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21
SERVICING THE SALE
Company Name: LG Electronics________
Product Name: Internet refrigerator (IR)
Method of Adding Value What Will I Say or Do for the
Customer
Post-sale Courtesy Contacts
(Frequency, Items to
discuss, New offerings)
Suggestion Selling:
Suggest other products offered by
LG Electronics
Cross-Selling:
Offer other products to customer
Follow-Through:
Phone call
Follow-Up:
Card
“LG Electronics does offer a
microwave that contains some
impressive features. Would you like
for me to show you a few models
now?”
“We offer some of the most advanced
washers and dryers, as well as
combination units if space is critical; I
would love to show you these very
impressive machines at any time of
your convenience.”
Call customer to make sure that the
delivery and installation process was
timely and cooperative.
Send card thanking the customer for
their purchase and include a few
business cards for them to pass
around. Make sure to include the
website address.
Send customer a thank you card or
email and let them know of any
special offers or new products.
Reassure them that if they have
any questions and/or concerns,
they can contact me.
Keep the customer informed of any
and all non-related products we
offer if it coordinates with the
customer’s data that we obtained
throughout the entire process. May
also want to get an update from the
customer because their preferences
and/or circumstances may have
changed.
Call should be made on the day
that the unit was being installed.
Time of call depends on time of
scheduled delivery and the
customer’s schedule.
Thank you card need only be sent
once, but other reminder cards can
be sent when new products are
released. Include a survey and/or a
form asking if any one they know is
interested in LG’s products and
make sure it is okay to use their
name when contacting the referrals.