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Closing Sales – Follow Up. Closing the Sale. TMU 09 Sec 04. TMU 09 Sec 04 – Customer Satisfaction and Retention. What You’ll Learn. Why suggestion selling is important The rules for effective suggestion selling Specialized suggestion selling methods

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closing sales follow up

Closing Sales – Follow Up

Closing the Sale

TMU 09 Sec 04

tmu 09 sec 04 customer satisfaction and retention
TMU 09 Sec 04 – Customer Satisfaction and Retention

What You’ll Learn

  • Why suggestion selling is important
  • The rules for effective suggestion selling
  • Specialized suggestion selling methods
  • The concept of relationship marketing and how it is related to the sales process
effective selling
Effective Selling
  • Maintaining and building a clientele is crucial for future sales
  • The actual sale is just the beginning of a relationship with a customer
  • To keep customers, it is important to make a good impression, get to know your customers, and provide excellent customer service.
suggestion selling
Suggestion Selling
  • Selling additional goods or services to the customer
  • Don’t load customer with unneeded items
  • Sell items that will ultimately save the customer time and money.
benefits of suggestion selling
Benefits of Suggestion Selling
  • Salesperson – increases the sale – makes money & the boss likes you.
  • Customer – makes a purchase that they wanted or needed anyway.
  • Business – increases

your profit.

rules for suggestion selling
Rules for Suggestion Selling
  • Use suggestion selling after the customer has made a commitment to buy, but before payment is made or the order written.
  • Make you recommendation from the customer’s point of view and give at least one reason for your suggestions.
rules for suggestion selling1
Rules for Suggestion Selling
  • Make the suggestion definite -- don’t ask, “Will this be all?” Instead say, “This oil is recommended by the manufacturer.”
rules for suggestion selling2
Rules for Suggestion Selling
  • Show the item you are suggesting – “This purse matches your shoes perfectly.”
rules for suggestion selling3
Rules for Suggestion Selling
  • Make the suggestion positive – negative statements show a lack of enthusiasm and confidence.
suggestion selling methods
Suggestion Selling Methods
  • Offer Related Merchandise
  • Sometimes called “Cross-Selling”
  • (The easiest method to use)
suggestion selling methods1
Suggestion Selling Methods
  • Recommending Larger Quantities
  • Often referred to as “Up-Selling”
suggestion selling methods2
Suggestion Selling Methods
  • Calling Attention to Special Sales Opportunities – Inform your customer of the arrival of new merchandise.
maintaining and building a clientele

Maintaining and Building a Clientele

Making a sale is the first step in maintaining and building a clientele.

after sales activities
After-Sales Activities
  • Order Processing – Work quickly, leave your business card
  • Departure – before your customer leaves:
    • Reassure the person of his or her wise choice
    • Remind customer of any special care needed
    • Always thank your customer
    • Invite back into the store or permission to call
after sales activities1
After-Sales Activities

Order Fulfillment

  • Retail store -- fulfillment is a simple process of the customer paying for merchandise and carrying it away.
  • E-Commerce, mail order, or telemarketing sales are more complicated. E-commerce success depends on having the right fulfillment strategies.
    • Order
    • Financial processing (credit card information)
    • Picking the right product
    • Packing it well
    • Shipping according to the customer’s preference

After-Sales Activities

  • Follow-Up – make arrangements to follow through on all promises made
    • Check shipping & delivery dates
    • Phone the customer to see if they are happy
    • Send a thank-you note if appropriate
after sales activities2
After-Sales Activities
  • Customer Service
    • Some firms have customer service departments
    • Handling complaints is crucial
    • The main goal is customer satisfaction
  • Keeping a Client File
    • Immediately after the sale plan for you next encounter with a customer
    • Take notes on you conversation
    • Record preferences such as color, style, and size
Evaluation – sometimes a formal survey or the salesperson informally evaluates.
    • What were the strong points?
    • What did you do wrong?
    • How could you improve?
    • What would you do differently next time?
    • What can you now do to solidify your relationship?
customer relationship management crm
Customer Relationship Management (CRM)
  • Involves finding customers and keeping them satisfied.
  • Nurtures customer relationships
  • Technology plays a role with customized software
  • Maintain contact with sales accounts
  • Maintain relationships
  • Develop customer loyalty
  • Offer customer reward programs