LG Electronics MBA 9120 Servicing The Sale, Method of Adding Value, What Will I Say or Do for the

SERVICING THE SALE

Company Name: LG Electronics________

Product Name: Internet refrigerator (IR)

Method of Adding Value	What Will I Say or Do for the	Post-sale Courtesy Contacts
	Customer	(Frequency, Items to
		discuss, New offerings)
Suggestion Selling:
Suggest other products offered by	“LG Electronics does offer a	Send customer a thank you card or
LG Electronics	microwave that contains some	email and let them know of any
	impressive features. Would you like	special offers or new products.
	for me to show you a few models	Reassure them that if they have
	now?”	any questions and/or concerns,
		they can contact me.
Cross-Selling:
Offer other products to customer	“We offer some of the most advanced	Keep the customer informed of any
	washers and dryers, as well as	and all non-related products we
	combination units if space is critical; I	offer if it coordinates with the
	would love to show you these very	customer’s data that we obtained
	impressive machines at any time of	throughout the entire process. May
	your convenience.”	also want to get an update from the
		customer because their preferences
		and/or circumstances may have
		changed.
Follow-Through:
Phone call	Call customer to make sure that the	Call should be made on the day
	delivery and installation process was	that the unit was being installed.
	timely and cooperative.	Time of call depends on time of
		scheduled delivery and the
		customer’s schedule.
Follow-Up:
Card	Send card thanking the customer for	Thank you card need only be sent
	their purchase and include a few	once, but other reminder cards can
	business cards for them to pass	be sent when new products are
	around. Make sure to include the	released. Include a survey and/or a
	website address.	form asking if any one they know is
		interested in LG’s products and
		make sure it is okay to use their
		name when contacting the referrals.

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