adding value and follow – up module nine. module 9 – adding value and follow–up learning...
DESCRIPTION
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.TRANSCRIPT
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 Componentsof Effective Follow-up
1. Interact 2. Connect
3. Know4. Relate
Module 9 – Adding Value and Follow–Up
Four Sequential Componentsof Effective Follow-up
1. Interact 2. Connect
3. Know4. Relate
1. InteractApply 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.
Telephone
Personal Visit
Module 9 – Adding Value and Follow–Up
Expediting Orders andMonitoring 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