Unit 1 Basic Marketing Concepts 市场营销基本概念 1
Part A Product 产品 1
Part B Place 分销渠道 5
Part C Promotion 促销 8
Part D Pricing 价格 12
Unit 2 Power Marketing Legislation 电力营销法规 15
Part A Major Federal Legislation Affecting the Electric Power Industry 影响电力行业的主要联邦立法 15
Part B Supply Rules(1) 供电规则(1) 24
Part C Supply Rules(2) 供电规则(2) 32
Part D Supply Rules(3) 供电规则(3) 39
Part E Supply Rules(4) 供电规则(4) 46
Unit 3 Pricing and Billing 电价与电费 58
Part A Convenience Pays 多种付费方式 58
Part B Country Energy Tariffs 电价 61
Part C Prices Climb for Power on Spot Market in California 加利福尼亚电力现货市场价格攀升 64
Part D Tariff Reform 电价改革 67
Part E Scoring the Customer Lifecycle 客户生命周期的评分 71
Unit 4 Metering and Meter Reading 电能计量与抄表 83
Part A Choosing the Right Meter for the Right Job 选择合适的表计 83
Part B Automatic Meter Reading(AMR) 自动抄表系统 85
Part C Metering Services Provider 抄表服务商 90
Part A Standards of Performance 客户服务标准 95
Unit 5 Customer Service 客户服务 95
Part B Are You Mining the Gold from Your Current Customers? 充分利用客户资源 100
Part C Angry Customers Are No Laughing Matter 愤怒的客户并不是开玩笑的事情 103
Unit 6 Demand Side Management(DSM) 电力需求侧管理 109
Part A Demand Side Management 电力需求侧管理 109
Part B Guide to Non-residential Energy Efficient Heating，Ventilating ＆Air-conditioning(HVAC)Rebate Programme 非住宅客户节能供暖、通风及空调回扣计划指南 115
Part C Load Forecasting 负荷预测 121
Unit 7 Information Technology 信息技术 125
Part A Effective Self Service in the Call Centre 呼叫中心应充分利用自助服务 125
Part B Customers Expect Much of Call Centers 客户对于呼叫中心寄予厚望 128
Part C Mapping System 制图系统 133
Unit 8 Electricity Market 电力市场 140
Part A New Zealand Electricity Market 新西兰电力市场 140
Part B Electric Power Retailing(1) 电力零售(1) 145
Part C Electric Power Retailing(2) 电力零售(2) 151
Part D Electric Power Retailing(3) 电力零售(3) 158
Part E Electric Power Retailing(4) 电力零售(4) 162
Unit 9 Public Relations 公共关系 172
Part A Tips on Electrical Safety at Home 家居用电安全知识 172
Part B Guidelines on Handling Supply Interruption 停电处理指南 175
Part C We Care for Our Environment 关注环境 176