Mike Sigers of Simplenomics has a great post on the 8 Simple Rules For Repeat Sales. I’ve said before how sales and customer service go hand in hand - it’s a fact of life. You can’t have a sale without customer service and your customer service affects your company’s sales.
Here are Mike’s rules:
1) Give them what they asked for - close doesn’t count, exact does. Not once, every time.
2) Deliver quality - don’t bother delivering inferior product.
3) Don’t oversell them - convincing them to take a chance on selling two years worth of product in one years time is the fast lane to being a one-time supplier.
4) Become a valued team member - go above and beyond or don’t go.
5) Keep them informed - let them know about delays, pricing issues and potential problems well in advance of the rumor mongers ( your competition ).
6) Tell the truth - don’t become overly enthusiastic and stretch the truth. Even if it costs you the sale.
7) Show appreciation for past sales - in my industry it’s nice golf courses, 2 hour lunches and leisurely steak dinners.
8) Show interest - either you invest your time thinking about their company and how you can help them or your competitor will.
I agree with you, Maria! In every sale, there's a corresponding service that you give. In fact, I believe, repeat sales highly depend on the kind of service you give along with it.
Posted by: Meikah Delid | August 29, 2006 2:22 AM | Permalink to Comment