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Sales funding customer retention. is it a good idea?

In a call centre giving technical support to the computers produced by the company the reps also have a sales target. They can sell additional warranties for the computers, computer accessories, or brand new computers. But many of the customers do not like it. Many of the elderly customers are more comfortable feeling a product in a shop before buying it and they do not mind the time spent. And this has led to a dip in customer delight surveys. They were satisfied with the support but did not like the sales pitch. Is it an acceptable practice to fund support with additional sales. Or is it better to wait and let the customer see a company ad somewhere else and then decide.

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Question added by Subhranshu Ganguly , Quality Analyst. , WIPRO
Date Posted: 2013/10/15
Upvote (3) Views (61) Followers (9) Answers (8) Report Question
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Nadia Ahmed Mohammed Saeed
by Nadia Ahmed Mohammed Saeed , T/L. Credi t& Risk , Canar Telecommunication Co. LTD.

IT'S good idea that :

 

Customer retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A company’s ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace.

 

Mohamed Ismail
by Mohamed Ismail , Purchasing Manager , Arrow Cash and Carry

In order to retain the customer it would be better to employ or use one of the existing staff members to visit customers that are unhappy. The company should invest in the customer by allowing an additional3 months extra warranty at no charge with suitable terms and conditions to apply. This shows the companies support to the customer,the cost may be minimal. The employee that was mentioned above should be assigned to an area by area map and do visits to existing clients keeping sample products so that they can look and feel as well as listen to the sales pitch. I hope this answers your question.

Deleted user

No I think the money can be utilized to give incentives to employees . Retention requires a sustained investment in it and can't risk to fluctuate. Investment should go up with number of clients. I'm with employees on this one.

Deleted user

 

Yes good idea

Yes good idea

Nabeel Javaid
by Nabeel Javaid , Customer Care Representative , Silah Gulf

Its a good idea and I am totally agreed with Ms. Nadia

MUHAMMAD AHMAD
by MUHAMMAD AHMAD , ACCOUNTS OFFICER , ALI ENTERNATIONAL/ J-R RAISING

Customer retention is the activity that a selling organization undertakes in order to reduce customer defections.

Arimbur Paul Raphi
by Arimbur Paul Raphi , Regional Manager -Middle East, SAARC & Africa , Pelikan Middle East FZE

I don't support the idea of sales funding to retain its customers. Customer retention will be more on by focussing giving good products which customer believe it has a value for their money invested. Provide them good services without delaying their valuable time. Make sure the brand belongs to them. 

Malika Djunaydullaeva
by Malika Djunaydullaeva , Seles menager , Cristal auto logistic

I totally agree. and I think that this is a very good idea and it will lead to the development of the company and increase sales

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