Help notes: AFTER SALES
Does your organisation have after sales services in place?
This question is about having customer services which support product use in the longer term, for example offering warranties, support, advice or maintenance options. This can also build the trust of customers.
What is a ‘Yes’ for me?
Answering ‘yes’ to this question means that you offer after sales services, for example warranties, refunds, support, advice or maintenance options.
Does this question apply to me? Is this a regulatory requirement?
This question is for organisations which sell goods, materials or fixtures.
The larger an organisation, the more extensive and formalised the services are likely to be.
There are regulations around some aspects of after sales service, including the Consumer Rights Act and Right to Repair legislation.
Examples of After Sales Services
Below are some examples of after sales services to consider, relevant to different types of organisations.
Technical and customer support
- Product documentation (instructions, FAQs, troubleshooting guides)
- Customer training (videos, webinars, face to face)
- Installation service
Clear and comprehensive plans for
- Warranties
- Returns and Exchanges
- Service plans
Maintenance and repair
- Clarity on how to order spare parts
- Maintenance/ repair service offered (at discounted rate or part of package)
- Guidelines on maintaining the item
- Options for upgrades or refurbishments
- Recycling and repurposing options
- Spare parts guarantee
Customer support
- Availability to answer after-sales questions promptly e.g. phone, email, chatbots
- Offering surveys or feedback forms
- Contacting customers after sales to check on satisfaction and for questions