This assignment serves to encourage student dialogue and collaborative engagement of course material. We will dedicate a portion of each class session to review and clarify key concepts from the assigned readings and related lecture materials. Discussion posts receiving the most 'Likes' and discussion will serve to direct the focus of class discussion time.

In this week's lesson we explored the importance of and various methods for adding customer value through post-sale follow-up. For this discussion post, we will explore the idea of encouraging Critical Encounters and how doing so can serve the customer relationship and add customer value.

Critical Encounter - Meetings in which the salesperson encourages the buyer to discuss tough issues, especially in areas where the salesperson's organization is providing less-than-satisfactory performance.

In your opinion, how can encouraging Critical Encounters work to preserve/maximize customer value in a trust-based relational sales client relationship?