the end of the industrial selling process and how companies engage their cross-functional selling teams into this relationship building effort. Through a case study of Omega, a multinational company engaged in the selling of products of an industrial character, it was revealed that the build-up and maintaining of the customer relationship is of acute importance, as it presents the company with a window of opportunities. Through its relationship with the customer the company can be able to sell other products, which are related to the original purchase made by the customer. For the company?s competitors the established relationship might also serve as a barrier when attempting to enter the market or increase market share.

The companies of today figures on a hardly competitive market. This makes it necessary for the company to find new way to create competition advantages. Since it is no longer enough to compete with the technical quality of the product the companies are forced to also enhance the functional quality. To accomplish this it becomes necessary for producing companies to be customer oriented. A customer oriented company culture can be reached with the help of internal marketing in which different activities work to inform and teach the employees about the company strategy and also about their own role as part-time marketers.This thesis examines Electrolux, a company which is currently striving to develop a customer oriented company culture.

The thesis aims to describe the current sales climate in the context of complex sales in business-to-business. The purpose is to increase the clients knowledge of sales and test the clients hypothesis that the sales climate is changing from Solution Selling to Insight Selling, further the thesis aims to contribute to the scientific debate of sales. Solution Selling is characterized, as the name suggest, by selling of solution to the customers needs. With Insight Selling the seller has a provocative approach towards the customer and the seller is searching for customers in the need of change. This is a qualitative study conducted with eight interviews and one focus group.

Background: The result of our interactive information society is that sales business has shifted from a tactical to a strategical focus, thus companies have had to adapt to this change. The evolution of sales shows that companies have gone from one static model to another, which is discarded by the new concept ?insight selling? claiming that it through insights is possible to be forceful in the, these days, rough sales climate.Purpose: The purpose of the report is to form an understanding of how insight sales affect a sales process.Research question: How does insight selling affect the B2B sales process?Methodology: Process mapping through interviews in combination with organizational documents.Findings: Insight selling affects the sales process by a clearer research mindset and a change in communication in relation to the customer..

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

Business across the Internet has increased in recent years and most companies that are selling trips have increased their sales online. Many companies that are selling trips strive for customers to receive and experience a personal service online. The meeting between the client and a webpage service system on the Internet should work. Service encounters are an essential part of the contact between customer and company and play a big part in how the first impression is perceived by the customer. To understand how a service encounter works, meeting face to face, companies need to understand how customers perceive that meeting.

The store manager can make great benefits of having an eye on how the staff works towards the customer, because the personnel is an important tool when competing with other stores. This paper is focusing on the part that relates to the staff in the store, which is one of the key tools in the competition for customers after the customer made it to the store. Many stores have guidelines which the staff should follow when they meet with customers. If the staff is too tightly controlled by these guidelines, customers can perceive the first encounter with the staff as artificial and as if the genuine friendliness does not exist. It is important that the staff looks at the individual customer and treat every customer in a personal way and that the staff can see the customer?s needs.

This paper examines the customer relationships of a telecom operator and how their customer accounting is done. The aim is to use the framework developed by Lind & Strömsten (2006) to categorize customer relationships and see to what extent the framework predicts which type of customer accounting method is used for each customer relationship. A case study was made at Telenor Sverige AB where different customer relationships are identified and linked to the customer accounting techniques that are used for financial measurement of the customers. Findings include that all but one of the customer relationships described in the framework were recognized at Telenor and that most customer accounting techniques mentioned in the framework were in fact used and associated with different customer relationships. The results of the case study also highlight that some differences exist between the predictions of the framework and the observations at Telenor..

The store manager can make great benefits of having an eye on how the staff works towards the customer, because the personnel is an important tool when competing with other stores. This paper is focusing on the part that relates to the staff in the store, which is one of the key tools in the competition for customers after the customer made it to the store. Many stores have guidelines which the staff should follow when they meet with customers. If the staff is too tightly controlled by these guidelines, customers can perceive the first encounter with the staff as artificial and as if the genuine friendliness does not exist. It is important that the staff looks at the individual customer and treat every customer in a personal way and that the staff can see the customer?s needs.

The purpose of this study is to analyze how customer oriented businesses can use loyalty programs to create loyalty and how loyalty can be increased. We have in this study chosen to refer loyalty program to the loyalty program that belong to the company Jula AB. Our study is written in a qualitative method. In our method, we chose to interview people in Jula organization to get a business perspective to our study. We have also chosen to assemble a focus group of Jula-club members to also get a customer perspective on the subject.

I denna uppsats har en studie genomförts med målet att ur ett företagsekonomiskt perspektiv beskriva och sedan analysera hur mindre optikerföretag styrs mot value added selling filosofin. Studien har genomförts med en abduktiv ansats och med en kvalitativ metod. Empiriskt material har samlats in via semi-strukturerade intervjuer med Hagelin & Co, Björkegrens Optik AB, Optiker Tottie och Specsavers.Vi författare har kommit fram till att value added selling filosofin finns mer eller mindre implementerat de flesta mindre företag i någon form av norm eller företagskultur. Det är också företagskulturen vi författare identifierar som det viktigaste styrmedlet för value-added selling.  I optikerbranschen som vi studerat är detta speciellt intressant av den anledningen att respondenterna visat flera tecken på hur value added selling filosofin fungerar, vilket vi författare anser gör studien relevant för mindre företag i allmänhet som verkar på en konkurrensintensiv marknad..

Internet and social networks have become important features in today?s society. We spend numerous hours on browsing and communicating through these platforms. This development has also led to a shift of power from businesses to consumers. Today?s consumers have more control of if, when and what messages they are exposed to.

Syfte: Syftet med studien är att studera hur ledare jobbar för att åstadkomma ett kundorienterat klimat på en arbetsplats med ett provisionsbaserat lönesystem.Metod: En kvalitativ metod har använts i den här studien. Semi-strukturerade intervjuer gav oss det empiriska underlaget som analyserades med hjälp av den systematiska, strukturerade och abduktiva metoden Well-grounded theory. Resultatet presenteras i empirin med hjälp av mönster som upptäckts.Resultat & slutsats: Vi har överlag kommit fram till att praktiken i stora drag stämmer överens med teorin. De intervjuade ledarna har en överensstämmande uppfattning om kundorienteringens innebörd, men har vissa skiljaktigheter i bland annat deras syn på provisionens inverkan. Ledarens roll ansågs även i praktiken vara avgörande för att de anställda ska vara kundorienterade.Förslag till fortsatt forskning: Studien har utförts med inriktning på enbart fastighetsmäklarbranschen.

Title: Strategies for competition ? a study of the Swedish contact lenses market.Authors: Pernilla AArskog and Annika Lange.Background: As a market gets more mature and the competition increases, it is more important for a company to apply the right strategic perspective. There are four fundamental strategic perspectives for a service-oriented business: a core product-, a price-, an image- and a service perspective. This study is a about service management and take its point from the theories from the Nordic School about strategies for competition, customer value, perceived customer quality and customer loyalty.Purpose: The main purpose with this study is to analyze and evaluate how the actors at the Swedish market of contact lenses should compete to gain further competitive advantages.Method: The study includes four qualitative interviews with two traditional opticians and two Internet based businesses, but also a survey with 106 contact lens users is included.Analysis: In the analyse part of this thesis it was concluded that the traditional opticians conception about their customer not agrees with what the customer evaluate as important. Many of the customers have thought about changing their optician, and besides that do not recommend their optician, and can there for not be categorize as loyal customers.