MKT 504 Study Guide - Final Guide: Extranet, Intranet

• School: Ryerson University
• Department: Marketing
• Course: MKT 504
• Professor: Daryl D' Souza

Document Summary

Salespeople cannot be afraid to ask their customers, how are we doing? : periodic follow-up is critical to long-term sales success. Harness technology to enhance follow-up and buyer-seller relationships. Providing useful information: continue to develop and enhance the relationship after the sale by providing useful information. Expediting orders and monitoring installation: track the order, keep the customer informed, demonstrate concern. Remembering the customer after the sale: customer follow-up methods should be used to express appreciation for the purchase and to further develop the relationship after the sale, personal visits should be the primary method for follow-up. It is the most expensive method but also the most effective. Follow through on all promises add value. Service quality: meeting and/or exceeding customer service expectations. Speed or promptness: warmth and friendliness, reliability, helpfulness/assistance, assurance, accuracy, empathy, resolution of complaints, mistakes, or defects, tangibles.