We started discussing a “customer support” process.
https://faoblog.com/processes-ar-customer-support/
One of our readers shared an interesting insight on the stages of a “Buying decision process”
He says: In my points, this process can base on theory model, you can read five stage buying decision process. you will have more information to support you. Duong Hoang
He also shares a link: http://www.studylecturenotes.com/management-sciences/marketing/190-consumer-buying-decision-process
Happy reading and thanks to Duong.
Coming back, let us discuss each of the components in greater detail. We focus on the simplistic steps an outsourced / back office might deploy
Prospecting stage:
A customer of your client will need support on multiple things:
- Help for mapping his needs to your client’s offerings
- Query responses to list of available products / services and their basic variations
- Technical specifications
- Logistic details
- Pricing queries
- Cost of delivery
- Request for samples
- Demonstrations
- Customer references and requests for taking direct feedback
- Pricing negotiations and special offers
- Volume discount / early payment schemes / offers
This is normally a subset of the sales process, and a lot of these components can be moved to a back office / outsourced unit. In my experience, we have managed a process by a large home product retailer, where we even ended up doing some up-selling.
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