SAMPLE COMPANY                                       Page 1 of 3
SOP # 19-4  Revision: 0               Prepared by:             _
Effective Date:                       Approved by:             _


Title:         POST-SALE CUSTOMER FOLLOW-UP

Policy:   Customer Service will verify that new customer's have
          received their equipment shipment and resolve any
          problems the customer may be experiencing with either
          set up or use of the equipment to assure initial
          customer satisfaction with our products.

Purpose:  To outline the follow-up action and sample telephone
          script to be used by Customer Service representatives.

Scope:    This procedure applies to sales to all new customers
          who may be unfamiliar or inexperienced with use of our
          equipment.

Procedures:


1.0  Post-Sale Follow-Up

1.1  The Customer Service Department will be responsible for
     calling new customers five (5) to ten (10) business days
     after their order has been shipped.  A Post-Sale
     Satisfaction Report (Exhibit 1) should be completed with
     the customer's order information before placement of the
     call.

     The call should consist of an introduction of the company,
     the customer service representative and the purpose of the
     call.  The outline of the script provided should be
     followed but the representative should feel free to speak
     in their own conversational style by substituting words or
     phrases as necessary.  The length and format of the call
     should be determined by the customer's needs and/or desires
     and the representative should respond accordingly.

     If any equipment is missing from the shipment, not working
     properly or if the customer is dissatisfied for some
     reason, the representative should take the necessary action
     to resolve.


2.0  Reporting

2.1  Upon completion of the call, the representative should
     complete the Post-Sale Satisfaction Report.  If the
     representative encounters any unusual or informative items,
     requests or comments by the customer, the report may be
     copied to any interested parties (e.g., Sales, Engineering,
     Quality Control, etc.).  The report should then be filed in
     the customer's file.
POST-SALE CUSTOMER FOLLOW-UP                         Page 2 of 3



     In the event Customer Service does not reach the contact,
     leave a message indicating that we are following up on
     their purchase to ensure everything is working properly and
     to call us back on our toll free number if they have any
     questions or concerns.  No further telephone follow-up is
     necessary unless the Customer Service Manager determines
     that we should.