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Taking Care of Your Customer Is More Than Just “The Sale”

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In the 23-plus years I’ve been selling Home and Car Audio, I’ve always taken pride in making sure my customers were taken care of. From the initial qualification questions to advising on which products to buy, it’s been imperative to me that the customer’s experience was a great one from start to finish. I’ve always heard the phrase “service after the sale” and frankly saw many instances where the ball had been dropped partially or altogether after the money made its way into the cash drawer. Why is it that some salespeople get it and some just don’t?

Selling something involves many aspects. It actually takes talent and ability, because you’re not just selling a piece of equipment or a service, but yourself and the company you work for. Things like reliability, reputation, trust, support and knowledge all come into play here. In the end, you’re creating and nurturing a relationship between you and your customer- whereby they’re relying on you to provide them with great products and services which will be backed by your ability to support them should they need you for future purchases, upgrades and repairs. Often, I’ve some across customers that have had a bad experience elsewhere, and they are more than happy to discuss this with me. (And I’m more than happy to listen!) It’s this exchange of information that enables me to understand what their individual needs actually are and why they weren’t met. In many cases, it comes down to the salesperson either not listening at all or only being concerned with the sale itself. It’s this approach that loses customers!

I look at my personal involvement with any potential/ current customer as a vital step for myself and this company. Every customer leaves here with a full understanding of what we do, why we’re the best at doing it, what I’ve learned from my time with them and what I recommend for them based on their individual needs. It’s this experience that keeps many of my customers (and those of Ask the Advisors) coming back again and again. I make sure my customers have a full understanding of what they’ve purchased and the assurance that they can discuss any questions they might have whenever they need to, because the sale isn’t over just because the transaction has been completed. – Far from it!

In fact, the great experience my customers and every customer of Ask the Advisors has just begun!

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