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The largest concern of an inside sales customer is that what they are being sold will not live up to what they were told they were purchasing. One way of alleviating that concern is with consistent customer service after the sale. This also gives you the advantage of bringing an additional value point to the table at the time of the sale.
Any one who is doing inside sales should always take in to account the level of service that they can provide after the sale. By demonstrating an interest in your customer after the sale you are showing them that you believe in your product and that you want to make sure it works well for them. This kind of service combined with a quality product can provide you with a solid flow of referrals.
Consider some of the after sale services you could provide with very little effort:
- A quick note or email thanking them for the sale (this is a minimum)
-Bi-weekly phone calls to check on satisfaction or results for first month
-A gift card or gift basket, only if justified don't over do it
-Following up occasionally with some industry specific information that might be pertinent to what they do
-A brief meeting with a knowledgeable member of your team for a strategy consultation
All of these things can be done at relatively low cost to you and can really improve the lifelong value of your customers. Most importantly to the inside sales person though is being able to use this service as an added benefit to your product.
Essentially you are saying "Not only do you get this really awesome product, but you get me!"
This is where the concept of selling yourself is derived from. The sale is really just the opening dialogue of hopefully a much longer relationship between an inside sales person and their customer.
Another useful technique for after sale care is using the consultative technique and offering your opinion on matters related to your industry or expertise. Especially in inside sales, you speak to many different executives and business owners on a daily basis, and it is your job to be interested in them and to find out about their business so that you can address their needs and provide a solution.
The information that you have is valuable to other people in that industry, and while you need to be careful not to reveal to proprietary information, use your industry knowledge to help leverage your sale.
Let the customer know what you think honestly and they will respect your opinion and give it value. Value you can use to get the sale.
If you follow these techniques you will find that your sales will increase and your customer relationships will have more value. After the sale service is really one of the most valuable tools you have in your inside sales tool box.
Bryan Cambra is an entrepreneur and sales person with 8 years of sales experience. He writes on business topics and specializes in marketing and sales. He is currently creating a reference guide for entrepreneurs on at http://www.thebusinesstutorials.com/, If you would like to submit to TheBusinessTutorials (Link Included) please contact Bryan at:
TheBusinessTutorials@gmail.com
