The goal of sales representatives throughout the sales process is to establish trust and a solid relationship with customers. Great sales reps maintain and build that trust long after the initial sale is over.Maintaining the customer relationship leads to greater consumer happiness and, eventually, to even more business. While this benefits the business, it also has significant advantages for the customers. After-sale service is typically geared towards ensuring the customers continue to get the most out of the product/service. Providing customers with excellent follow-up services gives them extra value, while also giving the company more trusted people to provide feedback on their new services.
During the selling process, it’s important for sales reps to provide a good introduction of their company to the potential customers. Building an honest and positive relationship from the get-go will set the stage for positive after-sales relationships and satisfied customers. After the sale is over, sales reps should continue to check in to discuss the customer’s experience thus far. Customers will acknowledge the effort put in to check in on their happiness, leaving them satisfied and less likely to leave. For example, one way Family Life Publications builds a strong relationship with advertisers is by contacting them each month for ad changes. Our job is to help grow your business by ensuring that your ads are current and up-to-date. We are here for your print advertising campaign and to help you in any way we can. This is one of the reasons we are able to boast a 98% advertiser retention rate.
Another benefit of a long-lasting, positive relationship with customers is referrals. If a customer has had a fantastic experience with the business, they may tell their friends and colleagues about their experience, sending more potential customers to that business. Building a strong relationship from the start of the sale and following through afterwards further ensures the happiness of a business’s customers and provides many new opportunities for additional sales.
Sources: InsightSquared.com/2014/09/after-the-deal-maintaining-the-customer-relationship/InfusionSoft.com/after-sales-service
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