Post Sale Follow Up
Post Sale Follow Up
The process of buying has 4 main components that all customers will evolve through. They:
1. Have to be motivated to want to buy from you
2. Make a decision to buy from you
3. Want to feel convinced that they have made the right decision
4. Look for reassured that they are doing the right thing
Once the customer has placed their order, they are at the 2nd stage in the buying process. If a sales person doesn’t provide the relevant reassurance that validates the benefits of their decision, then the likelihood of the customer cancelling their order increases dramatically. This is often referred to as ‘Buyers Remorse.’ Therefore, it’s important to provide tangible demonstrations that the customer has made the right decision. These can include, the use of testimonials, higher initial servicing levels, regular contact and if appropriate training sessions on the areas effected by the introduction of your product or service. There are a number of additional ways that can improve the post sale part of the sales process:
• Set a service agenda for the first 30 days after the sale so that your customer knows exactly what they can expect from you. This may include visits and phone calls at the point when they receive your product or your service begins. This enables you to have established contact frequency at important times when teething problems could occur.
• Ask each customer for their preferences in the way you manage their account and ensure that they have all the contact information for every eventuality.
• After the call, send a hand-written note, thanking them for their business. This is a personal touch that only takes a moment to do, yet leaves the customer feeling valued and special.
• Identify what areas in particular the customer feels is vital to the way you manage their account so that you can pay close attention to these areas.
• Agree up-front how future problems will be handled
• Document all successes and evidence of your value in writing. For example: “I noticed that your delivery was received on time last Thursday and am delighted that you now have our products in stock.”
• Actively ask questions to check their satisfaction. For example, “Was everything as you had expected?” “Is there anything we need to change?” This helps to flush out problems and manages the customer’s expectations so they feel they are genuinely being looked after. If there is a problem, the earlier you know about it, the sooner you can remedy it.
• Resolve any complaints quickly and to the customer’s satisfaction
Post Sale Follow Up - To learn more about this author, visit Nikki Owen's Website.
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New customers have a tendency to evolve through 3 phases once they decide to buy from you. Initially they feel very excited about their decision before going through a learning curve where they may struggle with blending in your products/services. Finally, they begin to experience the value that you provide and the relationship settles down and finds its own balance. During Phase 2 this can be a potentially vulnerable time for a sales person because without the benefit of an established track record, in the face of possible problems, no matter how minor, this is the time when most newly acquired customers are apt to change their mind.
The process of buying has 4 main components that all customers will evolve through. They:
1. Have to be motivated to want to buy from you
2. Make a decision to buy from you
3. Want to feel convinced that they have made the right decision
4. Look for reassured that they are doing the right thing
Once the customer has placed their order, they are at the 2nd stage in the buying process. If a sales person doesn’t provide the relevant reassurance that validates the benefits of their decision, then the likelihood of the customer cancelling their order increases dramatically. This is often referred to as ‘Buyers Remorse.’ Therefore, it’s important to provide tangible demonstrations that the customer has made the right decision. These can include, the use of testimonials, higher initial servicing levels, regular contact and if appropriate training sessions on the areas effected by the introduction of your product or service. There are a number of additional ways that can improve the post sale part of the sales process:
• Set a service agenda for the first 30 days after the sale so that your customer knows exactly what they can expect from you. This may include visits and phone calls at the point when they receive your product or your service begins. This enables you to have established contact frequency at important times when teething problems could occur.
• Ask each customer for their preferences in the way you manage their account and ensure that they have all the contact information for every eventuality.
• After the call, send a hand-written note, thanking them for their business. This is a personal touch that only takes a moment to do, yet leaves the customer feeling valued and special.
• Identify what areas in particular the customer feels is vital to the way you manage their account so that you can pay close attention to these areas.
• Agree up-front how future problems will be handled
• Document all successes and evidence of your value in writing. For example: “I noticed that your delivery was received on time last Thursday and am delighted that you now have our products in stock.”
• Actively ask questions to check their satisfaction. For example, “Was everything as you had expected?” “Is there anything we need to change?” This helps to flush out problems and manages the customer’s expectations so they feel they are genuinely being looked after. If there is a problem, the earlier you know about it, the sooner you can remedy it.
• Resolve any complaints quickly and to the customer’s satisfaction
Post Sale Follow Up - To learn more about this author, visit Nikki Owen's Website.
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David BarrDavid Barr is the President of Venture Opportunities, Inc. David has been a professional business broker/intermediary since 1980 focusing on General Business Brokerage and Mergers and Acquisitions representing client transaction value from $400,000 to $20,000,000. Mr. Barr has handled the sale of over four hundred and fifty companies. David earned a university degree from the State University of New York majoring in economics and business. David holds the Mergers and Acquisition Master Intermediary and the Certified Business Intermediary designations from the International Business Brokers Association. He is also a Senior Business Analyst and a Texas licensed Real Estate Agent. For more information about David and Venture Opportunities, visit www.bizdealmaker.com. - Visit David Barr's Website |
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Joe DagerJoe Dager is President of Business901, a progressive coaching company providing no-nonsense direction in areas such as Lean Six Sigma Marketing and organized referral marketing. What others say: In the past 20 years, Joe and I have collaborated on many difficult issues. Joe’s ability to combine his expertise with “out of the box” thinking is unsurpassed. He has always delivered quickly, cost effectively and with ingenuity. A brilliant mind that is always a pleasure to work with.” - James R. If you want to learn more about Business901, start a conversation with us. We can be found @ Web/Blog: Business901.com Web/Blog: FundingYourNonprofit.com LinkedIn Profile Follow me on Twitter - Visit Joe Dager's Website |
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