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CHAPTER 7
Customer Service
WHAT IS CUSTOMER SERVICE?
Finding out AND Satisfying the
needs and wants of the customers
WHY IS CUSTOMER SERVICE IMPORTANT?
Good customer service are
necessary to
1. -Give a good image of the
business
2. -Sell a product successfully
3. -Make customers happy,
4. -Encourage customers to
return.
THE SELLING PROCESS
Approaching
Customers
Making a sales
presentation
Providing After Sales
service
THE SELLING PROCESS
Approaching
Customers
Making a sales
presentation
Providing After
Sales service
WHY DO WE APPROACH CUSTOMERS?
Customers wants to feel
Welcomed and Important when they enter your
shop.
TYPES OF APPROACH
*MOST
COMMON
REJECTION* No thanks.
Just Looking
(Shaking head and
keeping silent)
3 TYPES OF APPROACHES
1.Greeting Approach
2.Service Approach
3.Product Approach
TYPES OF APPROACH
Greeting approach – used whenever a customer enters your shop
Smile and greet the customer as they enter your shop
If he’s a regular customer, try to remember using his name.
TYPES OF APPROACH
Service approach – use to tell customers you are ready to serve them
Smile and ask “Can I help you? “
This is to find out what the customer needs.
TYPES OF APPROACHProduct approach – used to encourage the customer to buy your product
Use this approach when you see
the customer showing interest in
a product
Try to remember what the
customer needs when you ask
them using the service approach
Introduce a product that solves
the customer’s need.
THE SELLING PROCESS
1. Approaching Customers
2. Making a sales
presentation
1. Presenting the
product
2. Handling
customers
questions and
objections
3. Providing After Sales
service
WHY MAKE A SALES PRESENTATION?
When we Know what the customer
Needs, it is then easier to sell a product
to them.
WHY MAKE A SALES PRESENTATION?
But not all customers know what they need. So it is our job to help them find
out.
PRESENTING A GOOD PRODUCT
1. Hold the product
carefully and with
pride.
2. Tell the customers
about the good
features of the
product.
3. Demonstrate how to
use the product
4. Use words such as
comfortable,
interesting,
attractive.
HANDLING A CUSTOMER’S QUESTIONS
1. Customers that ask
questions show they
are interested in your
product
2. Keep reminding them
of how the product can
meet their needs.
3. Provide as much
information as you can
HANDLING A CUSTOMER’S OBJECTIONS
1. Don’t get angry when a
customer raise
objections.
2. Turn a negative remark
into a selling point.
3. Use “yes, but….”
4. Ask the customers what
are their concerns
HANDLING A CUSTOMER’S QUESTIONS AND OBJECTIONS
1. Hold the product carefully and with
pride.
2. Tell the customers about the good
features of the product.
3. Demonstrate how to use the product
4. Use words such as comfortable,
interesting, attractive.
CLOSING THE SALE
Close the sale as soon as you observe the
following :
Customer looks happy with your product
or Customer says he’s buying the product
CLOSING THE SALE
1. Ask questions such as the method of
payment or delivery
2. Offer the customer some freebies if
he agrees to buy now.
3. Offer additional information such as
limited stock only.
CLOSING THE SALE
1. After the sale is complete – remember to
thank them.
2. Thank them for coming EVEN if they did
not buy anything.
3. Offer a name card
*Some points to remember*
IMPORTANCE OF AFTER SALES SERVICE
Types of after sales service
Providing repairs and maintenance
Providing a customer service hotline
Looking into customer’s complaints
Taking care of returns, refunds or
exchange of goods
IMPORTANCE OF PRODUCT KNOWLEDGE
Good product knowledge allows us to :
Develop confidence in selling
Build customer relationships and trust
Match the right product with customer’s needs
Make a better sales presentation or demonstration
Overcome objections successfully
Provide good after sales service
HANDLING CUSTOMER’S ENQUIRIES (QUESTIONS) AND REQUEST
Enquiries means a question
Customers make enquiries because they
are interested to know more about your
product
HANDLING CUSTOMER’S ENQUIRIES AND REQUEST
When handling enquiries, we should :
Listen carefully
Clarify by asking them questions
Provide correct information
RETURN OF UNSATISFACTORY PRODUCT
There are 3 ways to handle a product return
Offer to exchange it with a different product
Replace it with another of the same product
Return the customer the money he paid
(Refund)
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