B2B. See Business-to-business
B2C. See Business-to-consumer
Banking industry, multichannel strategy, 17
Behavior patterns, 151–52
Beliefs, 153
BellSouth, xvii
coaching strategy, 142
customer behaviors, 170–71
Brand identity, 16
Build/track stage, 91
Business consultant, 103–5
Business objectives, 13
Business-to-business (B2B)
consistent cultivator role, 107
selling relationships, 102–3
Business-to-consumer (B2C), 22
consistent cultivator role, 107
consultative selling, 104
transactions, 103
Buying behavior
attitudes, 176–92
BellSouth, 170–71
changes in, xv, 5–8, 124
channel preferences, 179–82
computer technology and, 56
consolidation, 175
Diebold, 171, 174, 175
e-commerce, 181
Hewlett Packard, 181–82
Infineum, 175
Internet and, 56
Marriott International, 172
micro trends in, 2
motivating factors, 178–79
Office Depot, 172, 174
practices, 182–84
reverse auctions, 174–75
salesperson’s influence on, 187–90
salesperson’s response, 176
TD Waterhouse, 171, 182
third-party channel, 181