现代销售学：创造顾客价值(第11版)Manning_11e_15.pptVIP

Learning Objectives Explain how to build long-term partnerships with customer service Describe current developments in customer service List and describe the major customer service methods that strengthen the partnership Explain how to add value with expansion selling Explain how to deal effectively with complaints Six-Step Presentation Plan Approach (Chapter 10) Presentation (Chapter 11) Demonstration (Chapter 12) Negotiation (Chapter 13) Close (Chapter 14) Servicing the Sale Six-Step Presentation Plan Customer Service Encompasses: A variety of activities that take place during and after the implementation of the buying process Three-part process: Follow-through on promises/assurances Follow-up with on-going communication Expansion selling for additional solutions and needs Body Glove Current Developments in Customer Service Important service developments are especially important to business-to-business selling: Diligence Information communication Inducements Sewell’s Customer Service Customer Attrition Causes Customer Service Developments Empathy marks the difference between highly productive salespeople and those that are average Sportsmanship is a service behavior that marks a salesperson’s ability to tolerate setbacks without negativism Customer-friendly, computer-based systems enhance service Servicing the Sale Adding Value with Customer Follow-up On assurances and promises made during sales presentation Key to customer retention Adding Value with Customer Follow-up Common Post-Sale Services: Make credit arrangements Schedule deliveries Be present during delivery Monitor installation Offer training Provide price change information Creating the Lifetime Customer Zero Mountain’s Post-Sale Service Prevent Post-Sale Problems Perform diligent follow-up Know shippers and installers Know credit department A delicate areafor customers Follow-up Objectives Follow-ups have two major objectives: To expre