1. Maintaining contact with customers after a sale through follow-up is important to evaluate product effectiveness and customer satisfaction. 2. Building long-term business relationships takes time, similar to personal friendships, and requires self-disclosure, active listening, and trust between parties. 3. Providing excellent customer service and handling complaints promptly is key to retaining customers and increasing sales through referrals.

1. Service and
Follow-Up for

2. The Tree of
Business Life:
Service

3. Importance

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?

8. Buildi
ng a
Long-
Term
Busin
ess
Frien
dship

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

16. Customer
Satisfact
ion and
Retentio
n

17. Customer Service
- activities and
programs the seller
provides to make
the relationship
satisfying for the

19. Excellent
Customer
Service…
…Requires

20. “Excellent service
and satisfaction
require
technology.”

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

27. Accoun
t
Penetr
ation Is
a

28. Service
can keep
your…

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

32. Returned
Goods make
you a hero

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

34. Handle
complaints
fairly

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

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”

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.