Sarah Is the Customer Relationship Manager at a Designer Clothing

question 43

Multiple Choice

Sarah is the customer relationship manager at a designer clothing store. She is drafting a letter to Loretta Franklin, a client with whom she has established a good personal relationship over the years. Sarah wants to inform Loretta that because of her excellent credit relationship with their store, Loretta will receive a 25 percent discount on all of her purchases going forward. Which of the following salutations should Sarah use to address Loretta Franklin?

• A) Dear Ma'am
• B) Dear Mrs. Franklin
• C) Dear Loretta
• D) Dear Loretta Franklin
• E) Dear Mrs. Loretta Franklin

---

Definitions:

Need-Satisfaction

A sales approach that focuses on identifying and meeting the needs or problems of the customer as a key to closing the sale.

Problem-Solution

A method or structure that identifies a problem and then proposes one or more solutions to address it.