The After Sales Follow-Up Plan For Bigger Profits!
After selling your front-end product, your after sales follow-up marketing plan kicks in and thus the work only starts. That is, if you want more profits, testimonials, feedback, customer loyalty, referrals, and more.
Let’s start your after sales follow-up plan with more profits.
You may recall the 3 ways to grow your business that we discussed earlier:
- You gain more customers.
- You get your existing customers to spend more money with you.
- You get your existing customers to purchase more frequently.
Immediately after the front-end sale is one of the absolute best moments to get them to do #2… spend more money with you.
- Because they already trust you and/or your company.
- They have their credit card whipped out.
- And they have money to spend.
- And they are a proven buyer in your niche market, which is the most important factor.
That makes it the perfect moment to sell to them again.
Most marketers don’t like this follow up strategy, as they don’t like to upset their newly made customers. And some are afraid that customer may want an immediate refund.
They’re afraid of alienating their new customer, afraid to piss them off.
Well, get this. That way of thinking is absolutely wrong, UNLESS…
…you offer them something that they’re not interested in!
Suppose your new customer just bought a product from you that teaches them how to grow more delicious and bigger tomatoes. You then offer them another product that teaches them how to make money with private label rights (PLR). That may bomb!
Because they’re interested in tomatoes, not PLR products, even if it is about growing tomatoes. In general, tomato growers aren’t marketers.
Yes, some of them might be interested in Internet marketing, as long as it is about tomatoes, but you want to be a specific as possible. That means targeting them and match your offer to their desires, wants and needs as closely as possible.
Since they’re growing tomatoes, they might be more interested in creating a local market for their homegrown products.
You have to test this and/or do some research to see what exactly they want, but believe me, it’ll pay off very nice in the end.
Offering a follow-up product in your welcome email is a good idea, because…
…it’s the one email you KNOW they will read! That’s another big reason for this strategy!
In your follow-up plan, you also need to anticipate their possible questions and reduce support tickets.
Of course, if applicable, there’s a link to the download page or membership site in your welcome email. In there, you will also want to include a support link.
Another thing that is very wise to include is a list of (or a link to a page containing) frequently asked questions (FAQs) and their answers.
Being new customers, they may have questions. Never forget, that for you, as the product creator, all the information provided is clear, because ‘you’re in it to your neck’. Lots of marketers assume that the same must apply to their new customer, but that’s can be a costly mistake to make!
Obviously you want to anticipate their questions up front and have them answered before they are asked. This is where getting good feedback really helps, which I’ll talk about in a moment.
Not only does this work in your favor by reducing support tickets, but it’s also works in your customer’s favor too. Imagine you’ve just bought a product online. Do you really want to log in into a help desk to create a support ticket and wait for the answer? Huh?
I don’t think so. I’ll bet you would rather have the answer at your fingertips and so would your new customers!
These little after sales follow-up things make a difference in the relationship you build with them. Of course you’ll never know for sure at this point, but one of those customers may value the comfort of doing business with you and become one of your best “A” list customers!
In the next post I’ll discuss more after sales follow-up items like feedback and testimonials, but for now let’s see your comments on this.
Tags: after sales, after sales follow up, customers, follow up marketing, follow-up, sales follow up plan, support
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October 6th, 2008 at 3:33 pm
This is often neglected by businesses. Generating more sales from existing customers is the easiest way to generate extra income, certainly much easier than attracting new customers.
As you mention there’s the follow-up strategy, asking for testimonials, and developing a referral programme also tends to work very well.
October 6th, 2008 at 8:34 pm
Thanks for sharing this wonderful post. The information you have got here is so insightful and informative. I am sure more people would love to read this.
October 6th, 2008 at 9:58 pm
Case, thats a really good idea to try and answer all questions by using your FAQ in the follow up email. I often times have customers who after making a purchase with me start sending me repeated emails to ask further questions about the product. This will hopefully save me a lot of time.
October 6th, 2008 at 11:29 pm
Setting up an automated email campaign has been a great move for us. We’ve gone from 1-2 loans per client to 3-4 loans per client.
We’ve got a standard campaign that sends our clients a new email every 2nd week. We try to make the emails interesting and very personal in order to increase the trust that the client has in us. Trust is very important, especially on the net.
In our case the first loan is good, but we measure our performance on the following loans, because that shows us that we have a good product, good service and a good backend system, that makes clients trust us enough to come back for more.
Johan Kriegbaum
October 7th, 2008 at 3:27 pm
I’m that kind of guy who has always been thinking that it is not nice or a good thing to up sell something else to your customer. In fact I never dared to email my subscriber small list of subscribers because I thought it is just not right. How wrong I have been.
Just can’t wait to read you next issue about feedback and testimonials.
On a second thought, I still think overdoing it as a see some marketers do is really annoying.
October 7th, 2008 at 7:53 pm
Thanks for that great tips and ideas. I’ll be waiting for the next post. I got lots of useful information here.
October 8th, 2008 at 12:31 am
Hiya, great post but the key is about how many times you are going to contct them and sell them something. I’ve had 3 emails today alone from Rachel Long trying to tell me that this new programme is the “dogs whatsits” like every other day she tries. I wouldn’t bu anything off her now as a matter of principal – she’s been trying daily for nearly two years!!
Stu
October 8th, 2008 at 4:46 am
Gain the basic trust and understanding between you and the client helps in generating more potential profits in terms of referrals or new sales. This is an important aspect of marketing, never underestimate the power of after sales techniques.
Rif Chia
October 8th, 2008 at 6:24 am
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October 8th, 2008 at 6:51 am
Yes, I agree that after sales techniques are very important and hold a very powerful role. Thanks for the insightful read.
October 8th, 2008 at 2:15 pm
I think this is a perfect idea. Many people are to afraid to lose things instead of getting things. The funny thing is they are afraid of losing a customer before they are even a customer.
I totally agree and always say that if you are not confident in what you offer then I can see why you should be afraid to ask for the money or subsequent orders.
October 8th, 2008 at 6:14 pm
After Sales follow up is very crucial matter as this is the way to maintain the returning customer. Both online and offline business must use this method for gaining many buyers.
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October 9th, 2008 at 12:29 am
This is a critical step in improving ROI, follow up is usually a multistep process that really makes a huge impact overall. Every salesperson should read this.
October 11th, 2008 at 1:49 pm
Throwing a bone their way and overing them something that their interested in is absolutely perfect, and a great way to improve upon your ROI. Absolutely vital, thanks for the solid post!
October 14th, 2008 at 7:16 pm
I have found that a strong email campaigns has worked wonders for our e-commerce clients. However I would never count out offline advertisements, people love pictures and real events something they can touch.
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October 27th, 2008 at 5:00 am
The after sales follow-up is one of the key method to promote your website and your service. Thank you for sharing this info.
October 29th, 2008 at 12:53 am
To get the customer converted is very important and hence you should always do a proper follow up till the customer converts and always look for references from satisfied customers.