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

2. Six-Step Presentation Plan
Approach (Chapter 10)
Presentation (Chapter 11)
Demonstration (Chapter 12)
Negotiation (Chapter 13)
Close (Chapter 14)
Servicing the Sale 

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

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. Servicing the Sale
FIGURE
15.2

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

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

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

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. Follow-up Methods Personal visits Telephone calls E-mail messages
Value reinforcement
Telephone calls
messages
Letters or cards
Call reports

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

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

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. Servicing-the-Sale Worksheet
FIGURE
15.3

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

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

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