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Customer Satisfaction and Retention

What is customer relationship management?

Finding the customer after they make the purchase and making sure they are still satisfied.

Never talking to a customer again

Sending them annoying coupon emails

What is suggestion selling?

Giving them suggestions on what product to buy

Giving them suggestions on what brand to buy

Selling suggestions

Selling additional goods or services to a customer.

How do you maintain a customer relationship?

Get their number and text them constantly

Keeping in contact with them after they make the purchase

Show up at their door every few weeks

How many rules for suggestion selling are there?

What should you NOT do during the after sale process?

Bag the merchandise with care

Reassure the customer of his or her wise purchase

Be rude, they already purchased the item anyway, why do I still need to be nice, they took forever to decide

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