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Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

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Presentation on theme: "Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)"— Presentation transcript:

1 Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

2 Distinguish between customer service as a process and customer service as a function. Customer Service Mindset – an attitude that customer satisfaction always comes first Customer Services – are actions should attract, retain, & build relationships with customers while influencing them to make purchases

3 Describe how businesses can use customer service to beat their competition. Customer Service can be a Competitive Advantage over the competition Competitive Edge Poor service is more memorable than good service

4 Discuss factors that influence customer expectations of customer service. Interaction with ANY employee Customer-Friendly Policies Must be Consistent - payment, returns, damages Training Knowledgeable, experienced, Treatment of Employees Treat others the way you would want to be treated Employee Actions Honest, Ethical Handling Problems

5 Customer Service

6 Explain how customer service facilitates sales relationships. Maintain Relationships Happy customers will return It is more expensive to replace a customer than it is to maintain one Create Loyalty through Rewards

7 Starbucks Loyalty

8 Identify pre-sales opportunities for providing customer service that can facilitate sales relationships. Be aware of who your customer is Be courteous and respectful Be of assistance for customer Provide ample product information

9 How to Provide Good Customer Service

10 King Burger – Customer Service

11 Identify post-sales opportunities when customer service can be provided to facilitate sales relationships. Follow-up Ensure satisfaction, call, card, Handle inquiries and complaints, keep customers satisfies Ask for referrals Keeping a client file Evaluate sales efforts Post Sales Surveys / Comment Cards

12 The Perfect Salesperson Using the characteristics of a good salesperson listed in your notes, create the perfect salesperson with the outline given below. Use words, phrases, pictures from magazines, drawings, and color; to add good characteristics to your outline.

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