Dealing with Customers    Understanding customer attitudes is the key to    increasing sales.1    www.carehrm.com         ...
Dealing with customersUnderstanding Relating to the customers position  types of    • Position customers    • Signs       ...
Finding the customers     Acquaintances of other staff     Personnel acquaintances     People who have made enquires at...
Researching customers                            Carrying out                             research                      Ex...
Communicating effectively            Empathy            Research            Synthesis            Nero linguistic programin...
Providing customer service                                   Maintaining                                    contact       ...
Customer compliment                      Paraphrase the customer’s complaint to show                      what you have un...
Maintaining contact                      Call your customer                      regularly to check                      t...
Satisfying customers     Meeting Customer needs        Brand and image        Sales technique        Keeping commitments  ...
Good is not good enough- only excellence takes you forward11   www.carehrm.com           1/15/2013
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Session 2 dealing with customers

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Session 2 dealing with customers

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