Service in Response to Needs
o
o
Service the old accounts as well as the new
Anticipate complaints and intercept them
Technical Assistance Research Programs,
Inc findings
o
o
o
o
o
o
Only 4% of unhappy customers actually complain. Even some with
serious problems
Complainers are more likely to do business with you again
50%-70% of complainers will give repeat business if the complaint is
resolved
95% complainers will give repeat business if the complaint is resolved
quickly
Dissatisfied complainers will tell at least 9 or 10 people. 13% tell more
than 20 people
Satisfied complainers will tell about 5 people
Some types of problems a salesperson, could
solve before they become serious.
o
o
o
The product is not functioning properly.
The personnel handling the equipment cannot operate it efficiently.
They are not getting replacement parts quick enough.
o
o
Phone
Calls
Problem
Solving
o
o
o
the phone is a great tool.
Gives personalized attention
quickly
Customer service hot lines
have proven themselves to be
profitable
Coordination Within Salesperson’s Company
Assistance With Training