Follow Through Chapter 13

1
Follow Through Chapter 13

• The Fourth and Last phase of the selling process
• Assuring Customer Satisfaction

2
Continual Service

• Service
• Maintaining
• expanding

3
Service Responsibility

• Ethical and professional obligation
• Value is extensive and obliged
• Liaison between your company and client
• Provider of knowledge to solve problems
• Accessible, consistent, security

4
Between Confirmation and Implementation

• Discuss, set goals and expectations
• Be specific, be measurable and realistic
• Determine time for evaluation

5
Maintaining Customer Satisfaction

• Major stumbling blocks
• 1. Selective perception
• 2. User error
• 3. Buyers remorse

6
Handling Customer Complaints

• 1. Dont procrastinate
• 2. Admit mistakes and apologize
• 3. Show compassion for customer
• 4. Listen actively
• 5. Dont pass the blame

7
Nurturing the Customer

• Dont ignore your prize account
• Cant afford to give up the time and invested
  in relationship

8
Signs of Discontent

• Annual or periodic reviews
• Account
• Industry
• Competitors
• Company strengths and weakness
• Private and customer evaluations

9
Reanalyzing Benefits

• Reclassify and Prioritize accounts
• Gain insight to new markets
• Reduce overlap and inefficient territory
  management

10
Balancing Growth and Service

• Service current accounts
• Developing new prospects
• Converting prospects to active accounts

11
Assurance of Satisfaction

• Communication
• Sensitivity to needs of others
• Commitment to grow together
• Exert extra measures of effort