PS_Ch13 - Upgrading Full-line selling Cross-selling Handle...

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After The Sale Follow-Up
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Traditional Sales Process Prospecting Pre-call Information Approach Needs Discovery Presentation Dealing w/ Concerns Obtaining Commitment Follow-up Lead Prospect Customer Sales Process Discussion Sheet, p 3
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How Important is the Follow-Up? Increases customer satisfaction and retention Retaining 2 to 5% more customers is the same as cutting costs by 10% 7 calls to close new but 3 to close subsequent 65% of sales comes from current customers Acquiring new customers costs 5 times that of servicing current customers
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Follow-Up: Building Trust Thank You Letter Monitor Order Process Ensure Proper use of Product Set the Right Expectations Handle Customer Complaints
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Effect of a Good Follow-Up Builds trust Shows commitment to mutual gain Maintains open communication
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Generating Repeat Orders Be present at buying time Help to service the product Provide expert guidance Provide special assistance
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Unformatted text preview: Upgrading Full-line selling Cross-selling Handle customer complaints Encourage buyers to tell their stories Determine the facts Offer a solution Follow through with action Handle Customer Complaints Tension Encourage customer to tell their story Determine the facts Offer a solution Follow through with action Dissolution Limited personal relationships Failing to monitor competitor actions Failing to monitor the industry Falling into complacency Conflict Observe and acknowledge what has happened. Allow your feelings to surface, but take responsibility for your actions. Gain support. Put the experience in the larger context to affirm your commitment to the relationship. Shift the focus from assigning blame to problem solving. Implement the solution. Let go and move on. Repairing Damage to Trust in a Conflict...
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This note was uploaded on 01/19/2012 for the course MKTG 4410 taught by Professor Michaelserkedakis during the Spring '12 term at Kennesaw.

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PS_Ch13 - Upgrading Full-line selling Cross-selling Handle...

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