FREE online courses on Selling Step by Step - Follow Up

 

Overview

 

After a successful close there is still a great deal of work to be done. In order to make the customer satisfied, you have to ensure that the product is delivered at the desired location and at an appropriate time.

 

At times, the customer may desire some minor modifications in the product or service to suit their particular need, you need to fulfill the same and also train the customer how to operate the product properly and safely.

 

Other formalities, which need to be completed in order to make the sale effective, may be as follows:

 

Ø       Delivery of effective after sale service.

 

Ø       Handling of customers complaints
For example: TOYOTA, the makers of the luxury car LEXUS, offers a new car to their customer for their use as a replacement to the car they may have purchased earlier from them till such time as the defects are rectified.

Ø       Sending letters, notes, phone calls, greetings, etc., in order to keep in touch with the customers.

 

Ø       Sending company newsletters to keep customers informed about the latest products or services.

 

Ø       Keeping up the guarantees and warranties.
For example: some of the leading appliance manufacturers offer lifetime guarantee and free repair of many of their appliances.

 

Ø       Asking /inviting suggestions from the customers.
For example: The chairman of Xerox corporation, Mr. Paul Allaire says that he spends a substantial portion of his time with his customers listening to their problems and trying to solve it for them.

 

 

Follow up is of utmost importance since satisfying customer needs will lead to personal satisfaction.