Dealing with Customers Understanding customer attitudes is the key to increasing sales.1 www.carehrm.com 1/15/2013
Dealing with customersUnderstanding Relating to the customers position types of • Position customers • Signs • Prognosis2 www.carehrm.com 1/15/2013
Finding the customers Acquaintances of other staff Personnel acquaintances People who have made enquires at the company Customers of the competition People who have complained to the company Those who have already being canvassed by your company Prospects identified by the market research Respondents to direct mail3 www.carehrm.com 1/15/2013
Researching customers Carrying out research Expanding Identifying sales needs4 www.carehrm.com 1/15/2013
Communicating effectively Empathy Research Synthesis Nero linguistic programing Body language Clear reactions5 www.carehrm.com 1/15/2013
Providing customer service Maintaining contact Dealing with complaints Responding to customer enquiries6 www.carehrm.com 1/15/2013
Customer compliment Paraphrase the customer’s complaint to show what you have understood. Tell the customer that you understand how they feel. Assure the customer that their feedback is invaluable. Apologize for any inconvenience, and do all you can to make up for it.8 www.carehrm.com 1/15/2013
Maintaining contact Call your customer regularly to check they are satisfied Make a note of any complaints and act on them immediately9 www.carehrm.com 1/15/2013
Satisfying customers Meeting Customer needs Brand and image Sales technique Keeping commitments Administration Responsiveness Information Product or service10 After sale service www.carehrm.com 1/15/2013
Good is not good enough- only excellence takes you forward11 www.carehrm.com 1/15/2013
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