Chap14 - Service and Follow-up for Customer Retention...

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Unformatted text preview: Service and Follow-up for Customer Retention Chapter 14 C h a p t e r 14 14-3 Main Topics Main Topics The Business Tree of Life: Service The Importance of Service and Follow-Up Building a Long-Term Business Friendship Relationship Marketing and Customer Retention The Product and Its Service Component Customer Satisfaction and Retention 14-4 Main Topics Main Topics Excellent Customer Service and Satisfaction Require Technology So, How Does Service Increase Your Sales? Turn Follow-up and Service into a Sale Account Penetration Is a Secret to Success Service Can Keep Your Customers You Lose a CustomerKeep on Trucking 14-5 Main Topics Main Topics Increasing your Customers Sales Returned Goods Make You a Hero Handle Complaints Fairly Is the Customer Always Right? Build a Professional Reputation 14-6 The Tree of Business Life: Service Guided by The Golden Rule The Golden Rule : Prove you truly care with royal service Prove what you said in your presentation was the truth Take your time to build long-term business friendships Realize that customer satisfaction leads to customer retention Place the customers interest before your own You can see that ethical service builds true relationships I T C E t h i c a l S e r v i c e Builds T r u e Relationships T T T T T T T T T T T 14-7 Only Through Truth Can Trust Be Supported to Bridge the Gap between People 14-8 ServiceWhat Is It? Which of the following is the meaning of customer service as discussed in the Service and Follow-Up for Customer Retention chapter? Service is part of a product, such as insurance or advertising? Service makes a contribution to others? 14-9 Correct! Service Refers To: Making a contribution to others such as our customers 14-10 What Is the Difference between Service and Follow-Up? Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer 14-11 Words of Sales Wisdom and Proverbs Sales Proverbs! Examples are: You do business with the one you trust and you trust the one you know Obtaining new customers and selling more products to present customers are the ways to increase sales It is always easier to sell a satisfied customer than to an unsatisfied one or a prospect What does this mean to the salesperson? Take excellent care of your current customers 14-12 Words of Sales Wisdom and Proverbs Cont Knowledge versus Wisdom Knowledge: having these facts Wisdom: applying these facts to take care of...
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This note was uploaded on 02/01/2012 for the course MAR 08 taught by Professor Staff during the Spring '08 term at Youngstown State University.

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Chap14 - Service and Follow-up for Customer Retention...

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