1 / 18

adding value and follow up

Adding Value Through Follow-Up An Expert's Viewpoint:. Kelly Osterling, a sales representative for Wallace, develops and maintains relationships with her customers by adding value through follow-up.

ostinmannual
Download Presentation

adding value and follow up

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

    1. Adding Value and Follow – Up Module Nine

    3. Adding Value Through Follow-UpAn Expert’s Viewpoint:

    4. Relationship Enhancers Focus on Long-Term Deliver more than Promised Call Regularly Add Value Keep Communications Lines Open Take Responsibility for Problems

    5. Relationship Detractors Focus on Short-Term Over Promise-Under Deliver Call Sporadically Show Up for Another Order Can Never Reach Salesperson Lie, Exaggerate, Blame Someone Else

    7. Four Sequential Componentsof Effective Follow-up

    8. Relationship Enhancement Activities Providing useful information Expediting orders and monitoring installation Training customer personnel Correcting billing errors Remembering the customer after the sale Resolving complaints

    9. Providing Useful Information

    10. Expediting Orders andMonitoring Installation Track the order Keep the customer informed Demonstrate concern Supervise installation Ensure satisfaction with installation

    11. Training Customer Personnel

    12. Resolving Complaints Build the relationship to the point you customers are comfortable complaining Listen carefully and get the whole story Ask the customer what s/he would like you to do

    13. Resolving Complaints Gain agreement on a solution Take action; educate the customer Follow through on all promises—add value

    14. Other Ways to Add Value Maintain open, two-way communication Expand collaborative involvement Continue to Look for and take advantage of mutual opportunities Provide quality customer service Look for ways to exceed expectations

    15. Customer Expectations & Satisfaction Failure to meet expectations results in dissatisfaction Meeting expectations results in satisfaction Exceeding expectations results in delight

    16. Customer Expectations of Salespeople Warmth and Friendliness Reliability Helpfulness/Assistance Speed or Promptness Assurance Follow-through Empathy Resolution of Complaints, Mistakes, or Defects Tangibles

    17. A Sign in a Small-Town Business Reads: “Service is advertised…service is talked about…but the only time service really counts…is when it is delivered… And We promise your experience with us will be outstanding.”

    18. Developing Service Strategy Ensures salespeople understands their business and its mission Helps salespeople understand their customers and their needs Requires the salespeople to take a strategic approach to managing their territory Helps the salespeople understand how they provide value to their customers their employers

More Related