Cross-Selling – Up-selling — Oh My!!
A lot of energy in mystery shopping is spent on assessing sales delivery, but for potential customers only. Often, only very basic questions are asked…“Did the rep probe your needs?” or “Did they ask for your business?” or “Did they ask to follow up?” Big mistake!! TIP – If you are going to mystery shop […]
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Customer Segmentation Analysis
In several workshops I was asked to share some tips on how to conduct Customer Segmentation Analysis. So let me share my thoughts in 350 words or less! A single product or service will seldom meet the needs of all your customers. Customer segmentation helps to divide your customers into groups of similar individuals using […]
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