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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
Lack of dependability
maintain strength and relationships