To increase loyalty, and gain positive referrals and repeat business, Medrad Inc, a US manufacturer of medical devices, initiated a seven phase sales process based on Baldridge criteria, as follows: 1. Earn the Right. To build trust all front-line employees were trained in communications and customer handling skills. 2. Qualify the Opportunity. Customer contact employees were trained to understand the customer's business situation and needs. 3. Establish Buying Influences and Criteria. Criteria ...

BPIR Categories

4.2.1 Manage sales & sell products & services
14.3.2 Implement an improvement approach/method/technique

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