Introduction
The main activity that is carried out in a commercial company with profit aims is the sale, for it certain strategies are outlined.
We can define sales as an interaction between two or more people, whether physical or moral, where a certain product or service is purchased.
To expand this definition, I have looked for two definitions that help us expand the definition of sales:
"The term sell encompasses a variety of sales situations and activities" (Jobber & Lancaster, 2012)
"The sale is an interactive process due to the constant seller-buyer relationship, continuous due to its cyclical nature and its feedback." "Selling is a process, not an activity" (NAFIN, 2015).
We are surrounded and bombarded by companies with so much experience that they apply all the techniques in the sales process; but in reality few have managed to expand their market.
It is true that sellers are more concerned and engaged in preparing themselves with unmatched techniques to quickly deliver what is offered to customers.
In my experience and what I have observed as a client, it is that very few companies or companies give the least emphasis, importance or follow-up in the last point of the sale process, "after sales service".
For this reason I decide in this essay, to highlight the importance of selling better with "after sale", compiling suggestions that experts in the field propose, as well as my personal contribution.
Sales Process
I acquired a course in NAFIN entitled "How to sell in small and medium-sized businesses", I am struck by the six steps of the sales process, which defines it as: "a logical sequence, which the seller undertakes to deal with a potential buyer and which is intended to produce some desired reaction in the client ”
- Prospecting Initial contact Sales presentation Handling objections Closing sales Follow-up and after-sale service (NAFIN, 2015)
"It refers to the process, or the steps to follow, between the first contact with a customer and the completion of a real order, and the amount of time that process takes." (Jobber & Lancaster, 2012)
Follow-up and after-sale service
"Final stage in the sales process necessary to ensure that the customer is satisfied with the purchase, and no problems have arisen with factors such as delivery, installation, product use, training" (Jobber & Lancaster, 2012)
Remember that this follow-up occurs after making a sale. Checking the good or bad performance of the products offered will depend on the information collected after a certain period after the customer has purchased the Product. "The work of the marketing specialist does not end with the sale, since the act of purchase will generate a feeling of satisfaction or not of the consumer, of great importance" (Pujol Bengoechea, 2002)
Many times it is usually more expensive to get new clients than to maintain the loyalty of the clients already listed, that is why the impact and the continuous treatment towards the clients (buyers) is of utmost importance.
The responses collected from customers is to pay close attention, because the information is negative, to resolve such dissatisfaction, showing some importance to them; on the other hand, if the answer is positive (what many sellers want) to continue offering new products and / or services and not turn their back on our buyers, what many sellers do is that when a sale is made, customers are no longer important Because your goal is simply to sell a lot.
Something interesting contributes the Entrepreneur magazine, makes mention that if we really want our buyers to be faithful to our products or product lines, we should not lose contact with them, and it makes us a proposal of 6 strategies that should be mentioned.
- Let clients know what you do for them Write personal notes Make it personal Remember special occasions Share information Consider follow-up as a way to meet new clients (Entrepreneur, 2013)
Now that I have and share this panorama with you, from my perspective as a client, I hope or would like you to ask me at least, how did it go with the transport of your product? How did your family react when you used or tried it? the product you purchased? Did it cover your needs or taste? Remember that your product has a guarantee… definitely, for me, it is part of "after sale".
recommendations
The goal of every seller should be to sell the quality and image of the company and not just focus on delivering a product line and leaving customers adrift without thanking them for their acquisition.
Taking the time to dedicate to customers is the first step in following up after a sale that is the best marketing force as a result.
There is a lot to say about it, according to the purchase and experience that each one has gone through, dear reader, I invite you to share what you would like to receive in “after sale”.
Bibliography
- Entrepreneur. (March 22, 2013). SoyEntrepreneur.com. Obtained from http://www.soyentrepreneur.com/25114-como-dar-seguimiento-a-los-clientes.htmlJobber, D., & Lancaster, G. (2012). Sales administration. Mexico: Pearson Educación.NAFIN. (2015). How to sell in small and medium companies. Obtained from http://www.nafintecapacita.com/lms/index.phpPujol Bengoechea, B. (2002). Marketinh and Sales Management, Volume III. Madrid: Cultural, SA
