Selling Today: Partnering to Create Value, 14/e

Part Four—Servicing the Sale

Servicing the sale is a major way to create value. These activities, which occur after closing the sale, ensure maximum customer satisfaction and set the stage for a long-term relationship. Service activities include expansion selling, making credit arrangements, following through on assurances and promises, and dealing effectively with complaints. This topic is covered in detail in Chapter 15.

Pharmaceutical salespeople generally have only a short time to present their product. In some situations, the doctor may immediately indicate a willingness to prescribe. However, in other situations the salesperson may be asked ...