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Follow-up -> by maintainingcontact with a customer (orprospect) in order to evaluatethe effectiveness of the productand the satisfaction of thecustomer is the answer.Words Of Sales WisdomBefore: Main Goal = Sell
Sales ProverbsFirst, what is a proverb?-It is a short, wise, easy-to-learn saying thatcalls a person to think and act.Some are:-Customer choice between suppliers has neverbeen greater.-You lose X percent of sales or customer peryear.-People do not care how much you know untilthey know how much you care.-You do business with the one you trust and youtrust the one you know.-80 percent of your profits comes from about 20percent of your customers.-Obtaining new customers and selling more
Knowledge vs WisdomKnowledge – Having thefactsWisdom – applying thefacts
If the salesperson is to havea privilege of selling again,customers must answerpositively to these:1.Can I trust this person?2.Did the product and salesperson do what was presented?
• Carefully examine the merchandise you have sold to see if it is old, out-of- date, or unusable due to damage. If these defects exist, the salesperson should cheerfully return the merchandise following
Reasons for Dissatisfaction• The product delivered is a different size, color, or model than the one ordered.• The quantity delivered is less than the quantity ordered.• Product does not arrive by the specified date.• Discounts agreed are not rendered.• The product does not have a feature that the customer believed it would.• The product is not of the specified grade or quality
• Many academic and industry people say yes and the book says that the salesperson puts the interest of the customers first.• Always is the keyword in the phrase. It means that the customer is right all the time• It is not true because there are cases when customers could ask salespeople to act
- Be truthful and follow through on what you tell the customer.- Maintain an intimate knowledge of your firm, its products, and your industry. Participate in your company’s sales training and take continuing edu- cation courses.- Speak well of others, including yourcompany and competitors.- Keep customer information confidential; maintain a professional relationship with each account.- Never take advantage of a customer b
Do’s-Willingness to go to bat for the buyer within the supplier’s form-Thoroughness and follow-through after the sale-Knowledge of the firm’s product line-Market knowledge and willingness to“keep the buyer posted”-Imagination in applying one’s productsto the buyer’s needs-Knowledge of the buyer’s product line-Preparation for sales calls