1 — Impeccable Pre-Sales and Post-Sales Moments To Achieve Customer WOW

Sales can be a very mundane activity.

It’s usually quite raw and if one thinks about it, is there even a way that a sales process can creatively add to Customer Experience?

In today’s dynamic market, where customers value being valued, sales play an important role!

Today’s sales process is segregated theoretically into two phases: the pre-sales and post-sales moments. These two phases occur each before and after the actual sale of the product.

But, they have an equally important impact on actual sales.

The question is, why powerful pre-sales and post-sales moments are important for customer experience? Let’s find out…

Pre-sales and post-sales moments

To know their importance, we need to understand what pre-sales and post-sales moments are?

This example might help out…

Suppose you want a TV.

Before deciding on a brand, you’d run a search on the latest technologies, features, competitive brands, prices, etc. Now you are confused and want help.

Then you spot a chatbot on one of the websites. The virtual assistant solves your queries. And voila you make a purchase decision.

This, my friend, is a pre-sales experience.

Now after using the TV for a week, you face configuration issues. You call the helpline and are connected to an official.

This person listens to your doubts, guides you through the steps, and solves your problem. That is a post-sales activity.

Now we move to know why pre-sales and post-sales moments are important?

The Importance!

1. Prospecting: Pre-sales is needed to identify prospective buyers for your product. Only then can you nurture them into qualified leads. According to HubSpot, 40% of salespeople consider qualifying the most challenging task in sales.
2. Relationship: post-sales help in creating long-term relationships. It shows that you care about them and are available for them even after the deal is done.
3. Engagement: with pre-sales efforts, you can capture and engage your prospects for a longer duration. According to The Brevet Group, a quick initial response can help you get 30–50% greater sales.
4. Brand Remembrance: your customers might forget you unless you put in the efforts to reach out. Post-sales will help you regularly interact and remind the customers of how much they are being missed.
5. Customer Experience: both pre-sales and post-sales moments contribute to creating a memorable customer experience by exploiting opportunities at each touchpoint.
6. Loyalty: Small Biz Genius says that 56% of customers tend to be loyal to brands that understand them. Pre-sales and post-sales strategies create such impressions that make your customers return.

As often misunderstood, pre-sales and post-sales are not substitutes. Rather they go hand-in-hand.

And for a complete wholesome impact, you need to learn how perfect pre-sales and post-sales moments are created and how the former adds to the latter.

Well, that’s a talk for tomorrow.

Watch this space for more…