SKILL
Add Value after the Sale RICHARD BUCKINGHAM
If you sell a top-quality product or service, you may feel you’ve helped your customers just by offering it to them at a reasonable price. True professionals, however, know their customers expect – and deserve – more.
The greatest challenges (and rewards) of selling often come after the sale – when you have a chance to show your customers that, when they sign on the dotted line, they’ll get what they pay for and then some. To earn your customers’ undying loyalty (and their future business and referrals), follow these proven principles of unparal- leled service.
6 | MAY 2019 SELLING POWER © 2019 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.
TAKE RESPONSIBILITY If you hold yourself personally responsible for your customer’s sat- isfaction, you’ll probably work harder to achieve it. Confirm your customer’s order and oversee delivery of your product to ensure it arrives on sched- ule. When delivery is delayed for any reason, keep your customers up- dated on when they can expect their
order. A follow-up call shortly after delivery can confirm the order was correct and that it meets the custom- er’s expectations. Your goal should be to always call on your customers before they call on you.
UNDERPROMISE, OVERDELIVER You might want to impress your cus- tomers by promising to fill their every need on a moment’s notice – but just remember: They’ll be a lot more impressed when you promise a little less and deliver a little more. Be honest about the limitations of you, your product, and your com- pany. If your service team always seems understaffed, don’t guarantee repair service on three hours’ notice. Promise your customers delivery a little later than you’re able to provide it to allow for emergencies. If all goes smoothly, they’ll be impressed with your early service.
SIRTRAVELALOT /
SHUTTERSTOCK.COM
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