As a reseller, your responsibilities do not end at closing a sale. In fact, that is when your relationship with your customer begins. To get a repetitive business from your customers and generate positive referrals, you have to actively engage with them, tailoring your offerings specifically to their needs and their complaints. This type of ‘aftercare service’ is very important for any business, especially if you wish to see your reselling business boom.
What exactly is an after-sales service?
A typical after-sales service will require you to keep in touch with your customers until they are satisfied with the product they received. In the process, you will have to thank them for ordering, inform them about the product’s shipment, follow up on the delivery and most importantly keep them calm. This is the phase where you lay the groundwork for repeat business by building customer loyalty and trust.
How to provide the after-sales service?
Small gestures go a long way in building relationships with your customers. Let’s see what you can do to make their experience great.
- Thank them genuinely for purchasing the product at the earliest.
- Assure them you are accessible and they may not hesitate to ask any questions related to the product.
- Update the customers about the transit of the item.
- Follow up with the delivery team to ensure timely delivery.
- Apologise in case of any delay with product delivery.
- Get the feedback from your customer, once the product is delivered.
- Reach out to your customers even after the delivery on important dates, like birthdays, anniversaries etc.
- Go an extra mile to retain your customers, by offering discounts on their next orders as a token of appreciation.
After-sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers and increases your reselling brand value. A satisfied and happy customer brings more individuals and eventually more profits to your business for a long time. So, do everything you can to add value to their shopping experience. Happy reselling!
