Sales follow up checklist

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Sales follow up plan:

• The most of salespeople “disappear” after deal is closed: product is delivered to customer and payment is received, so they think their job is over now, but such an attitude isn’t right, because correctly developed long-term strategy can bring much more profits in future, than just one-time sale.
• Methods are used in order of developing long-term trustful relationships between the seller and his customers, getting strong feedback from them, preventing refunds or any misuse of sold products, and as a result making clients fully satisfied, informed and loyal to the company.
• Process is shared among salespeople and specialists from other departments such as technical specialists carrying out technical assistance, because usually follow up is about solving practical issues, but this service should be performed under control of responsible salesman who ensures meeting client’s expectations in terms of success criteria.  
• Right after you get your product sold you should keep up the communications with your customer with call or email. The first one follow up mail or call is about saying Thank You in a plain and simple manner, along with expressing the hope of prospective win-win relationships.
• Within a few days after the sale you may send the next letter where you ask a few simple questions making sure that your customer has no troubles in applying and mastering the product he purchased.
• Express your willingness to schedule a meeting or call to help the customer if anything is going wrong or any questions appear. Anyway state a promise to make a call on certain date and time (and surely make it) if the customer cannot find any possibility to answer this mail.
• The more specific and individual you are in communications, the higher your chances to reach the success. You can use some common form for composing such a letter, but along with this you should improve it with individual components, for example asking your customer if some specific problem he faced was solved or he experiences same issues yet.
• If your letter wasn’t answered with any reply, then you surely need to make a call which will clarify the situation. Do not start conversation with words “did you get my email?” or anything else like this, but initiate conversation with informing the customer that you have sent a prior letter, and now you are ready to provide further assistance or explanation.
• If there are some problems, then do your best in order of solving these issues. You can delegate assistance on problems and complaints to another specialist only when this is really necessary (in cases when question is out of your competence). You need to stay in touch with customer’s situation as close as only possible.
• While you make sure that customers are happy and enjoying the experience with products you sold, you need to be guided not only by vision of future profits, but you should be really inspired to help your customers. You should solve issues and guide people to make good decisions, but not pressure them by forcing your opinion.
• Record data on all your interrelations with the customers into special software on order of tracking progress on each case, manage schedules and conduct proper statistics to investigate defections and to know where you need to improve your attitudes. You can use simple spreadsheet or task management products like VIP Task Manager.
• Design and practice programs oriented to different categories of customers, and continually improve this system to reach working process with minimum of defections.
• Make clients feel appreciated and continually loyal to you by offering discounts, making special offers, presenting souvenirs, welcome-to-club notes etc (study details in Customer satisfaction checklist).
• Regularly follow-up customers to inform them about new and improved versions of your offerings, reminding them when it is time to consider updating the product or service they are currently using.
• Follow-up customers with offers to buy some additional, extra, supplementary products for a better price.
• Do not be afraid that you can appear annoying and people will not speak with you just because you try to contact them – what you really need is being friendly, speaking correctly (start and lead the conversation correctly), being clear and positive, aspired not to sell your products with tooth-and-nail, but to help the customer in making RIGHT (for both of you) decision.

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