Customer service N objection handling

What is customer service??

Customer service is the provision of service to customers before, during and after a purchase

Customer service is meeting the needs and desires of any customer.

the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

Why is customer service important?

Personality of the company- Branding, Publicity

Competitive advantage-Positive perception about the company

Profit & sales maximization

Repeat sales

Customer Retention: retention is way much easier than acquiring new cx.

Expectation-Spend money so have the right to expect

Function- Tool of minimizing advertisement costs

Prevention & solution-Provides scope for improvement

Increases Customer loyalty- directly linked to repeat sales

Sustainable growth

Improving customer service….

It Starts With our Staff

Clientelling:

Act on the Customer's

Terms:CSAT-KPI`s

Connect with the customers Social

Media/ Mobile Strategy

What’s Your Message?THANK YOU

Objection Defined… An objection is an explicit expression from a prospect that a barrier exists between the current situation and what she needs to engage your services.

In other words, it is a clear signal that you have more work to do in the selling process

Reasons/causes…

1) lack of knowledge:

2) perception issue

3) not be clear about their interests 4) specific, warranted concern:

5) hidden agenda  

Some of the common causes may be..

“We may not overcome them every time, but at least you didn’t give up before even trying.”

Overcoming Objections…Listen fully to the objection (don't interrupt or anticipate

Ask permission to completely understand the issue

Ask questions, restate or clarify the objection.

Choose your response carefully and keep it short.

Propose your resolution to overcome the objection

Ask whether your answer or proposed solution will satisfy the objection.Choose your words wisely.

Be sure you are dealing with the decision maker.It's too early in the relationship to be talking money.Establish your tangible value.