As an experience sales trainer, I include an element customer service training in my materials. Often, people asked me why must a sales professional learn customer service.
I shall use a quote from Masushita to answer this question.
“After sales service is more important than assistance before sales. It is through such service that one gets permanent customers” - Konosuke Matsushita
It is obvious that as a sales profession, while knowledge in customer service is not really necessary during the sales process, it is crucial after the sales.
Satisfied customers become loyal customers and give you referrals. That gives you new prospects.
Satisfied customers are also your testimonials. They are your "sales team" that goes around to promote your product or service. This also solves the biggest problem to most sales professionals - prospecting - finding your potential clients.
Last but not least, relationship takes time to build. Customer service helps to strengthen relationship.
teck beng
www.coachme2sell.com
