1. Adding Value and Follow – Up Module Nine

2. Relationship Enhancers + ___________ on Long-Term + Deliver __________ Promised + Call ____________ + _____________ + Keep ____________________ Open + ___________________ for Problems

3. Relationship Detractors − Focus on _____________ − ______ Promise -_________ Deliver − Call ___________ − Show Up for Another Order − Can ________________ Salesperson − _______, _______, _______ Someone Else

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

5. Four Sequential Components of Effective Follow-up 1. _______ 2. _______ 3. _______ 4. _______

6. Relationship Enhancement Activities Providing ________________Providing ________________ ___________ orders and monitoring installation___________ orders and monitoring installation Training customer personnelTraining customer personnel Correcting billing errorsCorrecting billing errors _______________ the customer _____ the sale_______________ the customer _____ the sale ___________ complaints___________ complaints

7. Providing Useful Information Continue to ________ and _________ the relationship after the sale by providing useful information. Personal Visit Telephone Mail E-mail

8. Expediting Orders and Monitoring Installation __________ the order__________ the order Keep the customer ____________Keep the customer ____________ Demonstrate __________Demonstrate __________ Supervise installationSupervise installation _______ satisfaction with installation_______ satisfaction with installation

9. Training Customer Personnel Ensure customer has access to appropriate trainingEnsure customer has access to appropriate training Serve as a ___________________Serve as a ___________________ Ensure satisfaction with trainingEnsure satisfaction with training

10. Resolving Complaints Build the relationship to the point you customers are comfortable __________Build the relationship to the point you customers are comfortable __________ ____________ and get the whole story____________ and get the whole story Ask the customer what s/he would like you to doAsk the customer what s/he would like you to do

11. Resolving Complaints _____________________ on a solution_____________________ on a solution _____________; educate the customer_____________; educate the customer ______________ on all promises—add value______________ on all promises—add value

12. Other Ways to Add Value Maintain open, two-way communicationMaintain open, two-way communication Expand _______________ involvementExpand _______________ involvement Continue to Look for and take advantage of mutual opportunitiesContinue to Look for and take advantage of mutual opportunities Provide quality _________________Provide quality _________________ Look for ways to ____________________Look for ways to ____________________

13. Customer Expectations & Satisfaction ________ to meet expectations results in _____________________ to meet expectations results in _____________ _______ expectations results in _______________ expectations results in ________ _________ expectations results in _______________ expectations results in ______

14. Customer Expectations of Salespeople Warmth and FriendlinessWarmth and Friendliness ReliabilityReliability Helpfulness/AssistanceHelpfulness/Assistance Speed or PromptnessSpeed or Promptness AssuranceAssurance Follow-through Empathy Resolution of Complaints, Mistakes, or Defects Tangibles

15. 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.”

16. Developing Service Strategy Ensures salespeople understand their business and its missionEnsures salespeople understand their business and its mission Helps salespeople understand their _________ and their _______Helps salespeople understand their _________ and their _______ Requires the salespeople to take a _________ approach to managing their territoryRequires the salespeople to take a _________ approach to managing their territory Helps the salespeople understand how they ___________ to their customers their employersHelps the salespeople understand how they ___________ to their customers their employers