Importance of After Sales Service
Complex
products, expensive products, or products with long lifespan often require the
seller’s involvement to aid the customers in setting up and/or using the
offering. Sometimes, marketing efforts also require the seller to provide the
customers with some guarantee of usage and product lifespan to aid the sales.
All
these constitute after-sale services and are important towards the fulfilment
of the short-term and long-term goals of the organization, like:
1. To get
more customers on board.
2. To
prove that the product is worth buying.
3. To
reaffirm (once again) customer’s decision of relying on the brand.
4. To
retain customers and make them buy from the brand again.
5. To
build relationships with the customers.
6. To
enforce referral and word of mouth marketing strategies.
7. Good after
sales service helps improve firms long-term brand image and brand loyalty.
8. Offering
after sales service can help to convince consumers to trust the firm and buy
the service in the first place.
9. Sales
affected by word-of-mouth recommendation. Good after sales service can make
difference. In an era of social media – poor after sales service can be
damaging to reviews and reputation of firms.
10. After
sales service imposes extra cost on firms. For firms, they need to strike a
balance between keeping the customer happy and not being burdened with
expensive maintenance. For example, a firm may offer one free service, but then
have a clearly defined price for future service.
11. The
provision of after sales service varies in importance depending on the type of
good. For example, after sales service and extended warranties are important
for goods like electrical goods and new cars.
After sales service can also become an opportunity to sell related
products.
Importance
of After Sales Service
Customers are the assets of every business. Sales
professionals must try their level best to satisfy customers for them to come
back again to their organization.
After sales service refers to various processes
which make sure customers are satisfied with the products and services of the
organization.
1. The needs and demands of the customers must be
fulfilled for them to spread a positive word of mouth. In the current scenario,
positive word of mouth plays an important role in promoting brands products and
services.
2. After sales service makes sure products and
services meet or surpass the expectations of the customers.
3. After sales service includes various activities
to find out whether the customer is happy with the products or not? After sales
service is a crucial aspect of sales management and must not be ignored.
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