You have taken over a number of accounts of another salesperson, Lee Bizon. Most of these accounts are prospects, which means that they have not yet purchased from NewNet. Two accounts did purchase networks from Lee: Ms. Karen Murray, of Murray D’Zines, and Ms. Judith Albright, owner of Piccadilly Studios. You now want to be sure that these sales are well serviced.

Questions

1 With whom should you speak, within NewNet, before following through and contacting Karen Murray and Judith Albright? What would you need to discover?

2 What will be your follow-up strategy for each of these customers?

3 Does the fact that these customers initiated their orders (they were not sold the products, they bought them) influence your follow-up strategy?

4 Might other customers or prospects be affected by your service activities? How would this influence your activities? Could customer service be your competitive edge?

5 Do you see any expansion-selling opportunities with Murray D’Zines and Piccadilly Studios? Which expansion-selling methods should you consider?