After-Sales Activities [Sales Process Part 9 of 9]

The last step in the sales process happens after the sale. But it is important to understand that there are after-sales tasks that, if they get forgotten or are not done well, will compromise the sale you worked so hard to achieve.
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Sales Skills: A Management Courses Introduction
This book gives a broad introduction to the topic, for managers and professionals who don’t want or intend to specialize in sales and selling. And as a fast start for someone needing to make a start in selling, for whatever reason.
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See below for details
Sales and Selling Skills
This video is part of course module 8.4.1
Program 8: Managing Customers and Clients
Course 4: Sales / Selling Skills
Section 1: The Sales Process
Other videos that describe the Sales Process:
The Sales Process https://youtu.be/iPZNem-Xguw
Sales Prospecting https://youtu.be/m7bQ4wNeZmo
Pre-Sales Activities https://youtu.be/lEBsFG_jqnU
Rapport Building https://youtu.be/aJqduxW2MA4
Opening the Sales Meeting https://youtu.be/gjI7e-DBPH4
Diagnosing the Need https://youtu.be/pAsYVf4E3to
Presenting Solutions https://youtu.be/xf-mhhbL2tk
Handling Objections https://youtu.be/S6JFm46Gfso
Seeking Commitment https://youtu.be/1D1-VC9Ccjk
LESSON NOTES
The five after sales tasks:
1. Payment
2. Delivery
3. Customer care
4. Service and maintenance
5. Cultivate relationship
Payment
What good is the sale, unless you are properly paid for it?
Delivery / Fulfilment
Getting the goods or services to your customer, on time and to their specification is core to getting any customer satisfaction. Work with your customer’s people to arrange this efficiently.
Customer care
And also manage the handover to your customer care team. Now you have a customer, be their advocate within your organization. When they need something, make sure they get it. This way, when they need to by something else, you are their trusted friend.

Service and maintenance
Let your customer know that, if they have any problems at all, to contact you straight away, so you can sort it out.
Cultivate relationship
Don’t wait until things go wrong. Cultivate your relationship. Getting feedback when things are going well creates transference. Psychologically your customer will transfer their feelings of satisfaction onto you, making you their trusted salesperson, with whom they can confidently discuss future needs.
RECOMMENDED EXERCISE
1. Develop an after-sales process for your products or services based on these five components. (4 MC CPD Points)
DOWNLOADS
Free Resources
CPD Tools - https://gum.co/MC-CPD
Paid resources
Management Courses Onboarding Kit - https://gum.co/MC-ObK ($3)
RECOMMENDED READING
There are many books that introduce sales and selling. These are the ones I have, and can recommend:
To Sell Is Human https://geni.us/L2EQmt
The Only Sales Guide You'll Ever Need https://geni.us/AEAVD5
The New Strategic Selling https://geni.us/Zt2Z9n3
SPIN Selling https://geni.us/Ir5xu
The Psychology of Selling https://geni.us/AjR8AA
Links to our book recommendations are affiliated through Amazon and help support our free videos
Managers Need a Basic set of kit to do your job well. Here are my top recommendations: https://kit.co/MikeClayton/manager-s-work-kit (the links are affiliated)
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CHAPTER MARKERS
00:00 - The last step in the sales process: After-sales
00:31 - The five after-sales tasks
01:09 - No. 1 Payment
02:08 - No. 2 Delivery
02:54 - No. 3 Customer Care
03:39 - No. 4 Service and Maintenance
04:38 - No. 5 Cultivate the Relationship
05:39 - Closing remarks
#AfterSales #Sales #SalesProcess