How to win repeat sales


Therein lies the secret to repeat business and building a solid referral system. It all comes down to following up in a way that has a positive effect on the customer. Some examples:

Calling the customer to say "thank you" and finding out if he or she is pleased with your product or service.

Accepting full responsibility for problems, instead of passing the buck and saying "Such-and-such department should have known better."

Telling customers what you can do rather than what you cannot do for them. A friend once gave us a new cappuccino machine that leaked. When we took it back to the store to find out if we were doing something wrong or to exchange it, the salesperson said: "Oh, I remember selling this, but I have no idea how it works. Our floor manager is on a lunch break right now. Do you just want to leave it here and pick it up later?" The saddest part of this story is that this salesperson's post-sale methods are common practice in today's business world.

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