Slide 1Service and Follow-up for Customer RetentionSlide 3Main TopicsSlide 5Slide 6The Tree of Business Life: ServiceExhibit 14-1: Only Through Truth Can Trust Be Supported to Bridge the Gap between PeopleOnly Through Truth Can Trust Be Supported to Bridge the Gap between PeopleService–What Is It?Correct! Service Refers To:What Is the Difference between Service and Follow-Up?Words of Sales Wisdom and 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 14-2: 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:What Is A Business Relationship?Exhibit 14-3: Trust and Wisdom in a Relationship Grow Over TimeThe Three Levels of FriendsTo 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?So What Would Be Meant by the Term “Product Plus?”*“Plus” Also Refers to Such Things As:In a Business Friendship, How Can You:Customer Satisfaction and RetentionExhibit 14-4: Customer Retention: When the Buyer is Satisfied with Purchases Over TimeExcellent Customer Service and Satisfaction Require TechnologySo, How Does Service Increase Your Sales?Exhibit 14-5: Sales Come From Present and New CustomersTurn Follow-up and Service Into a SaleThe Circular Relationship in Managing a Sales CallAccount Penetration is a Secret to SuccessService Can Help You Keep Your CustomersYou Lose a Customer–Keep on TruckingIncreasing Your Customer’s SalesIncreasing Your Customer’s Sales, cont…Exhibit 14-9: A Super Sales Success SecretReturned 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…Do’s and Don’ts for Business SalespeopleDo’s and Don’ts for Business Salespeople, cont…Exhibit 14-10: The Seven Deadly Sins of Business SellingExhibit 14-11: 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…14-1Service and Follow-up for Service and Follow-up for Customer RetentionCustomer RetentionService and Follow-up for Service and Follow-up for Customer RetentionCustomer RetentionChapterChapter14Copyright © 2006 by The McGraw-Hill Companies, Inc. All rights reserved. McGraw-Hill/IrwinChapterChapter1414-3Main TopicsMain TopicsMain TopicsMain TopicsThe Business Tree of Life: ServiceThe Importance of Service and Follow-UpBuilding a Long-Term Business FriendshipRelationship Marketing and Customer RetentionThe Product and Its Service ComponentCustomer Satisfaction and RetentionChapterChapter1414-4Main TopicsMain TopicsMain TopicsMain TopicsChapterChapter14Excellent Customer Service and Satisfaction Require TechnologySo, How Does Service Increase Your Sales?Turn Follow-up and Service into a SaleAccount Penetration Is a Secret to SuccessService Can Keep Your CustomersYou Lose a Customer—Keep on Trucking14-5Main TopicsMain TopicsMain TopicsMain TopicsChapterChapter14Increasing your Customer’s SalesReturned Goods Make You a HeroHandle Complaints FairlyIs the Customer Always Right?Build a Professional Reputation14-614-7The 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 T14-8Exhibit 14-1: Only Through Truth Can Trust Be Supported to Bridge the Gap between People14-9TRTHSELLERBUYERTRUSTOnly Through Truth Can Trust Be Supported to Bridge the Gap between People14-10Service–What Is It?Which of the following is the meaning of customer service as discussed in the “Service and Follow-Up for Customer Retention” chapter?Service is part of a product, such as insurance or advertising?Service makes a contribution to others?14-11Correct! Service Refers To:Making a contribution to others such as our customers14-12What Is the Difference between Service and Follow-Up?Follow-up refers to maintaining contact with a customer in order to evaluate the effectiveness of the product and the satisfaction of the customer14-13Words of Sales Wisdom and 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 more costly than keeping a present customer14-14What Do These Sales Proverbs Mean to a SalespersonTake excellent care of your current customers14-15When Does the Business Relationship Begin?After you first sell someone and they become a customer14-16Which of the Following Is the Purpose of the Sales Call? Is it:Solely to make a sale?To help someone?14-17Now You Have it! The Purpose Is to:Help someone by:Solving a problemFulfilling a need14-18Is 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 account14-19Exhibit 14-2: If Customers are Truly Important, Their Needs Come First14-20Putting 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