The most successful salespeople know that when their customer says yes the relationship is just beginning. Less successful salespeople too often think that when the customer says yes the relationship is now closed.
That’s one of the reasons when I do Sales Training I try to avoid the term “closing the sale.” I use “earn the buying commitment” instead. I want the salespeople to understand that nothing is closed. Nothing is over. The customer has made a commitment to the salesperson and their product and they expect a commitment in return.
“Closed,” at least when it comes to relationships has a terrible connotation to it. Nobody, not ever, has wanted to be “closed.” I mean really, is there a worse place to be than in the “closing room” at a car dealership?
When the customer says yes they expect every promise and every commitment that the salesperson made to be honored. They expect them to be honored in a timely fashion with no hassles. They expect the price to be as quoted. They expect the delivery to happen on the date promised. They expect all paperwork and billing to be completed correctly. They expect their calls to be returned and all questions answered. They expect their calls returned quickly.
They expect whatever it is they have purchased to work as promised and be free of defects.
In short, they expect exactly what you would expect. The thing that amazes me is how many people will sell something only to “provide” a lower level of service then they would be willing to accept if they were the customer.
As a professional salesperson, and as a human being, you will never go wrong fully honoring your commitments. When you take care of your customers your customers will take care of you.
