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. 2. Explain how to harness technology to enhance follow-up and buyer-seller relationships. 3. Discuss how to take action to assure customer satisfaction.

Module 9 – Adding Value and Follow–Up Learning Objectives 4. Discuss how to maintain open, two-way communication. 5. Explain how to resolve complaints and encourage critical encounters. 6. Discuss how to expand collaborative involvement. 7. Explain how to add value and enhance mutual opportunities.

Module 9 – Adding Value and Follow–Up Setting the Stage 1.What is the overall product Jim Micklos offers his customers? 2.For Motivation Excellence, Inc., what is the length of the sales cycle and how many steps do they have in that cycle? The Three R’s of Selling: Research, Relationships, and Responsiveness

Module 9 – Adding Value and Follow–Up Relationship Enhancers + Focus on Long-Term + Deliver more than Promised + Call Regularly + Add Value + Keep Communications Lines Open + Take Responsibility for Problems

Module 9 – Adding Value and Follow–Up 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

“We spend too much time and effort learning about our prospects to not follow through and assess satisfaction.” — Darrel Beaty, Ontario Systems

Module 9 – Adding Value and Follow–Up Four Sequential Components of Effective Follow-up 1. Interact 2. Connect3. Know4. Relate

Module 9 – Adding Value and Follow–Up Four Sequential Components of Effective Follow-up 1. Interact 2. Connect 3. Know4. Relate 1. Interact Apply relevant understanding and insight to create value-added interactions with the buyer. Coordinate and interpret information and develop insight regarding buyer’s changing situation, needs, and expectations. Develop and manage contact with multiple influential individuals in the buying organization. Maximize the number of critical encounters with buyer and encourage effective dialogue and involvement. 2. Connect3. Know4. Relate

Module 9 – Adding Value and 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

Module 9 – Adding Value and Follow–Up Providing Useful Information Continue to develop and enhance the relationship after the sale by providing useful information. MailTelephonePersonal Visit

Module 9 – Adding Value and Follow–Up Expediting Orders and Monitoring Installation Track the order Keep the customer informed Demonstrate concern Supervise installation Ensure satisfaction with installation

Module 9 – Adding Value and Follow–Up Training Customer Personnel Ensure customer has access to appropriate training Serve as a training facilitator Ensure satisfaction with training

Module 9 – Adding Value and Follow–Up 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

Module 9 – Adding Value and Follow–Up Resolving Complaints  Gain agreement on a solution  Take action; educate the customer  Follow through on all promises—add value

Module 9 – Adding Value and Follow–Up 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

Module 9 – Adding Value and Follow–Up Customer Expectations & Satisfaction  Failure to meet expectations results in dissatisfaction  Meeting expectations results in satisfaction  Exceeding expectations results in delight

Module 9 – Adding Value and Follow–Up Customer Expectations of Salespeople  Warmth and Friendliness  Reliability  Helpfulness/Assistance  Speed or Promptness  Assurance  Follow-through  Empathy  Resolution of Complaints, Mistakes, or Defects  Tangibles

Module 9 – Adding Value and Follow–Up A Sign in a Small-Town Business Reads: “Service is advertised…service is talked about…but the only time service really counts…is when it is delivered… And We promise your experience with us will be outstanding.”

Module 9 – Adding Value and Follow–Up Developing Service Strategy  Ensures salespeople understand their business and its mission  Helps salespeople understand their customers and their needs  Requires the salespeople to take a strategic approach to managing their territory  Helps the salespeople understand how they provide value to their customers their employers