Tuesday, June 29, 2010

DO YOU WANT SERVICE WITH THAT PRODUCT?



A few days ago my neighbour asked me to help him with the installation of his new laptop. After asking him some (technical) questions, it became clear to me that he had never owned a pc/laptop before. He just had a brand new laptop and he thought that he had bought internet access three years ago from his telco provider.

Yes, this can still happen. Not all elderly people are used to this kind of technology. Besides the laptop he had also purchsed new anti-virus software.
But......... the salesrepresentative never asked him whether he needed help with the installation. Neither did he offer him trainings on how to use a laptop and the relevant software.

By not offering these services he missed a revenue opportunity and he did miss a chance to build a great customer relationship. Also you must never assume that your customer kows how to use your product. Always ask if you are not sure.

This is even more the case when selling a cell phone. When I talked with my (retired) golfingbuddies, none of them had any idea how to use the internet on their cellphone. And they barely knew how to make a phonecall. When I suggested not to use dataroaming abroad they  had no clue how to block that on their phones.
Again, agreat opportunity to sell extra service and to have happier customers.




GROW YOUR PEOPLE, GROW YOUR BUSINESS!


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