you use an aftersale when a product is sold. If this is the case, this does not mean that the seller and the customer will no longer have anything to do with each other. It is often the case that even after purchasing a service or product, there is still a certain need for help from the customer. This can be in the form of a miter information , answering a question or giving advice.
Aftersales are all actions taken by a seller after selling a product or service. In many companies there is an after sales manager who is responsible for retaining existing customers and the generating additional income with these existing customers. Not only does this aftercare influence the general customer-friendliness of a company, we also often see that there are still benefits to be achieved in this process.
Aftersales in practice
The after sales process therefore consists of several different aspects. For example, a customer buys a vacuum cleaner on, but unfortunately it appears that the vacuum cleaner is not working properly. This person will then contact the seller and make a claim under the product’s warranty.
This event took place after the transaction and therefore belongs to after sales. In addition, extra income can also be generated through after sales.
When a customer has a question about the best vacuum cleaner bags, you can direct the after-sales process to purchase the bags with the private label. Products with a private label often have a higher profit for a company. The customer will mainly focus on the price difference and will be happy with the advice given. For example, you can generate extra earnings by answering questions or giving advice.
Extra income from existing customers
It often takes a lot of effort and time to acquire customers That is why it is so important to keep existing customers. The effect of investing in existing customers is still underestimated by many companies.
An existing customer has already built up a kind of relationship of trust with the seller. Therefore, it can be useful to provide customers with information about other products or services that you can offer, or perhaps an attractive upgrade is available.
Maintaining a relationship with a customer is therefore desirable for both parties. When a customer has a negative experience with a company’s after-sales process, this can lead to frustration. Not only will the customer not buy anything anymore, there is also a good chance that a negative experience will be shared with other potential customers.