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Service and follow up are important to success of salespeople, return and repeat purchase
What are the levels of CRM?
GAPS model of service quality !!
- Expectations of purchase
- -percieved purchase satisfaction - repeat purchases- customer retention
-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
Pages 372-373 are important for increasing customer sales!
He listed 8
Build a professional reputation
be truthful, follow through, maintain intimate knowledge on firm, products, industry, speak well of others, keep customer info confidential
7 deadly sins of business selling page 380
- Lack of product knowledge
- Time wasting
- Poor planning
- Lack of dependability
- Unprofessional conduct
- Unlimited Optimism
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