ABSTRACT
It is also true in many cases that the initial sale is only a small part of the client-supplier
relationship. When buying cars, household appliances, entertainment equipment, computers
and so on the actual purchase is only the beginning of the customers’ relationship with the
product, but often it is the end of their relationship with the salesperson. If regular servicing is
required or a fault occurs then a relationship with service personnel is needed. In three years
of car ownership there will be several opportunities for the dealership’s service department to
demonstrate their customer handling skills and if they get it wrong it is likely that when (or
if) the salesman seeks the next sale his extensive training will be to no avail. It is ownership
experience which makes the second sale, not the salesman.
