moment of truth occurs
o At each moment the customer becomes
aware of your service quality
Value Added
Everything the salesperson does during and
after the sale provides value added.
Value added .
Means going above and beyond what is
merely expected of you
Warranty and repairs are part of what we sell.
Our service must go beyond that.
There is no speed limit on the extra mile
Service After the Sale
The sale is not complete until the customer is satisfied
Ten elements of service after the sale.
Follow-up on delivery schedules.
Checking on the performance of the product after delivery.
Training or instructing the customer in using the product.
Making adjustments of mistakes in delivery quantity or quality.
Assisting in securing replacement parts.
Helping to arrange and check displays.
Checking customer's inventory of related supplies to make the product or
service work properly.
Answering questions related to the product or other products or services
your company provides.
Giving prospect referrals to customers for their business when you
discover one.
Sending appropriate remembrances on occasions of importance to the
customer including birthday, holiday seasons, public recognition or
business achievement, promotion, etc.
PROVIDING QUALITY