Happy customers are the key to any business' success. That's why it's important to think carefully about the processes, people and customer service that surround every sale. The right sort of customer service can help you appeal to your target customers, and can also offer them advantages that your competitors don't provide. When writing this section of your business plan consider these questions:

• Where do you sell your product or service - in your office or retail store, online, on the phone, or in the customer's home?
  
  
• Who particpates in the sale? Do you have sales representatives that visit prospective customers? Or do you sell through a broker or distributor? Are there salespeople in your store? Or do you do all your business' selling directly?
  
  
• How do customers pay you? By using debit or credit cards, sending a cheque, or handing over cash?
  
  
• If your business extends credit to customers, what are your credit terms? How do you make sure customers are creditworthy and will pay on time?
  
  
• Do you offer any discounts?
  
  
• What are your policies regarding returns, guarantees, and warranties?
  
  
• What sort of after-sale customer service do you offer?
  
  

Creating satisfied customers can go a long way in attracting and growing your customer base.