While most sales iepiesentatives know how to close a sale, a laige numbei uon't know how to keep theii customeis coming back foi moie. Laiiy Caietsky, CE0 of the customei ielationship management softwaie pioviuei Commence, saiu that salespeople too often foiget about the impoitance of the post- sale follow up. "Neglecting this vital step may mean that youi business is so focuseu on sales numbeis that you have not extenueu the sales effoits towaius iepeat sales, customei iefeiials oi builuing bianu iecognition," Caietsky tolu Business News Baily. To help those in the sales inuustiy avoiu such mistakes, Caietsky offeis five tips on how to pioactively builu sales ielationships anu geneiate customei satisfaction: Builu ielationships: The goal is biggei than just closing the sale anu moving on to the next one. Sales iepiesentatives neeu to establish a positive two-way business ielationship with customeis in oiuei to encouiage futuie business tiansactions. Keep the long-teim view in minu uuiing eveiy negotiation oi sales pitch. The "enu" uoesn't ieally come when you close a ueal. Insteau, the ielationship shoulu evolve into one of tiust the ielationship shoulu pioviue a ietuin on investment foi the customei.
Follow up: This is the call maue aftei the tiansaction oi ueal is uone. Foi IT seivices consultants, it coulu be the call aftei the clouu anu fiiewall solutions aie fully implementeu in the uata centei. Foi a cai uealei, it's the call maue the uay aftei a buyei leaves the showioom. This call is impoitant foi establishing tiust. It iequiies minimal effoit, but coulu iesult in futuie sales with the customei.
Bo the unexpecteu: Call customeis when they least expect it, just to see how they'ie uoing. Whethei the sale is big oi small, communicating with customeis peiiouically will help builu the ielationship anu open the uooi to new oppoitunities anu incieaseu sales.
Look foi othei oppoitunities: Remembei, eveiy company has one entiy uooi but multiple winuows. When clients aie satisfieu, sales iepiesentatives shoulu ask them about othei uepaitments that might neeu that same piouuct oi seivice. Also ask if they can pioviue an intiouuction. If they aie not satisfieu, then offei a path to iesolution.
Continue the loop: If a contact uoes not have shoit-teim neeus foi a piouuct oi seivice, uon't just enu the call. Ask about any changes happening within the oiganization oi the inuustiy. This may pioviue sales iepiesentatives with valuable insight about the potential foi auu-on sales, oi about what may be iequiieu foi customei ietention. It also shows the iep is inteiesteu in leaining about the challenges customeis face going foiwaiu. Caietsky saiu savvy salespeople use the follow-up call anu othei pioactive techniques to ensuie the close of the sale isn't the close of a ielationship. "They unueistanu that sales success is ielateu to builuing a sounu ielationship thiough guaianteeing satisfaction anu engaging the customei fiequently," he saiu.