Selling Today: Partnering to Create Value, 14/e

1. 15-23 The skills required to service a sale are different from those required prior to the sale. Describe ways high-performance salespersons use customer service to strengthen the partnership. List examples of customer service that help assure successive sales.

2. 15-24 Unhappy customers often do not initiate a verbal or written complaint, which means that post-sale problems may not come to the attention of salespeople or other personnel within the organization. Describe ways salespersons can partner with an unhappy customer in an effective way and strengthen the relationship.

Part 5 Role-Play Exercise

Developing a Presentation Strategy

Scenario ...