Service and
Follow-Up for

The Tree of
Business Life:
Service

Importance

Follow-up -> by maintaining
contact with a customer (or
prospect) in order to evaluate
the effectiveness of the product
and the satisfaction of the
customer is the answer.
Words Of Sales Wisdom
Before: Main Goal = Sell

Sales Proverbs
First, what is a proverb?
-It is a short, wise, easy-to-learn saying that
calls a person to think and act.
Some are:
-Customer choice between suppliers has never
been greater.
-You lose X percent of sales or customer per
year.
-People do not care how much you know until
they know how much you care.
-You do business with the one you trust and you
trust the one you know.
-80 percent of your profits comes from about 20
percent of your customers.
-Obtaining new customers and selling more

Knowledge vs Wisdom
Knowledge – Having the
facts
Wisdom – applying the
facts

If the salesperson is to have
a privilege of selling again,
customers must answer
positively to these:
1.Can I trust this person?
2.Did the product and
salesperson do what was
presented?

Buildi
ng a
Long-
Term
Busin
ess
Frien
dship

Business friendship is just
like the personal
friendships you have.
there are 3 levels:
Level 1: acquantances
Level 2: Friends
Level 3: Intimate friends

What usually happens before becoming
friends?
- Self-disclosure
-Acknowledgment
3 steps to acknowledgment
1. Repeat back
2. Don’t invalidate
3. Don’t try to change
-Attending / Listening
-Talking

Relationship Marketing and
Customer Retention

• Transaction Selling –
does not contact the
customer again
• Relationship Selling –
seller seeks further
needs of the
customer
• Partnering – seller

“Becoming a partner takes
time just as developing an
intimate friendship does.”

The
Produc
t
and
Its
Service

• Product
• Price
• Place
• Promotion
• Exchange Transaction
• After the Sale

Customer
Satisfact
ion and
Retentio
n

Customer Service
- activities and
programs the seller
provides to make
the relationship
satisfying for the

Excellent
Customer
Service…
…Requires

“Excellent service
and satisfaction
require
technology.”

Service
Can
Increase
Sale
But how?

• You increase sales by
obtaining new customers
and selling more to
present customers
• Satisfied customers will
provide customer
referrals
• Thus very important to
service for

• “Sales come
from
present and
new
customers.
Salespeople
are
constantly
involved in
follow-up
and service,

The Circular
Relationship in
Managing a Sales
Call

Turn it into
a sale!!!

- Convert follow-up
and service
situations into sales
- Follow-up and
service help satisfy

Accoun
t
Penetr
ation Is
a

Service
can keep
your…

- Concentrate on
improving your account
penetration
- Contact new accounts
frequently on a regular
schedule
- Handle customer’s
complaints promptly
- Always do what you say

You lose a customer –
keep on trucking

How to regain lost
customers
- Visit and
investigate
- Be professional
- Don’t be

Returned
Goods make
you a hero

• Carefully examine the
merchandise you have sold
to see if it is old, out-of-
date, or unusable due to
damage. If these defects
exist, the salesperson
should cheerfully return
the merchandise following

Handle
complaints
fairly

Reasons for Dissatisfaction
• The product delivered is a different size,
color, or model than the one ordered.
• The quantity delivered is less than the
quantity ordered.
• Product does not arrive by the specified
date.
• Discounts agreed are not rendered.
• The product does not have a feature that
the customer believed it would.
• The product is not of the specified grade
or quality

• Many academic and industry
people say yes and the book
says that the salesperson puts
the interest of the customers
first.
• Always is the keyword in the
phrase. It means that the
customer is right all the time
• It is not true because there are
cases when customers could
ask salespeople to act

Build a professional
reputation

- Be truthful and follow through on w
hat you tell the customer.
- Maintain an intimate knowledge of yo
ur firm, its products, and your industry
. Participate in your company’s sales tr
aining and take continuing edu- cation co
urses.
- Speak well of others, including your
company and competitors.
- Keep customer information confidenti
al; maintain a professional relationshi
p with each account.
- Never take advantage of a customer b

Do’s and Don’ts
for business
Salespeople

Do’s
-Willingness to go to bat for the buye
r within the supplier’s form
-Thoroughness and follow-through aft
er the sale
-Knowledge of the firm’s product line
-Market knowledge and willingness to
“keep the buyer posted”
-Imagination in applying one’s products
to the buyer’s needs
-Knowledge of the buyer’s product lin
e
-Preparation for sales calls

Don’ts
“Seven deadly sins of busin
ess selling”

The Path to Sales Success: Seek
, Knock, Ask, Serve
Remember to:
Seek customers to serve and y
ou will find them.
Knock and people will open th
eir doors.
Ask and people will buy.