Chapter 15 Presentation Plan and Customer Service

These flashcards cover key concepts related to servicing a sale, post-sale strategies, and customer partnership building.

Step six of the presentation plan

Servicing the sale.

Why is servicing the sale important?

It helps build long-term partnerships and promotes positive word of mouth.

Majority of customers leave after buying something due to:

Poor service, product dissatisfaction, and price.

How can you prevent post-sale problems?

By performing diligent follow-up, knowing shippers or installers, and understanding the credit department.

Some follow-up methods include:

Personal visit, telephone call, email message, letter or card, and call report.

Expansion selling

When a salesperson learns more about the customer and builds a relationship based on trust and respect.

Full line selling

Suggesting related products/services to customers.

Cross selling

Selling products not directly associated with those already sold to an established customer.

Up-selling

The effort to sell better quality products.

Who affects partnership building?

Receptionist, technical personnel, stock clerks, or management personnel.

Indication of customer dissatisfaction

When customers do not initiate a verbal or written complaint.

Post-sale services that ensure a successful sales process include:

Credit card arrangements, scheduling deliveries, ensuring presence during delivery, monitoring installation, offering training, and providing price change information.

Stages in the consultative sales process

4 stages.

B2B service behaviors

Specific actions taken by a business to provide support and value to its business customers.

Importance of following through on promises after a sale

Ensures satisfaction and fulfillment of customer needs.

Creating a satisfied customer leads to:

A potential lifetime partnership.