Setting up what happens next.
WHY IT BELONGS IN SELLING
Most dissatisfaction comes from expectations set during the sale.
WHAT TO BE EXPLICIT ABOUT
What is included and what is not Timelines, realistically What you need from them What support means, specifically What happens if something goes wrong
WHY SUPPORT SPECIFICALLY
It is the commonest source of mismatch.
WHAT TO STATE
Hours, channels and typical response times.
WHAT NOT TO DO
Promise faster than you deliver.
WHY
Every subsequent interaction is measured against it.
WHAT TO PREFER
Stating something you exceed.
WHAT TO BE CAREFUL WITH DURING SELLING
Enthusiasm producing commitments.
WHAT TO DO ABOUT ANYTHING PROMISED
Record it, and ensure delivery knows.
WHY
Promises made in selling are forgotten by those who must honour them.
WHAT TO DO AT HANDOVER
Pass on what was agreed, in writing.
WHAT TO INCLUDE
Anything unusual or specifically promised.
WHAT TO DO IF SOMETHING PROMISED CANNOT BE DELIVERED
Tell them immediately, not at delivery.
WHAT TO CONFIRM IN WRITING BEFORE STARTING
Scope, timeline, price and exclusions.
WHY
It is the document that resolves every later disagreement.
