• Unit 8: Follow-Up

    After you close the sale, your job does not end. Remember that marketing is all about customer satisfaction. With that comes repeat purchases and recommendations about you, your product, and your company. In this Unit, we will learn how the follow-up process will help you maintain loyal customers for years and have them recommend your products or services to others. The long-term customer relationship is very important. People are likely to remember the salesperson who went above and beyond after the sale to make sure they were completely satisfied. They are also highly likely to recommend that salesperson or company to a friend or colleague.

    Completing this unit should take you approximately 2 hours.

    • Upon successful completion of this unit, you will be able to:

      • evaluate techniques salespeople use to add value and gain additional sales;
      • assess the importance of customer loyalty for future profits of the company; and
      • evaluate the benefits of a good follow-up strategy.

    • 8.1: What to Do After Closing the Sale

      Follow-up sounds like the end of the process, but it is actually the continuation of the customer relationship. Customers remember a good salesperson and how they treat them after the sale.

      • Following Up Page

        Read this section to learn what you should do as a salesperson to ensure customer satisfaction and loyalty and what you can do to make your relationship with the customer grow and prosper. Complete exercises 1 and 2 at the end of the section, considering your personal experiences and how the company followed up with you in the selling process.

    • 8.2: The Importance of Customer Loyalty

      Customer retention is a critical component of the sales process. It costs less to maintain existing relationships than to build new ones from scratch.

      • Customer Satisfaction Page

        In this section, you will learn how customer satisfaction relates to customer loyalty and the importance of long-term loyal customers on a company's profitability. Pay particular attention to Net Promoter Score. Complete the exercises at the end of the section to test your understanding of these principles.

    • Unit 8 Study Resources

      This review video is an excellent way to review what you've learned so far and is presented by one of the professors who created the course.

    • Unit 8 Assessment

      • Unit 8 Assessment Quiz
        Receive a grade

        Take this assessment to see how well you understood this unit.

        • This assessment does not count towards your grade. It is just for practice!
        • You will see the correct answers when you submit your answers. Use this to help you study for the final exam!
        • You can take this assessment as many times as you want, whenever you want.