Your SlideShare is downloading. ×
Session 2 dealing with customers
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Session 2 dealing with customers

125

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
125
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
14
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Dealing with Customers Understanding customer attitudes is the key to increasing sales.1 www.carehrm.com 1/15/2013
  • 2. Dealing with customersUnderstanding Relating to the customers position types of • Position customers • Signs • Prognosis2 www.carehrm.com 1/15/2013
  • 3. 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
  • 4. Researching customers Carrying out research Expanding Identifying sales needs4 www.carehrm.com 1/15/2013
  • 5. Communicating effectively Empathy Research Synthesis Nero linguistic programing Body language Clear reactions5 www.carehrm.com 1/15/2013
  • 6. Providing customer service Maintaining contact Dealing with complaints Responding to customer enquiries6 www.carehrm.com 1/15/2013
  • 7. 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
  • 8. 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
  • 9. 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
  • 10. Good is not good enough- only excellence takes you forward11 www.carehrm.com 1/15/2013

×