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Importance of After-Sales Service

After-sales service is crucial for ensuring customer satisfaction and loyalty through follow-up activities such as thank you calls and addressing complaints. Effective follow-up can be planned using various information sources, and businesses should actively seek customer feedback to prevent and handle complaints. Retaining customer loyalty involves consistent communication, minimizing errors, and promptly addressing any issues that arise.

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86 views5 pages

Importance of After-Sales Service

After-sales service is crucial for ensuring customer satisfaction and loyalty through follow-up activities such as thank you calls and addressing complaints. Effective follow-up can be planned using various information sources, and businesses should actively seek customer feedback to prevent and handle complaints. Retaining customer loyalty involves consistent communication, minimizing errors, and promptly addressing any issues that arise.

Uploaded by

borakewhitefeet
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd

AFTER-SALE

SERVICE
MODULE 13
THE FINAL STEP (7) IN THE
SELLING PROCESS IS AFTER-
SALES SERVICE
1. THE IMPORTANCE OF AFTER-SALES SERVICE
After-sale service include follow-up visits/calls to make sure the customer is satisfied with the
product as well as dealing with complaints.
2. WHY MUST CUSTOMERS BE FOLLOWED UP?
 To ensure customers satisfaction, make sure customer feel important, to ensure customer
loyalty, to build strong long-term relationship with customers, to handle complaints/enquiries.
3. WHICH FOLLOW-UP ACTIVITIES ARE NECESSARY?
 Thank the customer
 Confirm delivery details of the product
 Follow up to ensure continued satisfaction
 Follow up to determine future needs
 Adjust to order (continue on page 107)
4. THE PLANNING AND EXECUTION
OF FOLLOW-UP ACTIVITIES
Information sources for planning follow-up activities;
 Personal observation during visits to the customer
Information conversation- with the customer and his staff may also
provide clues for follow ups.
Questionnaires to the customer
Information obtained from the customer’s other suppliers
Formal meetings- with the customer and his staff to identify
problems that may exist.
5. PREVENTING CUSTOMER
COMPLAINTS
The most successful businesses have constructive mechanism to facilitate customer
feedback:
Social networks- social networks are very beneficial in interacting with the
business’s customers and gaining feedback.
Questionnaires are an important aid to obtaining feedback on products and
services
Another source of feedback for businesses is via their salespeople
Live chats
6. HANDLING COMPLAINTS
Complaints must be followed up immediately. Complaints and any dissatisfaction
passed through to management must be followed up quickly to ensure quick action.
7. FOLLOWING UP ON INACTIVE CUSTOMERS

An inactive customer is a customer who has stopped buying.


Reasons why customers do not buy from a specific supplier any longer. The problem could be:
 The product, for example outdated
 Packaging might be inconvenient
 The results of a misunderstanding, delivery or distribution problems
 Competitors lower prices
 Poor salesmanship in terms of approaching or handing of objections by sales staff and invoicing error.
The salesperson should ask himself the following questions (refer to page 110)
8. HOW IS CUSTOMET LOYALTY RETAINED?
The salesperson can make use of the following guidelines (steps) to obtain and retain customer loyalty:
 Show customer that you care, through regular contact via email, telephone calls.
 The salesperson must be consistent in his approach
 Limit mistakes
 Follow up complaints immediately
 Ask for feedback and take note of customers' suggestions and recommendations
CONTINUE ON PAGE (111)

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