{"id":2341,"date":"2020-03-18T15:12:30","date_gmt":"2020-03-18T09:42:30","guid":{"rendered":"https:\/\/razorpay.com\/learn\/?p=2341"},"modified":"2020-06-03T13:09:26","modified_gmt":"2020-06-03T07:39:26","slug":"after-sales-strategy-for-businesses","status":"publish","type":"post","link":"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/","title":{"rendered":"After-Sales Strategy for Businesses: A Quick Guide"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Undoubtedly, finding new customers is important for any business. But you know what\u2019s more important? The fact that the list of your current customers must not be forgotten!\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">According to one report by BDC, it is 7 times more expensive to sell to a new customer compared to a returning customer. One of the best times to persuade your customers for a second purchase is right after a successful sale with them. Read this article to understand what is after sales and the best practices to make the best of your efforts!<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_80 counter-hierarchy ez-toc-counter ez-toc-transparent ez-toc-container-direction\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<label for=\"ez-toc-cssicon-toggle-item-69e7c07e0f863\" class=\"ez-toc-cssicon-toggle-label\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/label><input type=\"checkbox\"  id=\"ez-toc-cssicon-toggle-item-69e7c07e0f863\"  aria-label=\"Toggle\" \/><nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#What-is-after-sales-service\" >What is after-sales service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Why-does-a-business-need-an-after-sales-process-in-place\" >Why does a business need an after-sales process in place?<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Good-start-to-customer-retention\" >Good start to customer retention<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Boosts-customers-trust-and-loyalty\" >Boosts customer&#8217;s trust and loyalty<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Increases-chances-of-referral\" >Increases chances of referral<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Adds-to-the-brand-value\" >Adds to the brand value<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Examples-of-after-sales-practices\" >Examples of after-sales practices<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Pre-installation-services\" >Pre-installation services<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#User-training\" >User training<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Return-Replacement\" >Return &amp; Replacement<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Upgrades\" >Upgrades\u00a0<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Best-after-sales-practices\" >Best after-sales practices<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Make-your-customer-feel-valued\" >Make your customer feel valued<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Streamline-your-service-process\" >Streamline your service process<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Build-a-positive-atmosphere\" >Build a positive atmosphere<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Listen-to-your-customers\" >Listen to your customers<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/razorpay.com\/learn\/after-sales-strategy-for-businesses\/#Monitor-and-refine-your-performance\" >Monitor and refine your performance<\/a><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"What-is-after-sales-service\"><\/span><span style=\"font-weight: 400;\">What is after-sales service?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">As the name suggests, after-sales support is a service provided after a customer has purchased a product. It is usually provided by the seller, retailer, manufacturer or in some cases, by a third party customer service provider. Some examples of after-sales service are extended warranty, upgrade in the product, training, discounts or a gift hamper.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">After-sales service is a part of a company\u2019s overall marketing and retention strategy.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Why-does-a-business-need-an-after-sales-process-in-place\"><\/span><span style=\"font-weight: 400;\">Why does a business need an after-sales process in place?<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">After-sales service is an important part of modern-day businesses and it is important for both the buyer and the seller.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">For a buyer, after-sales service plays an important role to ensure the maintenance of the product. It also strengthens the buyer&#8217;s trust in the business.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">For a seller, after-sales service brings in a sense of satisfaction and helps them make sure that they stay at par or ahead of their competitors<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Here are a few reasons to understand why should a business have a proper after-sales strategy in place:<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Good-start-to-customer-retention\"><\/span><span style=\"font-weight: 400;\">Good start to customer retention<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">As soon as your customers make a purchase, they enter this loop of <a href=\"https:\/\/razorpay.com\/learn\/beginners-guide-to-customer-retention-strategies-that-work\/\" target=\"_blank\" rel=\"noopener noreferrer\">retention<\/a>! Remember, a happy customer is the best marketing asset you can have. Be by your customer&#8217;s side at each step like installing a device, setting up the furniture, getting the car road-ready and so on.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Boosts-customers-trust-and-loyalty\"><\/span><span style=\"font-weight: 400;\">Boosts customer&#8217;s trust and loyalty<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Imagine you run a business that sells a device to measure your blood pressure and pulse rate. After a customer buys the device, how about calling them within a week and asking them if they have successfully set up the device or need some help. If not, helping them in-person or over a call for this. Usually, the older age group finds this difficult. Just a soft nudge can do a lot for your business here!\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Increases-chances-of-referral\"><\/span><span style=\"font-weight: 400;\">Increases chances of referral<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If you let your customer leave with a wide smile from your store or your website and let that smile last long, that customer can at some point be labelled as an unofficial brand ambassador of your brand. Even after all the advancement and success in digital marketing, nothing beats the power of word-of-mouth. One satisfied customer can bring you 10 or more customers with zero money spent from your end.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Adds-to-the-brand-value\"><\/span><span style=\"font-weight: 400;\">Adds to the brand value<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Humans are seen to get emotional with brands. An experience worth remembering can not only help you get a brand evangelist but also make them keep you on top of their mind. They will increase a connection with your brand and will keep them coming back to you!<\/span><\/p>\n<p style=\"text-align: center;\">[Also Read <a href=\"https:\/\/razorpay.com\/learn\/the-beginners-guide-to-acing-e-commerce-shipping\/\" target=\"_blank\" rel=\"noopener noreferrer\">The Beginner&#8217;s Guide To Acing E-commerce Shipping]<\/a><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Examples-of-after-sales-practices\"><\/span><span style=\"font-weight: 400;\">Examples of after-sales practices<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"Pre-installation-services\"><\/span><span style=\"font-weight: 400;\">Pre-installation services<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Usually, a product comes in with a written manual for installation. The difficulty levels vary from product to product. Some products like ceiling fans, washing machines etc require technical expertise while a product like headphones and mobile phones do not. Providing free pre-installation is one of the best after-sales services.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"User-training\"><\/span><span style=\"font-weight: 400;\">User training<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Training of the end-user is another part of the after-sales service. This is an important aspect with a business dealing with industrial machinery. It is essential for the seller to guide and walk with the customer until they have a 360-degree hold over the product.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Return-Replacement\"><\/span><span style=\"font-weight: 400;\">Return &amp; Replacement<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customers love it when they have a return and replacement liberty from the seller&#8217;s end. The entire experience that your business provides during such cases adds to another important after-sales service.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Upgrades\"><\/span><span style=\"font-weight: 400;\">Upgrades\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Majorly common between software and electronics, &#8216;upgrading&#8217; software for a device for a certain period is another type of after service usually adopted by companies. In a way this also makes your customer get used to the new version and hence, end up purchasing it!\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Best-after-sales-practices\"><\/span><span style=\"font-weight: 400;\">Best after-sales practices<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"Make-your-customer-feel-valued\"><\/span><span style=\"font-weight: 400;\">Make your customer feel valued<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Always, look for ways of providing additional value for your customer- they expect it! For example, when a customer brings in their bike for servicing, offer them a free inspection report.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Streamline-your-service-process\"><\/span><span style=\"font-weight: 400;\">Streamline your service process<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Your customer &#8216;expects&#8217;! They expect you to be the master of all trade and make them a priority. Document all the procedures and train your staff to do things in a jiffy. This way, even your staff will be more efficient.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Build-a-positive-atmosphere\"><\/span><span style=\"font-weight: 400;\">Build a positive atmosphere<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">If you operate out of a store, train your staff to be cheerful and <\/span><span style=\"font-weight: 400;\">helpful<\/span><span style=\"font-weight: 400;\">. If you are an online business, train them to make your customers feel good and satisfied every time they come in.<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Listen-to-your-customers\"><\/span><span style=\"font-weight: 400;\">Listen to your customers<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A business that listens to its customers is the one that understands them. Give your customers time to explain themselves. You can also get information from them by doing a real-time survey.\u00a0<\/span><\/p>\n<h3><span class=\"ez-toc-section\" id=\"Monitor-and-refine-your-performance\"><\/span><span style=\"font-weight: 400;\">Monitor and refine your performance<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Track your service performance from time to time and have a system in place that can track and monitor your activities. Keep updating your processes with the technology and lookout new and exciting ways to keep your customers engaged.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For now, that&#8217;s it! Delight your existing customers while you invite new ones.\u00a0<\/span><\/p>\n<h4>Recommended Read<\/h4>\n<ul>\n<li><a href=\"https:\/\/razorpay.com\/learn\/top-7-social-media-trends-to-adopt-and-use-in-2020\/\" target=\"_blank\" rel=\"noopener noreferrer\">Top 7 Social Media Trends To Adopt And Use In 2020<\/a><\/li>\n<li><a href=\"https:\/\/razorpay.com\/learn\/content-marketing-strategy-guide-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">Content Marketing For Startups: Building A Winning Strategy<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>After sales is a service provided after a customer has purchased a product. Read this article to know the best practices with examples for effective process. <\/p>\n","protected":false},"author":151156465,"featured_media":2342,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3367,1383],"tags":[3392],"class_list":{"0":"post-2341","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-business-glossary","8":"category-business","9":"tag-after-sales"},"_links":{"self":[{"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/posts\/2341","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/users\/151156465"}],"replies":[{"embeddable":true,"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/comments?post=2341"}],"version-history":[{"count":6,"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/posts\/2341\/revisions"}],"predecessor-version":[{"id":2805,"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/posts\/2341\/revisions\/2805"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/media\/2342"}],"wp:attachment":[{"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/media?parent=2341"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/categories?post=2341"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/learn.razorpay.in\/learn\/wp-json\/wp\/v2\/tags?post=2341"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}