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Service and
Follow-Up for
The Tree of
Business Life:
 Service
Importance
Follow-up -> by maintaining
contact with a customer (or
prospect) in order to evaluate
the effectiveness of the product
and the satisfaction of the
customer is the answer.

Words Of Sales Wisdom

Before: Main Goal = Sell
Sales Proverbs
First, what is a proverb?
-It is a short, wise, easy-to-learn saying that
calls a person to think and act.
Some are:
-Customer choice between suppliers has never
been greater.
-You lose X percent of sales or customer per
year.
-People do not care how much you know until
they know how much you care.
-You do business with the one you trust and you
trust the one you know.
-80 percent of your profits comes from about 20
percent of your customers.
-Obtaining new customers and selling more
Knowledge vs Wisdom

Knowledge – Having the
facts

Wisdom – applying the
facts
If the salesperson is to have
a privilege of selling again,
customers must answer
positively to these:

1.Can I trust this person?
2.Did the product and
  salesperson do what was
  presented?
Buildi
ng a
Long-
Term
Busin
ess
Frien
dship
Business friendship is just
    like the personal
  friendships you have.

 there are 3 levels:
Level 1: acquantances
Level 2: Friends
Level 3: Intimate friends
What usually happens before becoming
friends?

- Self-disclosure
-Acknowledgment
    3 steps to acknowledgment

    1. Repeat back
    2. Don’t invalidate
    3. Don’t try to change

-Attending / Listening
-Talking
Relationship Marketing and
   Customer Retention
• Transaction Selling –
  does not contact the
  customer again
• Relationship Selling –
  seller seeks further
  needs of the
  customer
• Partnering – seller
“Becoming a partner takes
time just as developing an
intimate friendship does.”
The
Produc
      t
   and
    Its
Service
• Product
• Price
• Place
• Promotion
• Exchange Transaction
• After the Sale
Customer
Satisfact
ion and
Retentio
n
Customer Service

- activities and
programs the seller
provides to make
the relationship
satisfying for the
Excellent
Customer
Service…




…Requires
“Excellent service
and satisfaction
require
technology.”
Service
           Can
           Increase
           Sale
But how?
• You increase sales by
  obtaining new customers
  and selling more to
  present customers
• Satisfied customers will
  provide customer
  referrals
• Thus very important to
  service for
• “Sales come
  from
  present and
  new
  customers.
  Salespeople
  are
  constantly
  involved in
  follow-up
  and service,
The Circular
 Relationship in
Managing a Sales
      Call
Turn it into
  a sale!!!
- Convert follow-up
and service
situations into sales

- Follow-up and
service help satisfy
Accoun
t
Penetr
ation Is
a
Service
can keep
your…
- Concentrate on
improving your account
penetration
- Contact new accounts
frequently on a regular
schedule
- Handle customer’s
complaints promptly
- Always do what you say
You lose a customer –
  keep on trucking
How to regain lost
customers

 - Visit and
 investigate
 - Be professional
 - Don’t be
Returned
Goods make
 you a hero
• 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
Handle
complaints
fairly
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
Build a professional
     reputation
- Be truthful and follow through on w
hat you tell the customer.
- Maintain an intimate knowledge of yo
ur firm, its products, and your industry
. Participate in your company’s sales tr
aining and take continuing edu- cation co
urses.
- Speak well of others, including your
company and competitors.
- Keep customer information confidenti
al; maintain a professional relationshi
p with each account.
- Never take advantage of a customer b
Do’s and Don’ts
for business
Salespeople
Do’s
-Willingness to go to bat for the buye
r within the supplier’s form
-Thoroughness and follow-through aft
er the sale
-Knowledge of the firm’s product line
-Market knowledge and willingness to
“keep the buyer posted”
-Imagination in applying one’s products
to the buyer’s needs
-Knowledge of the buyer’s product lin
e
-Preparation for sales calls
Don’ts
“Seven deadly sins of busin
ess selling”
The Path to Sales Success: Seek
, Knock, Ask, Serve

Remember to:
Seek customers to serve and y
ou will find them.
Knock and people will open th
eir doors.
Ask and people will buy.

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After Sales Service

  • 2. The Tree of Business Life: Service
  • 4. Follow-up -> by maintaining contact with a customer (or prospect) in order to evaluate the effectiveness of the product and the satisfaction of the customer is the answer. Words Of Sales Wisdom Before: Main Goal = Sell
  • 5. Sales Proverbs First, what is a proverb? -It is a short, wise, easy-to-learn saying that calls a person to think and act. Some are: -Customer choice between suppliers has never been greater. -You lose X percent of sales or customer per year. -People do not care how much you know until they know how much you care. -You do business with the one you trust and you trust the one you know. -80 percent of your profits comes from about 20 percent of your customers. -Obtaining new customers and selling more
  • 6. Knowledge vs Wisdom Knowledge – Having the facts Wisdom – applying the facts
  • 7. If the salesperson is to have a privilege of selling again, customers must answer positively to these: 1.Can I trust this person? 2.Did the product and salesperson do what was presented?
  • 9. Business friendship is just like the personal friendships you have. there are 3 levels: Level 1: acquantances Level 2: Friends Level 3: Intimate friends
  • 10. What usually happens before becoming friends? - Self-disclosure -Acknowledgment 3 steps to acknowledgment 1. Repeat back 2. Don’t invalidate 3. Don’t try to change -Attending / Listening -Talking
  • 11. Relationship Marketing and Customer Retention
  • 12. • Transaction Selling – does not contact the customer again • Relationship Selling – seller seeks further needs of the customer • Partnering – seller
  • 13. “Becoming a partner takes time just as developing an intimate friendship does.”
  • 14. The Produc t and Its Service
  • 15. • Product • Price • Place • Promotion • Exchange Transaction • After the Sale
  • 17. Customer Service - activities and programs the seller provides to make the relationship satisfying for the
  • 18.
  • 21. Service Can Increase Sale But how?
  • 22. • You increase sales by obtaining new customers and selling more to present customers • Satisfied customers will provide customer referrals • Thus very important to service for
  • 23. • “Sales come from present and new customers. Salespeople are constantly involved in follow-up and service,
  • 24. The Circular Relationship in Managing a Sales Call
  • 25. Turn it into a sale!!!
  • 26. - Convert follow-up and service situations into sales - Follow-up and service help satisfy
  • 29. - Concentrate on improving your account penetration - Contact new accounts frequently on a regular schedule - Handle customer’s complaints promptly - Always do what you say
  • 30. You lose a customer – keep on trucking
  • 31. How to regain lost customers - Visit and investigate - Be professional - Don’t be
  • 33. • 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
  • 35. 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
  • 36.
  • 37.
  • 38. • 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
  • 39. Build a professional reputation
  • 40. - Be truthful and follow through on w hat you tell the customer. - Maintain an intimate knowledge of yo ur firm, its products, and your industry . Participate in your company’s sales tr aining and take continuing edu- cation co urses. - Speak well of others, including your company and competitors. - Keep customer information confidenti al; maintain a professional relationshi p with each account. - Never take advantage of a customer b
  • 41. Do’s and Don’ts for business Salespeople
  • 42. Do’s -Willingness to go to bat for the buye r within the supplier’s form -Thoroughness and follow-through aft er the sale -Knowledge of the firm’s product line -Market knowledge and willingness to “keep the buyer posted” -Imagination in applying one’s products to the buyer’s needs -Knowledge of the buyer’s product lin e -Preparation for sales calls
  • 43. Don’ts “Seven deadly sins of busin ess selling”
  • 44.
  • 45. The Path to Sales Success: Seek , Knock, Ask, Serve Remember to: Seek customers to serve and y ou will find them. Knock and people will open th eir doors. Ask and people will buy.