Slide 1Service and Follow-up for Customer RetentionSlide 3Main TopicsSlide 5Slide 6The Tree of Business Life: ServiceExhibit 13-1: Only Through Truth Can Trust Be Supported to Bridge the Gap Between PeopleThe Importance of Service and Follow-UpCorrect! Service Refers To:What Is the Difference between Service and Follow-Up?Words of Sales Wisdom and Sales ProverbsWhat Do These Sales Proverbs Mean to a SalespersonWhen Does the Business Relationship Begin?Which of the Following Is the Purpose of the Sales Call? Is it:Now You Have it! The Purpose Is to:Is Being More Concerned For Helping Someone than Making the Sale Hard for Most People?Exhibit 13-2: If Customers are Truly Important, Their Needs Come FirstPutting the Customer First Requires Salespeople to Have Personal Characteristics That Allow Them to:How Would You Answer these Questions:Once Again, Are You:These Personal Characteristics Are Important if You Want to:Building a Long-Term Business FriendshipThe Three Levels of FriendsExhibit 13-3: Trust and Wisdom in a Relationship Grow Over TimeTo Move up in Levels of Friendship Requires:Relationship Marketing and Customer RetentionHow Does Relationship Marketing Build Friendships?The Product and Its Service ComponentPeople Buy the Product Plus What?Slide 31Here Are Several Expected ServicesIn a Business Friendship, How Can You:Customer Satisfaction and RetentionExhibit 13-4: Customer Retention Occurs When the Buyer is Satisfied with Purchases Over TimeExcellent Customer Service and Satisfaction Require TechnologySo, How Does Service Increase Your Sales?Exhibit 13-5: Sales Come From Present and New CustomersThe Circular Relationship in Managing a Sales CallTurn Follow-up and Service Into a SaleAccount Penetration is a Secret to SuccessService Can Keep Your CustomersYou Lose a Customer–Keep on TruckingIncreasing Your Customer’s SalesIncreasing Your Customer’s Sales, cont…Returned Goods Make You a HeroHandle Complaints FairlyIs the Customer Always Right?The Author of Your Textbook Feels the Customer is Not Always RightHow Does One Know What is Right or Wrong in a Business Setting?Dress in Your ArmorWhat is Meant by “Dress in Your Armor”?Your Armor Consists of:Build a Professional ReputationBuild a Professional Reputation, cont…Exhibit 13-9: A Super Sales Success SecretDo’s and Don’ts for Business SalespeopleDo’s and Don’ts for Business Salespeople, cont…The Path to Sales Success: Seek, Knock, Ask, ServeExhibit 13-10: The Seven Deadly Sins of Business SellingExhibit 13-11: B.J. Hughes’ Checklist of Do’s and Don’ts Help It to Be a Customer-Oriented CompanySummary of Major Selling IssuesSummary of Major Selling Issues, cont…Service and Follow-up for Service and Follow-up for Customer RetentionCustomer RetentionService and Follow-up for Service and Follow-up for Customer RetentionCustomer RetentionChapterChapter13ChapterChapter13Main TopicsMain TopicsMain TopicsMain TopicsThe Business Tree of Life: ServiceThe Importance of Service and Follow-UpBuilding a Long-Term Business FriendshipRelationship Marketing and Customer RetentionThe Product and Its Service ComponentCustomer Satisfaction and Retention13ChapterChapterMain TopicsMain TopicsMain TopicsMain Topics13Excellent Customer Service and Satisfaction Require TechnologySo, How Does Service Increase Your Sales?Turn Follow-up and Service into a SaleAccount Penetration Is a Secret to SuccessService Can Keep Your CustomersYou Lose a Customer—Keep on TruckingChapterChapterMain TopicsMain TopicsMain TopicsMain Topics13ChapterChapterReturned Goods Make You a HeroHandle Complaints FairlyIs the Customer Always Right?Build a Professional ReputationDos and Don’ts for Business SalespeopleThe Path to Sales Success: Seek, Knock, Ask, ServeThe Tree of Business Life: ServiceGuided by The Golden RuleThe Golden Rule:Prove you truly care with royal serviceProve what you said in your presentation was the truthTake your time to build long-term business friendshipsRealize that customer satisfaction leads to customer retentionPlace the customer’s interest before your ownYou can see that ethical service builds true relationshipsITCEthicalServiceBuilds T r u eRelationshipsTT TT T T TT T T TExhibit 13-1: Only Through Truth Can Trust Be Supported to Bridge the Gap Between PeopleThe Importance of Service and Follow-UpHow does this chapter refer to service?As part of a product, such as insurance or advertising?In the context of helping others?Correct! Service Refers To:Helping othersWhat Is the Difference between Service and Follow-Up?Follow-up refers to maintaining contact with a customer (or prospect) in order to evaluate the effectiveness of the product and the satisfaction of the customerWords of Sales Wisdom and Sales ProverbsSales Proverbs! Examples are:You do business with the one you trust and you trust the one you knowObtaining new customers and selling more products to present customers are the ways to increase salesIt is always easier to sell a satisfied customer than to an unsatisfied one or a prospectThe cost of acquiring a new customer is higher than keeping a present customerWhat Do These Sales Proverbs Mean to a SalespersonTake excellent care of your current customersWhen Does the Business Relationship Begin?After you first sell someone and they become a customerWhich of the Following Is the Purpose of the Sales Call? Is it:Solely to make a sale?To help someone?Now You Have it! The Purpose Is to:Help someone by:Solving a problemFulfilling a needIs Being More Concerned For Helping Someone than Making the Sale Hard for Most People?Yes it is!Motivation needs to come from the heart, not from the bank accountExhibit 13-2: If Customers are Truly Important, Their Needs Come FirstPutting the Customer First Requires Salespeople to Have Personal Characteristics That Allow Them to:Care for the customerTake joy in their workFind harmony in the sales relationshipHave patience in closing the saleBe kind to all peopleHave high moral ethicsBe faithful to their wordBe fair in the saleBe self-controlled in emotionsHow Would You Answer these Questions:Do these success characteristics describe you?Do you have all, or part of them?Can you develop the missing ones?Once Again, Are You:Caring?Joyful?Able to get along with