Unit 14

1. "I can see why you're so angry" in an example of an...
4. step 2 in winning over unhappy customers
7. employees reinforce the company's "_____"
9. step 2 in the sales process
11. it costs 5-10 times more to get a "___" customer versus retaining an existing one
14. step 6 in winning over unhappy customers
15. personal communication with a salesperson enables customers to...

2. a direct tactic in which the salesperson requests the sale to move forward
3. often the first and last point of contact with potential customers
5. customer service "_______"
6. customer relationship management system stores customer contact "___________"
8. a tactic where the salesperson acts as if the customer has already made the decision to buy
10. failing to reinforce the company's image can damage their brand's "________"
12. type of programs that increases the chances of a customer returning to the company and making another good purchase
13. step 10 in winning over unhappy customers