Card Set Information
maintain strength and relationships
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