1. Selling LAP 130 Customer Service in Selling Go Beyond the Sale

2. Selling LAP 130 A B Explain how customer service facilitates sales relationships. Identify opportunities to use customer service in facilitating sales relationships. Customer Service in Selling Go Beyond the Sale

3. A Explain how customer service facilitates sales relationships.

4.  Trey’s customer service experiment  Customer service = key component of selling relationship Why Learn About Customer Service in Selling?

5.  A process, not a function  A relationship, not a department  An attitude, set of skills, style of work  Enhances/Facilitates customer’s use of good or service Customer Service in Selling

6. Customer Service and Competition  Price and quality are easily matched.  Customer service is where the real competition begins.

7. Customer Service Expectations  Unique customers, unique expectations  Expectations based on: Past experience Word-of-mouth Advertising Individual needs

8. Benefits of Customer Service  Building profits through Partnerships with current customers Generating new customers

9. Identify opportunities to use customer service in facilitating sales relationships. B

10. Pre-Sale Customer Service  Suggestion selling Example: When talking with a customer about a particular guitar, you might suggest a strap to go along with it.

11. Pre-Sale Customer Service  Providing ample product information  Making promises that can be kept

12.  Order processing  Shipping and delivery  Installation  Warranty issues Post-Sale Customer Service

13.  Maintenance and repair  Credit / Financing  Technical assistance and support  Customer training Post-Sale Customer Service

14.  Solicit feedback.  Keep in touch.  Be prompt.  Have a good attitude. Keys to Customer Service

15.  A big purchase you’d like to make  How could a salesperson help?

16.  Sales contest Lee wants to win  Not sure about shipping  What should he do?

17. Acknowledgments Original Developers: Kerry Winfrey and Lelia Ventling, MBA Research Version 2.0 Copyright © 2014 MBA Research and Curriculum Center Acknowledgments Original Developers: Kerry Winfrey and Lelia Ventling, MBA Research Version 2.0 Copyright © 2014 MBA Research and Curriculum Center

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