Topic 7: Expanding Customer Relationships Flashcards
1
Q
building goodwill
A
the process of converting new customers into lifetime customers by continually adding value to the product
2
Q
adding value
A
- the process of improving a product or service for the customer
3
Q
assess customer satisfaction
A
- simply ask the customer for satisfaction feedback
- develop a plan for seeking customer satisfaction feedback
4
Q
key drivers of customer satisfaction
A
sales persons reliability and responsiveness
5
Q
four sequential components of effective follow up
A
- interact
- connect
- know
- relate
6
Q
relationship enhancement activities
A
- provide useful information
- expedite orders/monitor installation
- train customer personnel
- correct billing errors
- remember the customer after the sale
- resolve complaints
7
Q
other ways to add value
A
- maintain open, two-way communication
- expand collaborative involvement
- work to add value and enhance mutual opportunities
- provide quality customer service
- look for ways to exceed expectations
8
Q
service strategy
A
a plan in which a salesperson identifies his or her business and customers, what the customers want, and what is important to them
