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15-1 Servicing the Sale and Building the Partnership Selling Today 10 th Edition CHAPTER Manning and Reece 15.

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Presentation on theme: "15-1 Servicing the Sale and Building the Partnership Selling Today 10 th Edition CHAPTER Manning and Reece 15."— Presentation transcript:

1 15-1 Servicing the Sale and Building the Partnership Selling Today 10 th Edition CHAPTER Manning and Reece 15

2 15-2 Six-Step Presentation Plan 1.Approach (Chapter 10) 2.Presentation (Chapter 11) 3.Demonstration (Chapter 12) 4.Negotiation (Chapter 13) 5.Close (Chapter 14) 6.Servicing the Sale

3 15-3 Customer Service Encompasses all activities that: Enhance or facilitate the sale and use of one’s product or service Take place during and after the implementation stage of the buying process

4 15-4 Building Long-term Partnerships with Service Achieve successive sales via partnering/building the relationship Respond to increased _______ customer expectations High cost of customer __________ Keep current on developments in customer service

5 15-5 Customer Attrition Causes 50 to 70% POOR SERVICE 12 to 15% PRODUCT DISSATISFACTION 10 to15% PRICE

6 15-6 Customer Service Developments Salespeople must spend more time monitoring customer satisfaction Customer knowledge is key to improving customer service Customer-friendly, computer-based systems enhance service

7 15-7 Servicing the Sale FIGURE 15.2

8 15-8 Follow-Through On assurances and promises made during sales presentation Key to customer retention

9 15-9 Common Post-Sale Services Make credit arrangements Schedule deliveries Be present during delivery Monitor installation Offer training Provide price change information

10 15-10 Prevent Post-Sale Problems Perform diligent ____________ Know shippers and installers Know credit department A delicate area for customers

11 15-11 Follow-up Objectives Follow-ups have two major objectives: To express appreciation—which enhances relationship To determine if customer is ___________ Poor service and lack of follow-up are common causes of customer attrition

12 15-12 Follow-up Methods Personal visits Value reinforcement Telephone calls messages Letters or cards Call reports

13 15-13 Expansion Selling Full-line selling Cross-selling Upselling

14 15-14 Full-Line Selling Suggest related products/services to customer (suggestion selling) Done correctly, provides value-added service Guidelines: Plan during _____________ First satisfy primary need Thoughtful, positive ____________ When appropriate, _____________

15 15-15 Cross-Selling Selling products not related to those already sold to ___________ customer Buyers like single-source ____________ Most effective when salesperson/customer enjoy true ______________

16 15-16 Upselling Effort to sell better quality product Works best when: Established relationship exists—built on trust Salesperson continuously qualifies prospect Most customers want the right purchase over the least expensive

17 15-17 Servicing-the-Sale Worksheet FIGURE 15.3

18 15-18 Partnership Building Should encompass all key people Receptionists Technical personnel Stock/receiving clerks Management personnel

19 15-19 Unhappy Customers Often do not initiate written or verbal complaints Dissatisfied customers often tell many others about problem

20 15-20 Handling Complaints Let customers disclose ___________ Carefully _________ to customer Complaint may be real or perceived Do not alibi Share your view of problem’s cause Decide on _________ to remedy


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