The Furniture Manufacturing Industry of Barbados - Caribbean ...

5.3.3 Sales service
Sales services include the establishment of trust during the sales conversation, a strong recognition
for the customers’ demands, providing the customer with alternative options, giving
the customers time to reflect on his preferences and giving the customer access to testimonials
of other customers.
For the sales of “Barbadian Vernacular” (to be done mainly through the internet, at least in
an early stage of the campaign) it will mean to set up a webshop (if this is the marketing
channel to be chosen for the sales of the furniture) that is highly informative and convenient
to handle. It has to provide an absolute safety for credit card payments that will have to be
beyond any doubt on behalf of the customers.
5.3.4 After-sales service
Probably most neglected of all types of services are “after-sales services”. They include a
warranty, a efficient complaint management routine, support with spare parts, technical information
and tips on care and repair and surveys enquiring about the customers’ satisfaction.
After-sales services pose a particular challenge to all types of sales, and particularly so for
deals that are concluded over the internet. The very sites through which the products will be
marketed are also the most important channels of securing after-sales services. They should
offer a selection of technical leaflets that give instructions for the care of the furniture, leaflet
with information to professionals for (minor) on-site repairs and an online helpdesk providing
quick and reliable answers to whatever questions the customers might have about their
purchases.