We started discussing a “customer support” process.
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
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
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
- 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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