Why After Sales Service?
After sales
service plays an important role in customer satisfaction and customer
retention. It generates loyal customers.
Customers
start believing in the brand and get associated with the organization for a longer
duration. They speak good about the organization and its products.
A satisfied
and happy customer brings more individuals and eventually more revenues for the
organization.
After sales
service plays a pivotal role in strengthening the bond between the
organization and customers.
After Sales
Service Techniques
1. Sales
Professionals need to stay in touch with the customers even after the deal.
Never ignore their calls.
2. Call customer
once in a while to exchange happiness, pleasure.
3. Give them
the necessary support. Help them
install, maintain or operate a particular product.
Sales
professionals selling laptops must ensure windows are configured in the system
and customers are able to use net without any difficulty.
Similarly, organizations
selling mobile sim cards must ensure the number is activated immediately once
the customer submits his necessary documents.
4. Any product
found broken or in a damaged condition must be exchanged immediately by the
sales professional. Don’t harass
the customers. Listen to their grievances and make them feel comfortable.
5. Create a
section in your organization’s website where the customers can register their
complaints. Every organization
should have a toll-free number where the customers can call and discuss their
queries. The customer service officers should take a prompt action on the
customer’s queries. The problems must be resolved immediately.
6. Take feedback of
the products and services from the customers. Feedback helps the organization
to know the customers better and incorporate the necessary changes for better
customer satisfaction.
7. Ask the
customers to sign Annual Maintenance Contract (AMC) with your organization. AMC is an agreement signed between the organization
and the customer where the organization promises to provide after sales
services to the second party for a certain duration at nominal costs.
8. The
exchange policies must be transparent and in favour of the customer. The
customer who comes for an exchange should be given the same treatment as was
given to him when he came for the first time. Speak to him properly and suggest
him the best alternative.
9. Ask
for buyer feedback
Customer
feedback serves as an indicator to evaluate the product’s usefulness, the
degree of satisfaction, cost-effectiveness and much more.
One good
idea is contacting customers a week after they purchase a product and asking
them what they thought of the experience if they have any questions or had
problems during its use.
10. Offer discounts
One
of the most effective ways of engaging customers in after-sales is by offering
exclusive discounts and promotions.
11. Contact customers
on special dates
Customers
are normal people, full of feelings. Brands that contact customers on special
dates, such as birthdays, reveal their concern not only with sales but also
with the person’s well-being.
12. Send consumer’s
relevant content
Frequently
sending relevant content strengthens your authority on the subject and shows
that your business can solve the problems faced by users.
This is
important because when consumers are prepared to make another purchase, they
will remember the company that kept in touch with them without asking for
anything in return.
13. Nurture leads via email
Email marketing is one of the most cost-effective
content marketing techniques, because you deliver content directly to the
recipient’s inbox without algorithms limiting your message’s reach, as occurs
with certain social media.
Leads,
on the other hand, are potential customers who have already demonstrated an interest
in the brand, whether purchasing a product or filling out a form on the
website, for example.
14. Promote releases to
those who have bought from you before
Promoting releases that prioritize existing customers is excellent for
customer loyalty, because it demonstrates that the brand cares and values old
customers, giving them first-hand access to news involving new products and
services.
Exclusivity is one of the basic elements
of customer loyalty.
15. Have an efficient support service
In the same manner that companies
contact customers, customers also contact companies.
In after-sales support, contact can be
related to the use of the purchased product, support and much more. That’s why
it’s important for the brand to maintain an open and functional communication
channel, which can meet the existing demand.
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