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Aftersales Management: Creating a Successful…

Aftersales Management: Creating a Successful Aftersales Strategy to Reduce…

by David Brock

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Amazon.com Product Description (ISBN 0749456418, Hardcover)

Aftersales Management explores in detail the immense amount of money wasted in the retail industry every year on badly managed after sales processes, and looks at how to precent this happening. What happens after a sale if problems occur? How are they handled, and what processes can be applied to make sure that they are dealt with cost effectively for the company, while at the same time improving customer service and increasing sales?
Aftersales Management sets out the legal position on customer rights, and explains to readers exactly what customers want, what salespeople want and how these needs impact on teams within the rest of a retailer's company. The book also discusses the key parts of implementation, showing how to manage key stakeholders, both within the business (ie the various business functions and departments) and outside (such as manufacturers and suppliers).
With practical examples to show just how much of a saving can be achieved if changes are made, the book demonstrates how to create a viable aftersales proposition - from managing the implementation, through making the necessary changes, to holding on to the gains once made.
Complete with real examples drawn from a wide variety of situations and sectors, Aftersales Management gives readers the essential information needed to create and implement a successful aftersales proposition, while reducing costs, improving customer service and increasing sales.

(retrieved from Amazon Thu, 12 Mar 2015 18:19:33 -0400)

Every year large sums of money are wasted by the retail industry on badly managed after sales processes. Aftersales Management shows how to create much stronger customer service with very little additional cost. It explores what customers want, what sales people want, and how these points interface with the rest of a retailer?s company. It also discusses implementation, explaining how to manage key stakeholders both within the business (the various business functions and departments) and outside (such as manufacturers and suppliers).… (more)

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