Larry Rosen, president of upscale clothier Harry Rosen, speaks of customers this way "We don't look at a person in terms of an immediate sale. We look at him in terms of potential lifetime value." This shows the importance of what step in the personal selling process?

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Larry Rosen's statement emphasizes the importance of the follow-up step in the personal selling process. By focusing on the potential lifetime value of a customer, rather than just an immediate sale, it highlights the significance of maintaining long-term relationships with customers through effective follow-up.

Larry Rosen, President of Upscale Clothier Harry Rosen, Speaks of Customers