The Salesperson's Promise
Who this book is for
Người làm chăm sóc khách hàng (customer success) ở doanh nghiệp Việt Nam bán phần mềm, dịch vụ hay giải pháp theo hợp đồng định kỳ cho khách doanh nghiệp: nhân viên phụ trách vài chục tới vài trăm tài khoản, trưởng nhóm nhỏ, hoặc người đầu tiên làm nghề này trong công ty; liên lạc với khách chủ yếu qua Zalo, thư và cuộc gọi.
Sound familiar?
- Discovers at first meeting that a missing feature was promised.
- Sales handoff is one message with a company name and phone number.
- Customer cites what 'your team said' and nobody can verify it.
- Sales is rewarded at signing; nobody owns a churn three months later.
After reading, you can
Help customer success staff receive complete sales handoffs and reset expectations when needed.
Each chapter answers one question
Chapter 1: Who pays for the salesperson's promise?
What did the customer hear before reaching me?
Everything the customer heard during the sale is an expectation the success team has to carry.
Chapter 2: Does a longer handoff form tell me more?
Which fields does my team's handoff form need?
A short, mandatory handoff form beats a long one nobody fills in.
Chapter 3: The deal is signed, so why keep sales around?
How does a handoff meeting with the salesperson present go?
A salesperson present at the first welcome call helps the customer feel they have not been abandoned.
Chapter 4: Will admitting a product limit cost me the customer?
How do I tell the customer when a promise cannot be kept?
Saying early what the product cannot do costs far less than letting the customer discover it.
Chapter 5: Does sales want to hear how their deals turned out?
What does the sales team hear from me about the customers they signed?
Sales only sells more accurately when it knows how the customers it signed turned out.