Selling Luxury: Connect with Affluent Customers, Create Unique Experiences Through Impeccable Service, and Close the Sale

Chapter 88. The ideal after-sales service scenario

Brands spend millions in publicity to attract and get people to come into their boutiques. Yet everyday, customers come in without the appeal of advertising. They are back with a problem. Something they purchased or received as a gift is not working or needs servicing.

The Sales Ambassador sees after-sales service as an opportunity. She understands the situation, finds a solution, establishes (or reestablishes) contact, and prepares to see the customer again.

The customer who needs after-sales service is always greeted warmly and is as welcome as any other customer. To gain valuable information about the object that needs servicing, the Sales Ambassador begins with open questions and active listening. The questions also let the customer express the emotional part of his frustrations.

There is ownership of the problem: "Here's what I can do for you" from the Sales Ambassador, with a clear commitment as to when the piece will be ready.

To give added value to the servicing, the Sales Ambassador communicates the details of what will be done during the intervention together with the amount. She also validates that the customer is in agreement.

The contact is also a good moment to obtain and update information on the customer for recontacting him to communicate the estimate or to inform him when the service is completed.

During the servicing period, if the Sales Ambassador has new or more specific information, a telephone call is made to the ...