Describes what is customary in the market for sales and customer support.
Last Published: 8/13/2019

U.S. firms exporting products to Kenya should fully train local staff and establish a strong liaison with end-users for continuous equipment performance assessment. Manufacturers, in conjunction with a local representative, should provide detailed product information including set-up and operating instructions. Good local availability of spare parts and strong, integrated back-up service is vital.

Kenyan buyers increasingly demand strong after-sale service and customer support, including warranties, especially for electronics items. Buyers increasingly demand guarantees from retailers to ensure that products remain functional. After-sales repair, technical service, and customer support is particularly crucial given Kenya’s challenging physical infrastructure environment. Products in Kenya often suffer damage from transit, improper installation, and constant power fluctuations. Training and support remain an integral part of the sales cycle and provide an added advantage to one supplier over another.

U.S. firms exporting products to Kenya should fully train local staff and establish a strong liaison with end-users for continuous equipment performance assessment. Manufacturers, in conjunction with a local representative, should provide detailed product information including set-up and operating instructions. Good local availability of spare parts and strong, integrated back-up service is vital.

Kenyan buyers increasingly demand strong after-sale service and customer support, including warranties, especially for electronics items. Buyers increasingly demand guarantees from retailers to ensure that products remain functional. After-sales repair, technical service, and customer support is particularly crucial given Kenya’s challenging physical infrastructure environment. Products in Kenya often suffer damage from transit, improper installation, and constant power fluctuations. Training and support remain an integral part of the sales cycle and provide an added advantage to one supplier over another.
 

Prepared by our U.S. Embassies abroad. With its network of 108 offices across the United States and in more than 75 countries, the U.S. Commercial Service of the U.S. Department of Commerce utilizes its global presence and international marketing expertise to help U.S. companies sell their products and services worldwide. Locate the U.S. Commercial Service trade specialist in the U.S. nearest you by visiting http://export.gov/usoffices.