Aftersales Management: Creating a Successful Aftersales Strategy to Reduce and Costs Increase Sales

Aftersales Management explores the immense amount of money that is wasted in the retail industry every year on badly managed aftersales processes, and how to prevent this happening. What happens after the sale has taken place, if problems then occur? How are they dealt with, and what processes can be implemented to make sure that they are dealt with more cost effectively for the company, at the same time improving customer service and increasing sales? Aftersales Management removes the myths of aftersales service by explaining the legal position on customer rights, and takes readers through what customers want, what sales people want and how these points interface with the needs of the teams within the rest of a retailer's company. The book also discusses implementation, explaining how to manage key stakeholders both within the business (i.e. the various business functions and departments) and outside (such as manufacturers and suppliers). With worked examples to show readers just how much of a saving they can make if the changes are made, the book will show readers how to manage the implementation, make the necessary changes and hold onto the gains made.