SellingLAP 130

Customer Service in Selling

Go Beyond the Sale

SellingLAP 130

A

B

Explain how customer service facilitates sales relationships.

Identify opportunities to use customer service in facilitating

sales relationships.

Customer Service in Selling

Go Beyond the Sale

A Explain how customer service facilitates sales relationships.

Trey’s customer service experiment

Customer service = key component of selling relationship

Why Learn About Customer Service

in Selling?

A process, not a function

A relationship, not a department

An attitude, set of skills, style of work

Enhances/Facilitates customer’s use of good or service

Customer Service in Selling

Customer Service and Competition

Price and quality are easily matched.

Customer service is where the real competition begins.

Customer Service Expectations

Unique customers, unique expectations

Expectations based on:

• Past experience

•Word-of-mouth

•Advertising

• Individual needs

Benefits of Customer Service

Building profits through

• Partnerships with current customers

• Generating new customers

Identify opportunities to use customer service in facilitating sales relationships. B

Pre-Sale Customer Service

Suggestion selling

Example:

When talking with a customer about a particular guitar, you might suggest a strap to go along with it.

Pre-Sale Customer Service

Providing ample product information

Making promises that can be kept

Order processing

Shipping and delivery

Installation

Warranty issues

Post-Sale Customer Service

Maintenance and repair

Credit / Financing

Technical assistance and support

Customer training

Post-Sale Customer Service

Solicit feedback.

Keep in touch.

Be prompt.

Have a good attitude.

Keys to Customer Service

A big purchase you’d like to make

How could a salesperson help?

Sales contest Lee wants to win

Not sure about shipping

What should he do?

Acknowledgments

Original Developers:

Kerry Winfrey andLelia Ventling, MBAResearch

Version 2.0

Copyright © 2014MBA Research and Curriculum Center

Acknowledgments

Original Developers:

Kerry Winfrey andLelia Ventling, MBAResearch

Version 2.0

Copyright © 2014MBA Research and Curriculum Center

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ThinkStock Photography

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