Meeting Customer Needs Actions to Take Questions to Ask Brand and Imageâ¨Does your company and itsâ¨products have a strong ratingâ¨in the marketplace? â¢ Find out if the customer has a highâ¨opinion of the brand and the company. â¢ Check if the customer feels that they are buyingâ¨the right product from the right company. Sales Technique Is the sales process being conductedâ¨so that the customer likes doingâ¨business with your company? â¢ Provide yourself or your salespeople with training inâ¨customer care and communication skills. â¢ Establish that the buyer is being helped to make theâ¨right decision and is not being put under pressure. Keeping Commitments Is your company doing what itâ¨says it will, when it says it will? â¢ Deliver the right product to the right place at theâ¨right time in the right quantity. â¢ Live up to your word, and avoid making promisesâ¨that you may not be able to fulfil. â¢ Ensure that invoices and other documents areâ¨clear and accurate and easy to use correctly. â¢ Encourage your company to be flexible in drawingâ¨up and interpreting terms and conditions. Administration Is the sale being handled withâ¨efficiency and without unnecessaryâ¨bureaucratic procedures? â¢ Clarify any ambiguous communications with theâ¨customer as soon as possible. â¢ Deal with customer complaints by acknowledgingâ¨mistakes and rectifying errors immediately. Responsivenessâ¨Is the customer being answeredâ¨and responded to swiftly andâ¨effectively at all times? Information Does the customer know everythingâ¨that they need to know about theâ¨product or service they are buying? â¢ Make sure that you and your salespeople areâ¨knowledgeable about the product or service. â¢ Provide the customer with all the information and assistance needed to use the product or service. Product or Service Does the purchase live upâ¨to or exceed the customer'sâ¨expectations? â¢ Ensure that agreed specifications are met, including anyâ¨special concessions made when negotiating the sale. â¢ Check that the customer is happy with theâ¨performance of the service or product After-Sales Service Is the customer relationshipâ¨being looked after successfully,â¨post-sale? â¢ Make sure that customer enquiries or complaints areâ¨always dealt with promptly and courteously. â¢ Be proactive in contacting the customer to monitorâ¨how satisfied they feel with their purchase.
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