Followup and Service

1
Follow-up and Service

• Dr. Jim Burton
• Marketing Real Estate
• Richards College of Business

2
Overview

• Service and Relationship Selling
• Customer Retention
• Customer Satisfaction
• Customer Service Technology
• Customer Service Means More Sales
• A Professional Reputation
• Dos Donts for Salespeople

3
Expected Services

• Product has no defects
• Fair Value for the Price
• Product is available When Where needed
• Honest info in ads from Salespeople
• Exchanges handled Professionally
• Other after-the-sale Services

4
Customer Retention

• When the Buyer is Satisfied with Purchases over
  time
• Expectations of Purchase
• Perceived Purchase Satisfaction
• Repeat Purchases
• Customer Retention

5
Good Service Keeps Customers

• Serve Customers Needs Problems
• Maintain Regular Contact
• Handle Customer Complaints Promptly
• Always DO What You Promise !!!
• Treat Customers as Royalty
• Show Your Appreciation

6
Some Appreciations

• Call When You Suspect a Problem
• Send Clippings of Interest to Customers
• Write Congratulatory Notes to Customers
• Send Holiday Special-occasion Cards
• Send Annual Birthday Cards
• Publish Newsletter
• Communicate with Fax E-mail

7
If You Lose a Customer

• Visit Investigate
• Be Professional
• Be Friendly
• Keep Communicating
• Persistence Works

8
Increasing Sales to Customers

• Have Account Penetration Plan
• Improve Your Distribution
• Keep Merchandise Stocked
• Enhance Shelf Space Positioning
• Assist the Products Users
• Assist Resellers Salespeople
• Demonstrate Your Willingness to Help

9
A Sales Success Secret

• Think Positively and FOLLOW UP
• Plan Carefully .. and FOLLOW UP
• Present Positively and FOLLOW UP
• And Follow Up . and FOLLOW UP
• And Follow Up . and FOLLOW UP
• And Follow Up . and FOLLOW UP
• And Follow Up . and FOLLOW UP

10
Solving Customers Problems

• Get All Relevant Information
• Express Sincere Regret for Problem
• Have Sincere Desire to Help
• Verify Purchase, Warranty, etc.
• Treat Customer with Utmost Respect
• Insure Customer Satisfaction
• Follow Up !

11
A Professional Reputation

• Be Truthful Follow Through
• Know Your Product, Firm Industry
• Speak Well of Others
• Keep Customer Information Confidential
• Avoid Unfair, High-pressure Techniques
• Serve Your Community
• Provide Superior Service to All !!!

12
Seven Sins of Selling

• Lack of Product Knowledge
• Time Wasting
• Poor Planning
• Pushiness
• Lack of Dependability
• Unprofessional Conduct
• Untruthful Optimism
• Dishonesty