Step 7 Follow Up

When you won the order
Thank them – reconfirm right decision
Prevent buyer’s remorse – anxiety – wrong decision, lost opportunities, disapproval
To you one of many – to customer one of one
Keep them informed between order & delivery
Help them get the best out of the product
Encourage repurchases & referrals
Survey – satisfaction, why buy

Follow Up With The Customer

When you haven’t won the order yet
48% of sales people never follow up a first contact
25% of sales people stop after second contact
12% of sales people only make three contacts
Only 10% of sales people make more than three contacts

Persistence Pays

2% of sales are made on the 1st contact
3% of sales are made on the 2nd contact
5% of sales are made on the 3rd contact
10% of sales are made on the 4th contact
80% of sales are on the 5th to 12th contact
People need to be led & guided
Don’t want to be strung along with a disguised No so make it easy to say No.
Pigheaded discipline & determination

Let Me Think It Over

The buyer is unsure – you push they resist
Where are they in the buying cycle? Why do they want to think it over? What do they need?
“Is there something that I haven’t explained very well or you need to understand better?” (i.e. assume the responsibility
If unavoidable look for a small commitment – “off the record, do you think we have a deal?”
Make or break – do or die takeaway

Win Loss Analysis

You can learn a lot from doing a win/loss analysis and especially with the high value customers right in the bullseye of your target market.

If you won the order, find out what clinched the deal.

If you didn’t win, find out why not.

Read: Win Loss Analysis

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