Lesson notes, exercises, downloads, and recommended reading are below the video. On mobile, the video will rescale when you play it.


After-Sales Activities [Sales Process Part 9 of 9]

The last step in the sales process happens after the sale. But it is important to understand that there are after-sales tasks that, if they get forgotten or are not done well, will compromise the sale you worked so hard to achieve.

The Book of the Course!
Sales Skills: A Management Courses Introduction
This book gives a broad introduction to the topic, for managers and professionals who don’t want or intend to specialize in sales and selling. And as a fast start for someone needing to make a start in selling, for whatever reason.
Get the kindle Exclusive book from: https://geni.us/TL5BKeD

Watching this video is worth 2 Management Courses CPD Points*.
πŸ”Ž See below for details

Sales and Selling Skills
This video is part of course module 8.4.1
Program 8: Managing Customers and Clients
Course 4: Sales / Selling Skills
Section 1: The Sales Process

Other videos that describe the Sales Process:
🎬 The Sales Process https://youtu.be/iPZNem-Xguw
🎬 Sales Prospecting https://youtu.be/m7bQ4wNeZmo
🎬 Pre-Sales Activities https://youtu.be/lEBsFG_jqnU
🎬 Rapport Building https://youtu.be/aJqduxW2MA4
🎬 Opening the Sales Meeting https://youtu.be/gjI7e-DBPH4
🎬 Diagnosing the Need https://youtu.be/pAsYVf4E3to
🎬 Presenting Solutions https://youtu.be/xf-mhhbL2tk
🎬 Handling Objections https://youtu.be/S6JFm46Gfso
🎬 Seeking Commitment https://youtu.be/1D1-VC9Ccjk

LESSON NOTES
The five after sales tasks:
1. Payment
2. Delivery
3. Customer care
4. Service and maintenance
5. Cultivate relationship

Payment
What good is the sale, unless you are properly paid for it?

Delivery / Fulfilment
Getting the goods or services to your customer, on time and to their specification is core to getting any customer satisfaction. Work with your customer’s people to arrange this efficiently.

Customer care
And also manage the handover to your customer care team. Now you have a customer, be their advocate within your organization. When they need something, make sure they get it. This way, when they need to by something else, you are their trusted friend.

Service and maintenance
Let your customer know that, if they have any problems at all, to contact you straight away, so you can sort it out.

Cultivate relationship
Don’t wait until things go wrong. Cultivate your relationship. Getting feedback when things are going well creates transference. Psychologically your customer will transfer their feelings of satisfaction onto you, making you their trusted salesperson, with whom they can confidently discuss future needs.

RECOMMENDED EXERCISE
1. Develop an after-sales process for your products or services based on these five components. (4 MC CPD Points)

DOWNLOADS
Free Resources
🧰 CPD Tools – https://gum.co/MC-CPD
Paid resources
🧳 Management Courses Onboarding Kit – https://gum.co/MC-ObK ($3)

RECOMMENDED READING
There are many books that introduce sales and selling. These are the ones I have, and can recommend:
πŸ“– To Sell Is Human https://geni.us/L2EQmt
πŸ“– The Only Sales Guide You’ll Ever Need https://geni.us/AEAVD5
πŸ“– The New Strategic Selling https://geni.us/Zt2Z9n3
πŸ“– SPIN Selling https://geni.us/Ir5xu
πŸ“– The Psychology of Selling https://geni.us/AjR8AA

⭕️ Links to our book recommendations are affiliated through Amazon and help support our free videos

Managers Need a Basic set of kit to do your job well. Here are my top recommendations: https://kit.co/MikeClayton/manager-s-work-kit (the links are affiliated)

MANAGEMENT COURSES CONTINUING PROFESSIONAL DEVELOPMENT (CPD) POINTS
You can record your Management Courses CPD points on our free, downloadable CPD record log.
πŸ““ Download it at: https://gum.co/MC-CPD
Each video has two levels of MC CPD points. For this video:
– If you simply watched the video, record 2 MC CPD points
– If you also carried out all of the recommended exercises, score a total of 6 MC CPD points

CHAPTER MARKERS
00:00 – The last step in the sales process: After-sales
00:31 – The five after-sales tasks
01:09 – No. 1 Payment
02:08 – No. 2 Delivery
02:54 – No. 3 Customer Care
03:39 – No. 4 Service and Maintenance
04:38 – No. 5 Cultivate the Relationship
05:39 – Closing remarks

#AfterSales #Sales #SalesProcess

source

Sales Optimization: Upselling, Down-selling, and Cross-selling
Account Management: What is Account-based Selling?
Pricing and Fear of Price
The 1-2-3 of a Successful Written Sales Proposal
Cold Calling to Get a Sales Appointment
You Need a Sales Strategy: Which One?
How to Qualify Your Sales Prospects
What is the Sales Funnel?
5 Components of a Powerful Sales Attitude
Sales Success Tips: Sales Do’s & Don’ts
Master Selling: Why People Do and Don’t Buy
Seeking Commitment – Closing the Sale [Sales Process Part 8 of 9]
Handling Objections to the Sale [Sales Process Part 7 of 9]
Presenting Solutions [Sales Process Part 6 of 9]
Diagnosis: Diagnosing the Customer’s Need [Sales Process Part 5 of 9]
Opening the Sales Meeting [Sales Process Part 4 of 9]
Sales Meeting Rapport Building [Sales Process Part 3 of 9]
Pre-Sales Activities [Sales Process Part 2 of 9]
Sales Prospecting [Sales Process Part 1 of 9]
The Sales Process – a Summary of the 9 Step Selling Process

Mike Clayton

About Mike Clayton 

Dr Mike Clayton is a (former) Project Manager and now a management educator. Having trained thousands of people at live workshops, seminars, and conferences, he now delivers training mainly via video. He has 14 books with international publishers and runs two successful YouTube channels. He is also the founder of OnlinePMCourses.com

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