Chapter 12

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Author:
cjeffrey
ID:
287490
Filename:
Chapter 12
Updated:
2014-10-29 17:37:31
Tags:
12
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Description:
maintain strength and relationships
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  1. Service and follow up are important to success of salespeople, return and repeat purchase
    customer retention
  2. What are the levels of CRM?
    • -transactional
    • -relationship 
    • -partnering
  3. GAPS model of service quality !!

    not testable..
    • Expectations of purchase
    •        
    •                       -percieved purchase satisfaction - repeat purchases- customer retention             

    Actual experience
  4. -Develop a sustomer benefit program 
    -Have present customers buy more of a product than they currently use
    -Have present customers buy the same products to use for a different purpose
    Increasing Your customer Sales
  5. Pages 372-373 are important for increasing customer sales!
    He listed 8
  6. Build a professional reputation
    be truthful, follow through, maintain intimate knowledge on firm, products, industry, speak well of others, keep customer info confidential
  7. 7 deadly sins of business selling page 380
    • Lack of product knowledge
    • Time wasting
    • Poor planning 
    • Pushiness
    • Lack of dependability
    • Unprofessional conduct
    • Unlimited Optimism

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