Synthesis Question

HA405 : The Class :After-Sale Mgt: Implementation : Synthesis Question

Synthesis Question, Phase 3, Step 6, Topic 1

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This question is concerned with "Concepts" used in After-Sale Service. How does the Consultative Salesperson understand the variables and concepts that will build long-term relationships with an organizational "account?" The goal, of course, is to deeply penetrate the account and obtain repeat business and referral business. The Consultative Salesperson understands that during "implementation" of the product/service, the buyer undergoes several stages of satisfaction with his or her purchase. If the buyer is to be ultimately satisfied with the purchase, the seller must address the buyer's perceptions and help them be comfortable with, "did I make the right decision to buy?"

From Online Text Reading: P3,S6,T1 - After-Sale Service Processes -Concepts

1. What is a Complex Sale? Fully describe all of its characteristics?

2. The consultative selling process has two phases: Phase One - Pre-Sale and Phase Two - Post-Sale. Each of these phases has specific steps:

a. Name and fully describe the "steps" of the Pre- Sale

b. Name and fully describe the "steps" of the Post-Sale

3. How can the consultative seller "add-value" in:

a. The Pre-Sale?

b. The Post-Sale?

4. In the "Post-Sale" Phase, the Consultative Salesperson is very concerned with "implementation" of the product/service. He or she knows that the buyer goes through several "stages" after they have made a decision to purchase.

a. Name and fully describe each of these stages.

b. Do you think that having a customer go through these "stages" pose any problems related to their satisfaction with their purchase?

c. Should the salesperson intervene and attempt to "level-out" any of these "stages"?

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