What Is Pre-Sales Customer Service?
As a company, of course, we know that the customer is the most important thing, and the revenue generated by the customer is the central goal of our business operation.
Nowadays, major enterprises are paying more and more attention to pre-sales and after-sales support in the sales process. Pre-sales is crucial in influencing customer purchase decisions, and after-sales is also indispensable in maintaining customer viscosity and improving customer satisfaction. So which is more important to you, pre-sales or after-sales?
What is Pre-Sales Customer Service?
Definition Of Presales Support
Pre-sales support refers to the process that needs to be dealt with before the end of the entire sales business, where consumers ask questions about products or services before making a purchase decision, and we maintain marketing by answering doubts. Typically used for B2C and online sales, it assists customers through a series of Q&A that can give important information to customers who ask through automated replies or chatbots. Excellent pre-sales support helps find, win and retain customers and close deals.
Benefits Of Pre-Sales Support
Pre-sales support can be of great benefit to a business’s sales operations.
The pre-sales support team fully understands the customer’s needs and what products they want and helps the sales team focus on the sales process instead of managing the customer’s queries.
The work of the pre-sales support team can improve the efficiency of the sales process. So much so that the sales team can close deals quickly.
It’s hard to win new customers. But the pre-sales support team can ensure this. They will introduce product features, and product benefits to new customers, and answer customers’ doubts.
Not only does the pre-sales support team help make the sales process more efficient, but their collaboration with customers also lays the foundation for customer loyalty. Pre-sales support can continuously improve the sales process based on customer feedback. They can also share with the development team the experience that customers have reported through their first contact with the product, which is a great help in improving the product.
6 Steps of the Sales Process are as Follows
Establish a good relationship with customers and constantly understand their needs during the reception process. Understanding the needs of customers is very important, the more detailed and accurate the understanding of customer needs, the more effective the sales results can meet the needs of customers, according to the personality of different customers to adjust the words.
After clarifying the customer’s problems, the sales staff should be prepared to explain and vividly describe the characteristics and advantages of the relevant products, which requires that product knowledge must be mastered before taking up the post and responding to buyer inquiries on various issues.
Tap into more needs of buyers, recommend more products that suit them and are interested in customers, and increase the unit price of store customers.
Emphasis on price/performance ratio; Master the distribution of coupons and gifts within the authority.
The transaction rate can be promoted through the advantages of price discounts, delivery speed, after-sales guarantee, etc., but at the same time, we should also pay attention to customer trends, answer the incomprehension raised in time, and make appropriate inquiries about the situation of joining the shopping but not placing an order.
After placing an order, the customer must confirm that the buyer’s delivery address and telephone number are correct.
Pre-Sales and After-Sales Support: Why You Need Both？
What is After-Sales Support?
After-sales support is the service that a business provides to customers after they purchase a product. Often referred to as after-sales service, it is an important part of the enterprise. The company provides after-sales support as an extension of its marketing strategy to maintain customer retention in the long term.
Why do You Need Both?
Pre-sales and post-sales support are two important parts of a business. They are like the right and left hands of a business. These two seem to work the same thing, but in fact, the methods are different. And their goals are also different. Without them, businesses cannot grow. Pre and post-sales support is inseparable because when their work works together perfectly, customer turnover and repeat rates can be significantly increased. The key is how you balance and manage the left and right hands.
The purpose of pre-sales support is to complete the first appropriate interaction with the customer and influence their purchasing decision through Q&A or chat. After-sales support, on the other hand, focuses on a strong connection with customers after the product is sold, increasing customer loyalty, higher satisfaction, and customer retention.
Pre-sales support helps sales teams continuously optimize the sales process, answer customer questions, and demonstrate product capabilities, accelerating customer purchase decisions. After-sales support proactively delivers solutions and keeps in touch with customers to ensure a high level of satisfaction.
How to Boost Revenue with Pre-Sales Support?
A good pre-sales support team must be particularly familiar with all your products, have a thorough understanding of your customer’s needs, and be informed of customer reactions and activities throughout the buying process.
Ensure that customers can get answers to their questions at any time throughout the browsing process, reduce customers’ incomprehension and irritation of not getting feedback, which can improve our order rate.
When your pre-sales support team provides valuable insights based on customer preferences or other aspects during the prospect interaction. With this information, you can continuously improve the content and user experience of your website, which is a valuable asset, so that you can retain more customers.
And you can set the most asked questions as automatic replies, which not only increases conversion rates but also increases sales.
The pre-sales support team will better understand the customer’s needs and the products they want, such as helping them recommend the right size.
The sales team recommends different products to different customers according to them. Because knowing the product can answer a variety of customer questions, focus on the sales process instead of managing customer inquiries.
An efficient sales team will leave a lasting impression on customers. You should have an answer to the question of which is more important, pre-sales or after-sales support. That’s right, pre-and post-sales support has a significant impact on a customer’s buying experience.
It’s just that how you treat these two teams, how you manage them, and how you develop them is critical to continuously improving the capabilities of the sales team. But what is certain is that both pre-sales and post-sales support will be important to optimize our entire sales process for higher customer satisfaction, brand loyalty, and retention. If you have questions or other questions that interest you, please contact us.
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