Instant messaging is an open system in which anyone can send messages to anyone else regardless of which IM software they both are using

The salesperson makes contact with the customer for the first time in the ________ step of the selling process

A) prospecting B) overcome objections C) preapproach D) approach E) sales presentation

Which of the following statements about customer relationships is true?

A) Customers who are not profitable at the beginning of a relationship are highly unlikely to become profitable. B) Small increases in customer retention rate can translate into substantial increases in a company's profits. C) Today's successful companies are more likely to take a transaction-based view than a relationship-based view. D) It costs more to retain existing customers than to recruit new customers. E) Relationship marketing focuses only on those customers who are currently profitable.