13-1 Chapter 13 Follow-Up: The Power of Providing Service That Sells.

Slides:

Advertisements

Similar presentations

Sales Process 1.Preapproach 2.Approach 3.Determining Needs 4.Demonstration/Product Presentation 5.Answering Questions/ Overcoming Objections 6.Closing.

Advertisements

15 Selling Today Servicing the Sale and Building the Partnership

Improving Service Quality and Productivity

Customer Lifetime Value Chapter 4. Lifetime Value Approach When salespeople use the information they have derived and accessed from every contact the.

10-1 Chapter 10 The Presentation: The Power of Solving Problems.

Lifetime customer communication and contact with each of your customers Lifetime tracking and monitoring of your customers’ driving and servicing habits.

Chapter 11 Sales, Distribution, and Customer Relationship Management © 2007 The McGraw-Hill Companies, Inc., All Rights Reserved. McGraw-Hill/Irwin Introduction.

19-1 Chapter Questions What direct channels can companies use? How should companies do direct marketing? When is a sales force useful? How do companies.

Personal Selling and Sales Management

* List and explain the 7 steps of selling * The sales process involves solving your customer’s problems with your product * Sales people play a vital.

Time, Territory, and Self-Management: Keys to Success

Personal Selling and Direct Marketing Chapter 16.

Sales Management and Sales 2.0

Copyright © 2012 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin CHAPTER ONE MANAGEMENT INFORMATION SYSTEMS: BUSINESS DRIVEN.

Time, Territory, and Self- Management: Keys to Success Chapter 14 McGraw-Hill/Irwin Copyright © 2007 by The McGraw-Hill Companies, Inc. All rights reserved.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin 15-1.

MANAGING PEOPLE FOR SERVICE ADVANTAGE

Personal Selling, Relationship Building, and Sales Management

Marketing for Hospitality and Tourism, 3e©2003 Pearson Education, Inc. Philip Kotler, John Bowen, James MakensUpper Saddle River, NJ Chapter 17.

Chapter 12 selling overview Section 12.1 The Sales Function

UNIT F MANAGEMENT OF DISTRIBUTION, PROMOTION, AND SELLING

10-1 Chapter 10 The Presentation: The Power of Solving Problems.

SDM-Ch.2 1 Chapter 2 Personal Selling: Preparation and Process.

Personal Selling and Sales Management

Build Relationships (CRM) Step 7. Objectives  Discuss strategies for maintaining and building a clientele  Explain the importance of after-sale activities.

Lamb, Hair, McDaniel Chapter 17 Personal Selling and Sales Management © Cengage Learning All Rights Reserved.

Chapter 15 Closing the Sale

Copyright  2003 McGraw-Hill Australia Pty Ltd PPTs t/a Marketing 4/e by Quester, McGuiggan, Perrault and McCarthy 1 Part 3: The marketing mix Chapter.

Principles and Practice of Marketing

7-1 The Power of Selling. 7-2 Chapter 7 Prospecting and Qualifying: The Power to Identify Your Customers.

A FRAMEWORK for MARKETING MANAGEMENT

Using Advertising and Promotion to Build Brands

The Power of Selling.

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

Developing and Using a Sales System. Developed To Help TAB Members Achieve Greater Sales And Profits  Uses proven methods that have been used to take.

Closing the Sale and Follow-up

© 2007 The McGraw-Hill Companies, Inc. All rights reserved.

Copyright © 2002 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin 14-1.

Chapter 15 closing the sale Section 15.1 How to Close a Sale

Summary of the chapter. Modern selling is quite different from the structure of primary step in the selling process. the term advance selling techniques.

Marketing: An Introduction Integrated Marketing Communications: Personal Selling and Direct Marketing Chapter Fourteen Lecture Slides –Express Version.

A-STAR week 3 Relationship Selling. “Don’t celebrate closing a sale, Celebrate opening a relationship” - Patricia Fripp.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part Establish and maintain trust with customers. 2.Explain customer relationship.

Copyright © 2013 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/Irwin.

These days… These days companies are making an effort to promote the fact that they are “going green.” Organic and certified food products are selling.

Chapter 17: Selling Satisfies Custome rs Principles of Marketing Mrs. Piotrowski 1.

©2005 Pearson Education Canada Inc.11-1 Chapter 11 Personal Selling.

Customer Satisfaction and Retention Chapter 15.2.

McGraw-Hill/Irwin ©2003. The McGraw-Hill Companies. All Rights Reserved Chapter 18 The Integrated Gaps Model of Service Quality Closing the Customer Gap.

Personal Selling The Nature of Personal Selling

Time, Territory, People and Self-Management: Keys to Success Chapter Dudut Urip Prasetyo

Essentials of Health Care Marketing 2 nd Ed. Eric Berkowitz Chapter 13 Sales and Sales Management.

© 2009 The McGraw-Hill Companies, Inc. All rights reserved.

Integrated Marketing Communications: Sales and Sales Management

The Gaps Model of Service Quality

Chapter 7 Product-Selling Strategies That Add Value.

Creating More Sales Opportunities Your Automated Follow Up System.

ADDING VALUE AND FOLLOW – UP Module Nine. Module 9 – Adding Value and Follow–Up Learning Objectives 1. Explained how to follow up to assess customer satisfaction.

19 PERSONAL SELLING: ETHICS, ISSUES, REQUIREMENTS, AND BASIC SKILLS.

© 2006 The McGraw-Hill Companies, Inc. All rights reserved.McGraw-Hill/Irwin.

THE SELLING PROCESS STEPS IN THE PROFESSIONAL SALES PROCESS.

The Gaps Model of Service Quality

Advantages of Personal Selling Personal selling provides detailed explanation or demonstration of the product. Message can be varied according to motivations.

SELLING AND SALES MANGEMENT MARKETING-SALES INTERACTION & THE ROLE of SELLING.

+ The Sales Process Steps Step 5: Closing the Sale Closing the Sale is obtaining positive agreement from the customer to buy. To close the sale,

12-1 Chapter 12 Closing the Sale: The Power of Negotiating to Win.

Part II SALES FORCE ACTIVITIES

Mktg 2.01 Review Questions.

Chapter 13 Follow-Up: The Power of Providing Service That Sells

Presentation transcript:

13-1 Chapter 13 Follow-Up: The Power of Providing Service That Sells

13-2 Video Ride-Along The video Follow-up features Rachel Gordon, Account Manager at WMGK Radio She discusses the importance of handwritten thank-you notes and other elements that are important to making the sale repeatedly To view the video, Lisa Peskin:

13-3 Chapter Objectives Understand what follow-up entails and why it is so important. Discuss the ongoing nature of follow-up. Understand how customer satisfaction relates to customer loyalty.

13-4 What is Follow-Up? Follow-up entails everything that takes place after the sale is closed from getting signatures on all contracts and paperwork to scheduling delivery Relationship is the key factor in follow-up Follow-up activities vary from company to company and customer to customer

13-5 Why Follow Up? Follow-up makes a relationship grow and prosper Follow-up is how most customers evaluate the performance of the product or service they just bought The best way to make the sale is by the way you handle things after the sale Even after the sale is closed, never consider it as closed

13-6 Plan Your Follow-Up Demonstrate your personal commitment and connection to the customer Deliver as promised Add value to your customer’s business Get feedback Make your customers into fans

13-7 Heroic Recovery It is the response to a service failure that delights the customer It can improve a customer’s perception of the quality of service provided by a salesperson It partially includes taking care of the customer—whatever it takes to make the impact of the service failure right for the customer

13-8 Heroic Recovery Companies and salespeople should view heroic recovery efforts as an investment in customer service perceptions and not as a cost Although, a constant state of heroic recovery is unacceptable to a customer Personal Example: John G. Stockmyer Books: – Customer: Sharon Gaskill (read )

13-9 Zappos Gets It The video Zappos CEO Speaks at Net Promoter ® Conference features Tony Hsieh, CEO Zappos He discusses why Zappos is a fan favorite To view the video,

13-10 Gathering Information (Feedback Loop) It is good to know how satisfied your customers are with your products/services/salespeople, etc. Many ways to measure Net Promoter is the new hot thing.