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If you wait too long to try to win back the customer, sometimes even the customer doesn’t remember why they left. Perhaps a new print buyer has taken over and was told never to use a particular supplier. “There were big problems,” but no one on the current team knows why.
Don’t ask the sales representative to be the discoverer. Tension between a sales representative and a print buyer remains a common reason for dismissal of a supplier. Conversely, sometimes the closer the relationship between a sales rep and a print buyer, the harder it is for the buyer to criticize that person or the company in general.
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