30 Seconds can make you a lot of Dollars

During an assignment teaching wireless telephone sales professionals, I was observing Dawn, who was relatively new in selling, going through her sales presentation with a customer shopping for twenty telephones for his company. Although she was doing a fine job of asking questions and listening for closing opportunities, it was apparent that the customer had been shopping other wireless telephone stores and was going to continue to shop others before making a buying decision.

At one point when Dawn was away from the customer gathering accessories to show him I suggested she get the customer’s name and phone number. The customer left with all of the information about Dawn’s products and service. An hour later Dawn called the customer saying, “Hi, Mr. James, this is Dawn at ABC Wireless Telephone Co. I want to thank you for giving me the opportunity to show you all the exclusive benefits we offer, and I must apologize as I forgot to tell you about our exclusive 30 day satisfaction guarantee.” Dawn went on to explain all of the benefits of the satisfaction guarantee and highlighted other benefits she had already covered with the customer.

Within one hour the customer was back in the store purchasing his twenty new wireless telephones from Dawn and telling her that although her price was not the lowest he had found, the follow-up telephone call she made to him convinced him she was the salesperson to purchase from.

A follow-up call is a telephone call made to the purchaser of your goods and services within 12 hours of the sale. The reasons for making such a call:

1. Your customer will feel you care about them, thus helping to build a relationship.

2. You find out if the customer is satisfied with your service, your products and your treatment of them. If they are not fully satisfied the follow-up call gives you the opportunity to find out and fix problems. It is much better for you to call the customer and find out the problem than to have them call you complaining or worse. Plus, when you call and correct the problem, they will tell their friends and colleagues what a great person you are to do business with, not the negatives of the problem they were having.


3. When you call you have the opportunity to sell them add-on products and services. These are goods that enhance the products or services you have already sold them. An insurance agent who just sold a client a life insurance policy has the opportunity to sell the client’s spouse a policy with this additional 100% customer- centered contact. My jewelry store sales professionals increased their sales over 20% just by simply mentioning add-on accessories during their follow-up calls.

4. The opportunity is never better to sell a customer additional products as when they have just told you they are completely satisfied with the purchase they have just made. You can mention to them that other items you sell are on sale or going on sale and you want to give them the first opportunity to purchase them at the lower price. Also, if you happened to hear or see them becoming interested in other items you sell while they were buying the item you are calling about, the follow-up call gives you a great opportunity to sell these other items.

5. Follow-up calls are great opportunities for you to ask for referrals and testimonials. The best time to ask a satisfied customer for anything is when they are telling you they are satisfied.

Use follow-up calls to build relationships and gain repeat sales from all of your satisfied customers. A little follow up goes a long way when it comes to making a customer feel important and taken care of.


30 Seconds can make you a lot of Dollars - To learn more about this author, visit Bob Janet's Website.

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