Adding Value and Follow – Up.ppt

Adding Value and Follow – Up Module Nine Adding Value Through Follow-UpAn Expert’s Viewpoint: Adding Value Through Follow-UpAn Expert’s Viewpoint: Relationship Enhancers Focus on Long-Term Deliver more than Promised Call Regularly Add Value Keep Communications Lines Open Take Responsibility for Problems Relationship Detractors Focus on Short-Term Over Promise-Under Deliver Call Sporadically Show Up for Another Order Can Never Reach Salesperson Lie, Exaggerate, Blame Someone Else Four Sequential Componentsof Effective Follow-up Relationship Enhancement Activities Providing useful information Expediting orders and monitoring installation Training customer personnel Correcting billing errors Remembering the customer after the sale Resolving complaints Providing Useful Information Expediting Orders andMonitoring Installation Track the order Keep the customer informed Demonstrate concern Supervise installation Ensure satisfaction with installation Training Customer Personnel Resolving Complaints Build the relationship to the point you customers are comfortable complaining Listen carefully and get the whole story Ask the customer what s/he would like you to do Resolving Complaints Gain agreement on a solution Take action; educate the customer Follow through on all promises—add value Other Ways to Add Value Maintain open, two-way communication Expand collaborative involvement Continue to Look for and take advantage of mutual opportunities Provide quality customer service Look for ways to exceed expectations Customer Expectations Satisfaction Failure to meet expectations results in dissatisfaction Meeting expectations results in satisfaction Exceeding expectations results in delight Customer Expectations of Salespeople Warmth and Friendliness Reliability Helpfulness/Assistance Speed or Promptness Assurance Follow-through Empathy Resolution of Complaints, Mistakes, or Defects Tangibles A Sign in a Small-Town Business Reads: “Service is advertised…service is talked