Natalie is a salesperson for a company that manufactures office supplies. Which of the following activities is appropriate for Natalie to engage in if she is interested in converting her customers into highly committed lifetime customers?
A) Handling complaints when possible
B) Adding value to the selling organization
C) Processing requests for rush deliveries willingly
D) Cutting the price as often as possible
E) Passing customer complaints to higher authorities
Question 2
Which of the following is NOT an aftermarketing technique?
A) identifying customers and building a customer database
B) measuring customer satisfaction and continuously making improvements based on customer feedback
C) refraining from negative word of mouth advertising
D) maintaining a relationship with the customer after the initial sale
E) establishing formal customer communication programs
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