Build Relationships (CRM) Step 7

Objectives  Discuss strategies for maintaining and building a clientele  Explain the importance of after-sale activities and customer service  Discuss what salespeople can do to plan for future sales

Maintaining and Building a Clientele  Necessary for repeat sales  Businesses need in order to be successful  Satisfied customers help generate new customers  Costs more to find new customers than keep current customers satisfied

After Sales Activities  Order Processing  Retail  Bag the merchandise with care, some may require individual wrapping  Work quickly to bag merchandise & complete payment process  Organizational  Complete paperwork quickly & accurately  Review the order with customer & leave a copy of the order along with your business card

After Sales Activities  Departure  Take the time to educate customers about special care instructions  When selling new vehicles, this is when you should show how to work the GPS and other electronic devices  Always thank customers, even when they don’t buy, invite customers back, request permission to call back in the future

After Sales Activities  Order Fulfillment  Organizational  Salespeople may inform the shipping department if part of an order is to be shipped to different locations or different times  May speak directly to manufacturing manager regarding names being embroidered on uniforms  Retail  The customer pays for the merchandise

After Sales Activities  Follow-Up  Making arrangements to follow through on all promises made during the sales process  Phone the customers a week after the purchase to see if they are happy with it  Call the customer and explain any delays  Send a thank-you note with your business card attached

Customer Service  Needed to keep customers happy  Offering Special Services  Designed to keep customers loyal by providing ongoing communications  & Social Media  Inform about new products  Facebook/Twitter comments usually get responses back from the company

Customer Service  Online Customer Support  Offer answers to FAQs on their website  Sometimes an online chat session can take place for people that have questions/problems  Special Retail Services  Bridal Registry & baby shower registry  Can select items that are liked/needed and people can purchase them as gifts

Customer Service  Handling Customer Complaints  Many companies have 800 numbers to help handle complaints  You may have to replace a product or give a full refund  The main goal is customer satisfaction  Organizational  Problems should be sent to the sales rep that worked with the customer

Planning Future Sales  Keeping a Client File  Make notes on the customers likes/dislikes, favorite colors, styles, etc.  Organizational Selling  Record marital status, children, and hobbies to help with future sales visits  Evaluate Your Sales Efforts  What were strong points of sales presentation?  How could you improve your performance?  What would you do differently next time?  What can you do now to solidify your relationship with your customer if you made the sale?

 What kind of information might a clothing boutique salesperson keep on customers?