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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

Closing sales follow up

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

Closing sales follow up

  • 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