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15.2_C & Morgan

Customer Satisfaction & Retention

QuestionAnswer
Explain the importance of suggestion selling Benefits the sales person, the customer, and the company. You benefit because customers will want to do business with you again, and as a result of your efforts. Your sales will increase.
Rules for effective suggestion selling Use suggestion selling after the customer has made a commitment to buy, but before payment is made or order is written.
Rules for effective suggestion selling Make your recommendation from the customer's point of view and give at least one reason for your suggestion.(ex.: For your child to enjoy this toy immediately, you'll need 2 AAA batteries.)
Rules for effective suggestion selling Make the suggestion definite (ex.: Do not ask "Will that be all?", instead say- "This oil is recommended by the manufacturer for this engine")
Rules for effective suggestion selling Show the item you are suggesting (ex.: Put a matching purse next to shoes)
Rules for effective suggestion selling Make the suggestion positive (ex.: Let me show you the matching top to that skirt. It'll complete the outfit beautifully.)
Demonstrate appropriate specialized suggestion selling methods 1. Offering related merchandise 2. Recommending larger quantities 3. Calling attention to special sales opportunities
Discuss strategies for maintaining and building a clientele Making a sale is the first step in maintaining and building a clientele. After-sale activities by the sales and customer service staff, as well as customer relationship management strategies employed by the company.
Explain the importance of customer service and follow-up The customer service can handle inquires, returns, and complaints, while a follow-up is making arrangements to follow through on all promises made during the sales process
Explain the concept of customer relationship management Find customers and keep them satisfied.
Definition of suggestion selling Selling additional goods or services to the customer
Definition of customer relationship management Finding customers and keeping them satisfied
Selling additional goods or services to the customer Suggestion Selling
Finding customers and keeping them satisfied Customer relationship management
Created by: vhaun
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