Question

The salesperson extends the relationship that was established through marketing efforts and makes a personal connection with you. If you have a good experience, your relationship with the company gets even better, and you are more likely to shop there again and tell your friends. In addition to closing the sale (when the customer purchases the product or service), the salesperson has a very important role in the marketing process. Because the salesperson (in the store, online, or on the phone) is a primary touch point and a personal interaction with the customer, the salesperson is the brand in the eyes of the customer.

Answer 1

Purchases are based on beliefs about the expected satisfaction from a product or service, largely influenced by information available to customers. Salespeople are vital in shaping the brand's image and ensuring customer satisfaction. A good reputation leads to repeat business and recommendations, which are important for a company's success.

Step-by-step explanation:

Every purchase a customer makes is grounded in a belief about the satisfaction that the good or service will provide. These beliefs stem from the information accessible to them, and if this information is imperfect or unclear, it can lead to buyer's remorse or hesitance to make future purchases. Salespeople play a crucial role in the marketing process as they extend the relationship initiated by marketing efforts and create a personal connection with the customer. Through this interaction, the salesperson becomes the brand in the eyes of the customer.

Understanding that salespeople are primary touchpoints, businesses recognize the importance of a good reputation to foster repeat customers who will advocate the business to others. A company concerned about its reputation tends to worry less about the quality of its products being questioned. For instance, a reputable grocery store can often command higher prices than a temporary stand at a farmer's market due to the trust and reputation it has built with customers.

Considering your manager as your most important internal customer, and providing exceptional customer service to them can lead to positive outcomes including job satisfaction and opportunities for growth within the company.