ISBN 9780749460884,Aftersales Management

Aftersales Management


David Brock


Kogan Page Ltd



Kogan Page Ltd

Publication Year 2012

ISBN 9780749460884

ISBN-10 0749460881

Paper Back

Number of Pages 224 Pages
Language (English)

Sales & marketing

Aftersales Management explores in detail the immense amount of money wasted in the retail industry every year on badly managed aftersales processes, and looks at how to prevent this happening. What happens after a sale if problems then 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 mode. Complete with real examples &awn 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

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