Unit 14

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Across
  1. 1. "I can see why you're so angry" in an example of an...
  2. 4. step 2 in winning over unhappy customers
  3. 7. employees reinforce the company's "_____"
  4. 9. step 2 in the sales process
  5. 11. it costs 5-10 times more to get a "___" customer versus retaining an existing one
  6. 14. step 6 in winning over unhappy customers
  7. 15. personal communication with a salesperson enables customers to...
Down
  1. 2. a direct tactic in which the salesperson requests the sale to move forward
  2. 3. often the first and last point of contact with potential customers
  3. 5. customer service "_______"
  4. 6. customer relationship management system stores customer contact "___________"
  5. 8. a tactic where the salesperson acts as if the customer has already made the decision to buy
  6. 10. failing to reinforce the company's image can damage their brand's "________"
  7. 12. type of programs that increases the chances of a customer returning to the company and making another good purchase
  8. 13. step 10 in winning over unhappy customers