Module 13 • After-sales service Some examples:
VIDEO: More and more companies in South Africa is introducing customer loyalty programmes:
http://www.youtube.com/watch?v=XblwfaohjyI
VIDEO: Examples of customer loyalty programme: Pick n Pay and Birtish Airways Avios Miles – using your smart shopper card points to travel.
http://www.youtube.com/watch?v=YTa7NyLeh1o
The salesperson can make use of the following guidelines (steps) to obtain and retain customer loyalty: • Show the customer that you care, through regular contact via e-mail, telephone calls, sms, visits.
• Show the customer how important he is, by your willingness to be of service and to do extra personal favours, for example free delivery.
• Show sincere interest by making the customer’s needs and problems your own. The salesperson’s interest in and knowledge of the customer’s business will place him in a position to give advice before problems arise.
• Show your gratitude for his support on a continuing basis. • Develop a pleasant and acceptable personality, for example be polite, show empathy, be friendly toward the customer and his staff and show sincere interest in them.
• Know your customers and their staff. • Keep the customer’s enthusiasm for you, our product and your business. • Keep promises and undertakings. • The salesperson must be reliable. • Use personalised treatment. • The salesperson must be consistent in his approach. • Limit mistakes, for example the wrong or slow execution of orders and carelessness in production and accounts.
• Follow up complaints immediately and act at once, for example get full details and try to find the cause as soon as possible.
• Ask for feedback and take note of customers’ suggestions and recommendations. Customer feedback contributes to acceptable products and services, satisfaction and continued support.
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