After-Sales Activities [Sales Process Part 9 of 9]

Summary

This video emphasizes the importance of after-sales tasks in the sales process, which are often overlooked. It outlines five key tasks: ensuring payment is received, delivering products or services on time, managing customer care relationships, providing timely service and maintenance, and cultivating ongoing relationships. The video stresses the salesperson's responsibility in managing these tasks to maintain customer satisfaction, enhance reputation, and foster repeat business. Ultimately, the after-sales process is critical for not only sustaining customer trust but also ensuring future sales opportunities.

Takeaways

• 😀 After-sales tasks are essential for maintaining the sale's value and ensuring customer satisfaction.
• 😀 Payment is the first after-sales task and should be handled carefully to avoid damaging the customer relationship.
• 😀 Salespeople should take responsibility for ensuring that payment is received, even if there are dedicated payment teams.
• 😀 Timely and efficient delivery is key to customer satisfaction and future repeat sales.
• 😀 The salesperson should work closely with the delivery team to ensure smooth and timely delivery.
• 😀 Customer care involves handing over the relationship to the customer care team and ensuring that customers receive the best service.
• 😀 As an advocate, the salesperson should ensure customers get the necessary support and care after the sale.
• 😀 Service and maintenance should be proactively managed to ensure rapid response in case of issues, protecting the relationship and business reputation.
• 😀 Salespeople should let customers know they can contact them directly for any issues, ensuring quick solutions and continued trust.
• 😀 Cultivating relationships with customers even when things are going well helps strengthen the bond and paves the way for future sales.
• 😀 The after-sales process is crucial not only for maintaining a positive reputation but also for ensuring future sales through customer trust and satisfaction.

Q & A

Why is the after-sales process considered just as important as the initial sale?

The after-sales process is crucial because it helps maintain customer satisfaction, encourages repeat business, and builds long-term relationships, which ultimately lead to more sales. Without effective after-sales service, the initial sale may not have lasting value.

What role does the salesperson play in the payment process?

While payment receivable departments may handle the technicalities, the salesperson is responsible for ensuring payment is collected. They have the direct relationship with the customer and can act as an advocate to ensure smooth payment processing.

How can the salesperson ensure timely delivery of goods and services?

The salesperson should collaborate closely with the customer and the delivery team to ensure that goods and services are delivered on time and in the promised manner. They should act as the advocate between the customer and delivery team.

What is the importance of customer care in the after-sales process?

Customer care is essential because it ensures that customers feel supported after the sale. The salesperson should transfer the relationship to the customer care team but continue to act as the customer's advocate to ensure they receive the best service.

Why should a salesperson stay involved in the service and maintenance process?

A salesperson should remain involved in the service and maintenance process because it strengthens the relationship with the customer. Ensuring that any issues are addressed quickly and efficiently will help protect the business's reputation and encourage repeat sales.

How can a salesperson cultivate a long-term relationship with the customer?

A salesperson can cultivate a relationship by being proactive in staying in touch with the customer, checking in on their satisfaction, and offering continued support. This builds trust, and the customer is more likely to return for future purchases.

What should a salesperson do if a customer needs something after the sale?

The salesperson should ensure the customer gets what they need quickly by acting as the customer's advocate. They should work with the relevant departments to address the customer's concerns efficiently and with a personal touch.

Why is it important to avoid heavy-handed payment chasing?

Heavy-handed payment chasing can damage the relationship with the customer. Instead, the salesperson should maintain a professional and respectful approach to ensure payment without compromising the customer experience.

What are the benefits of building relationships with customers during positive interactions?

Building relationships during positive times strengthens customer trust and satisfaction. By reminding customers of the excellent service they received, the salesperson can reinforce their role as a reliable point of contact for future needs.

How does the after-sales process contribute to repeat sales?

The after-sales process contributes to repeat sales by ensuring customer satisfaction, offering support when needed, and cultivating trust. Happy customers are more likely to return for future purchases and recommend the business to others.