15 2 customer satisfaction retention
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15.2 Customer Satisfaction & Retention PowerPoint PPT Presentation


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15.2 Customer Satisfaction & Retention. Effective Selling Suggestion Selling: is selling additional goods or services to the customer. Benefits of Suggestion Selling 5 Rules for Suggestion Selling

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15.2 Customer Satisfaction & Retention

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15 2 customer satisfaction retention

15.2 Customer Satisfaction & Retention

  • Effective Selling

  • Suggestion Selling: is selling additional goods or services to the customer.

  • Benefits of Suggestion Selling

  • 5 Rules for Suggestion Selling

    1. Use suggestion selling after the customer has made a commitment to buy but before payment is made or the order written.

    2. Make your recommendation from the customer’s point of view and give at least one reason for your suggestion.


15 2 customer satisfaction retention

  • (continued)

    3. Make the suggestion definite.

    4. Show the item you are suggesting.

    5. Make the suggestion positive.

    D.Suggestion Selling Methods:

    Ex: Up-selling, cross-selling, special sales opportunities

    1. Offering Related Merchandise

    2. Recommending Larger Quantities

    3. Calling Attention to Special Sales Opportunities


15 2 customer satisfaction retention

  • Maintaining and Building a Clientele

  • After-Sales Activities:

    1. Order Processing

    2. Departure

    3. Order Fulfillment

    4. Follow-Up

    5. Customer Service

    6. Keeping a Client File

    7. Evaluate Your Sales Efforts


15 2 customer satisfaction retention

  • Customer Relationship Management (CRM): involves finding customers and keeping them satisfied.

    1. Technology and CRM

    Ex: Customizing for their business.

    2. Maintaining Contact

    Ex: IBM helped the National Geographic Society with its own photography e-commerce site.


15 2 customer satisfaction retention

3. Maintain Relationships

Ex: Amazon.com’s practice of collecting information about customers’ book purchases and then e-mailing personalized information about promotions and merchandise within the customer’s established range of interest.

4. Develop Customer Loyalty

Ex: Informing customers of sales by using e-mail.

5. Customer Loyalty and

Reward Programs

Ex: E-mailed questionnaires with prize entries.


15 2 customer satisfaction retention

Individual Work/Homework (Please complete after the quiz and after you have printed out the Chapter 15 study guide.)

  • Complete the attached Sales Unit Packet!

    • Sales Unit Packet

  • Note: We have our Chapter 15 Test on Thursday, and then next week we will begin our Parkway North Shark Tank project!! (Be ready!)


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