Many professionals think the salesperson's job ends after the customer closes the order. On the contrary, that's just the beginning. There's still a lot to do with that lead to maintain higher revenue. This is the job of after-sales within your company.
As the name suggests, it's performed after the sale is completed, but it also aims to improve revenue. Many businesses forget to consider this step and end up missing out on growth opportunities. If you don't want to be part of this group, it's best to start learning about it now!
A loyal customer is one who willingly returns to your company whenever they need the same product or service. This is the case for people who always visit the same favorite clothing store or eat at the same favorite restaurant, etc. Loyal customers are the best way to solidify your customer base, as they provide a more stable income for your business.
The after-sales relationship can also be considered a competitive advantage very strong in various sectors. Companies that continue to serve their customers well, even after the purchase is completed, tend to be preferred by consumers, especially for products that are purchased with some regularity.
This work also reduces a buyer's doubts the next time they have to choose the same service or product. If you've already established yourself with quality after-sales service and remains present in your client's life, it will be much easier for him to choose you, as it will be the most advantageous and safe option.
No customer will come back to you if they forget you exist. That's why so many companies invest heavily in marketing. One way to do this after the sale is to create a customer database and continue offering promotions and services to them regularly. You can even segment these customers and create a group with the highest potential for return. This will help you target your efforts in the future.
The simplest post-sale technique is to create a loyalty and rewards program for these customers. For example, with every "X" purchases, they receive a gift, a free product, etc. The details vary depending on your market, but the idea is that the longer a lead stays with you, the more benefits they receive.
The biggest obstacle to customer loyalty is a salesperson or consultant who doesn't meet their needs. If a customer has had problems with your product or wants to ask questions about your service, the faster the response, the better. This way, you'll be ahead of the competition.
And when a problem arises? See it as an opportunity. Use this moment to demonstrate your commitment to customer satisfaction, strengthen ties, and establish a true partnership with the customer.
By resolving the situation quickly and effectively, the individual will have even more confidence in your company. They'll know they can safely do business again, and this will be another reason for them to recommend your service to others.
The most important thing to note is that, given the aggressive nature of the market, it's impossible not to establish a dignified relationship with customers. Retaining and building loyalty generally requires less investment than acquiring new customers. Therefore, strengthen this effort internally.
Now that you have these tips, you can do the best after-sales work for your company! Think you need more specific tips? Then check out this article about customer loyalty in iron and steel stores.
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