Regarding customer satisfaction - You first need to analyse what are the customer needs and expectations, what are different depending on the sector, market, country, etc. You can perform a market research to learn these customer requirements, or use other tools such as trends analysis, complaints analysis, and so on. Other ways to find out these requirements include meetings with the client, sales force information , etc. Then you need to give response to these expectations, both tangible and intangible requirements. Good practices include providing mechanisms for customers to complain. Finally monitoring and measuring customer satisfaction is crucial to increase customer satisfaction and achieve continual improvement of your QMS.
The purpose of the sales procedure, although is not mandatory, should be to describe all activities related to the sales process, from recording the customer’s requests to delivery of products and/or services. You must first define the sales process flow, which usually includes:
- Sending offers and communications with clients/customers
- Receiving customer requests
- Reviewing customer requests
- Establishing an agreement/contract with the client/customer
- Delivery of products/services