After-sales is essential for the brand to maintain a consolidated customer base. After-sales means retaining customers who have established a commercial relationship through the purchase of goods or services. In times of economic crisis, retaining consumers becomes even more important as new ventures emerge.The revenue-hungry manager who only sees quick profits misses out on success. Ignoring long-term after-sales is equivalent to shooting your business in the foot.
It is worth mentioning that a company's sales go through several stages, from advertising on digital channels to final support. Completing a purchase with the “golden key” provides a new business opportunity for this consumer.
Therefore, understanding how the final sales cycle works guarantees good results. How about learning a little more about after-sales: what it is and how we can retain customers? Clarify your doubts now!
What is after-sales? After-sales is the final stage of the sales funnel, generally carried out after the consumer makes the purchase. It is a service that works after the deal has closed, to keep the customer “close by”.
It is a sales technique to build a good relationship with consumers and generate future sales.
Think about it this way from the perspective of a two-person relationship... A genuine interest in the other person, who is friendly, happy and shows a desire to live new experiences. But if he doesn't call, doesn't show up and doesn't say anything, it's hard to believe that call. Isn't it true?
Therefore, engaging customers after their first purchase is crucial for them to buy again.
How important is After-Sales? One of the main things that companies leave something to be desired is after-sales. This failure ended up resulting in a significant loss of customers to the competition. Following this approach, using this technique today is a big differentiator, “(…) it’s actually something we teach a lot within consultative selling” – Alberto Couto
Please note that the sale of a product or service requires the request for registration data. When registering on the company's website, the consumer presents contact forms such as telephone and email. And sign a contact agreement.
Data is a powerful after-sales tool as it shows you how to reach customers. Therefore, the more messages, emails and campaigns in this way, the more likely consumers are to remember the brand.
An effective mechanism for cost-effectively and reliably obtaining customer feedback. Make your customers loyal!
How to retain customers Check out some techniques to increase after-sales!
Create rewards Some physical establishments use rewards to build customer loyalty. For example: “After the fourth psalm, the fifth is upon us!” Once this strategy is implemented, the client sees an opportunity to reduce expenses. Coming back for the second time, the third time… until you get your free share!
Another successful tactic is to “accumulate points” through purchases, such as airline miles. This is when you are encouraged to buy something new.
Produce personalized content There's nothing better for someone than feeling important, right? The same can happen with customers that companies value, you know?
If you want to retain your customers through after-sales, create personalized content. Create content on blogs, videos, email marketing and other channels that bring relevant topics to your consumers. A theme that addresses the real pain points of your target audience, highlighting your product as a legitimate solution throughout the content.
Also implement completely exclusive offers to attract consumers. Become an entrepreneur who puts himself in the shoes of his customers and reflects this concern in the dissemination of content.
Implement a follow-up process Are you selling? Great, but don't leave it at that! Go back and ask your customer about their level of satisfaction with the service in general.
The monitoring process counts as an after-sales strategy, aimed at obtaining feedback. Getting this response from the consumer helps improve the service in the future. Additional qualification at each stage of sales, production and logistics.
Offer customer support Customer support reflects the brand's focus on serving its consumers in the best possible way. This does not extend to all market segments.
Of course, support needs to be provided after purchase. Remind customers that the company is available to assist with repairs or replacements. Resolving any postpartum complications.
To do this, provide different forms of communication such as telephone, WhatsApp, email and automated chat. After-sales company coordinates available.
If you lose some customers, evaluate your after-sales service. Identify potential flaws in this process to keep your customers on track.