Elements of business skills chapter 7 slides

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Elements of business skills chapter 7 slides

  1. 1. Chapter 7 - 1 Customer Service
  2. 2. What is customer service? <ul><li>Finding out AND Satisfying the needs and wants of the customers </li></ul>
  3. 3. Why is customer service important? <ul><li>Observe the video and discuss what are the bad points of the woman </li></ul>
  4. 4. Why is customer service important? <ul><li>Good customer service are necessary to </li></ul><ul><li>Give a good image of the business </li></ul><ul><li>Sell a product successfully </li></ul><ul><li>Make customers happy, </li></ul><ul><li>Encourage customers to return. </li></ul>
  5. 5. The Selling Process <ul><li>Approaching Customers </li></ul><ul><li>Making a sales presentation </li></ul><ul><li>Providing After Sales service </li></ul>
  6. 6. Chapter 7 - 2 Approaching Customers
  7. 7. The Selling Process <ul><li>Approaching Customers </li></ul><ul><li>Making a sales presentation </li></ul><ul><li>Providing After Sales service </li></ul>
  8. 8. Approaching Customers <ul><li>Observe the video and discuss what are the ways to approach a customer </li></ul>
  9. 9. Why do we approach customers? <ul><li>Customers wants to feel Welcomed and Important when they enter your shop. </li></ul>
  10. 10. Types of approach <ul><li>*MOST COMMON REJECTION* </li></ul><ul><li>No thanks. </li></ul><ul><li>Just Looking </li></ul><ul><li>(Shaking head and keeping silent) </li></ul>
  11. 11. Types of approach <ul><li>Greeting Approach </li></ul><ul><li>Service Approach </li></ul><ul><li>Product Approach </li></ul>
  12. 12. Types of approach <ul><li>Greeting approach – used whenever a customer </li></ul><ul><li>enters your shop </li></ul><ul><li>Smile and greet the customer as they </li></ul><ul><li>enter your shop </li></ul><ul><li>If he’s a regular customer, try to </li></ul><ul><li>remember using his name. </li></ul>
  13. 13. Types of approach <ul><li>Service approach – use to tell customers you are </li></ul><ul><li>ready to serve them </li></ul><ul><li>Smile and ask “Can I help you? “ </li></ul><ul><li>Try to use this approach together with the Greeting approach </li></ul><ul><li>This is to find out what the customer needs. </li></ul>
  14. 14. Types of approach <ul><li>Product approach – used to encourage the customer </li></ul><ul><li>to buy your product </li></ul><ul><li>Use this approach when you see the customer showing interest in a product </li></ul><ul><li>Try to remember what the customer needs when you ask them using the service approach </li></ul><ul><li>Introduce a product that solves the customer’s need. </li></ul>
  15. 15. Try this group discussion <ul><li>Split yourself into groups. </li></ul><ul><li>Discuss ways on approaching this customer </li></ul>
  16. 16. Chapter 7 - 3 Making a sales Presentation
  17. 17. The Selling Process <ul><li>Approaching Customers </li></ul><ul><li>Making a sales presentation </li></ul><ul><ul><ul><li>Presenting the product </li></ul></ul></ul><ul><ul><ul><li>Handling customers questions and objections </li></ul></ul></ul><ul><li>Providing After Sales service </li></ul>
  18. 18. Making a sales presentation <ul><li>Observe the video and discuss what product does the man need. </li></ul>
  19. 19. Why make a sales presentation? <ul><li>When we Know what the customer Needs , it is then easier to sell a product to them. </li></ul>
  20. 20. Why make a sales presentation? <ul><li>But not all customers know what they need. </li></ul><ul><li>So it is our job to help them find out. </li></ul>
  21. 21. Types of Scenario <ul><li>Scenario 1 </li></ul>The customer knows exactly what he wants <ul><li>We get him the item immediately. </li></ul>
  22. 22. Types of Scenario <ul><li>Scenario 2 </li></ul>The customer is just browsing. If he is interested in something, he may buy it. <ul><li>Inform him of our new arrivals and special promotions </li></ul><ul><li>Ask questions that may remind him of a possible need </li></ul>
  23. 23. Types of Scenario <ul><li>Scenario 3 </li></ul>The customer has no idea what he wants. <ul><li>Ask questions , but be careful not to ask too much. Customers may get angry </li></ul><ul><li>Ask open ended questions. </li></ul><ul><li>Listen carefully to what the customer says </li></ul><ul><li>Show the customer you are keen to help </li></ul>
  24. 24. Problem solving activity 1 Pg 184 <ul><li>Split into groups </li></ul><ul><li>Discuss ways on how Samy can improve his sales presentation </li></ul><ul><li>Write down the steps Samy should take to approach the customer, and the questions he should ask. </li></ul>
  25. 25. Presenting the product <ul><li>Observe the video and discuss what product is being presented </li></ul>
  26. 26. Presenting a good product <ul><li>Hold the product carefully and with pride. </li></ul><ul><li>Tell the customers about the good features of the product. </li></ul><ul><li>Demonstrate how to use the product </li></ul><ul><li>Use words such as comfortable, interesting, attractive. </li></ul>
  27. 27. Problem solving activity 2 Pg 188 <ul><li>Split into groups </li></ul><ul><li>Work on the following items </li></ul><ul><ul><li>Mobile phone </li></ul></ul><ul><ul><li>Playstation Portable </li></ul></ul><ul><ul><li>Ipod </li></ul></ul><ul><ul><li>Lap top </li></ul></ul>
  28. 28. Handling a customer’s questions <ul><li>Customers that ask questions show they are interested in your product </li></ul><ul><li>Keep reminding them of how the product can meet their needs. </li></ul><ul><li>Provide as much information as you can </li></ul>
  29. 29. Handling a customer’s objections <ul><li>Don’t get angry when a customer raise objections. </li></ul><ul><li>Turn a negative remark into a selling point. </li></ul><ul><li>Use “yes,but….” </li></ul><ul><li>Ask the customers what are their concerns </li></ul>
  30. 30. Handling a customer’s questions and objections <ul><li>Hold the product carefully and with pride. </li></ul><ul><li>Tell the customers about the good features of the product. </li></ul><ul><li>Demonstrate how to use the product </li></ul><ul><li>Use words such as comfortable, interesting, attractive. </li></ul>
  31. 31. Problem solving activity 3 Pg 191 <ul><li>Split into groups </li></ul><ul><li>Work on 1 of the questions per group </li></ul>
  32. 32. Closing the sale <ul><li>Close the sale as soon as you observe the following : </li></ul><ul><li>Customer looks happy with your product </li></ul><ul><li>or </li></ul><ul><li>Customer says he’s buying the product </li></ul>
  33. 33. Closing the sale <ul><li>Ask questions such as the method of payment or delivery </li></ul><ul><li>Offer the customer some freebies if he agrees to buy now. </li></ul><ul><li>Offer additional information such as limited stock only. </li></ul>
  34. 34. Closing the sale <ul><li>After the sale is complete – remember to thank them. </li></ul><ul><li>Thank them for coming EVEN if they did not buy anything. </li></ul><ul><li>Offer a name card </li></ul>*Some points to remember*
  35. 35. Chapter 7 - 4 Providing After Sales Service
  36. 36. The Selling Process <ul><li>Approaching Customers </li></ul><ul><li>Making a sales presentation </li></ul><ul><li>Providing After Sales service </li></ul><ul><ul><ul><li>Importance of after sales service </li></ul></ul></ul><ul><ul><ul><li>Importance of product knowledge </li></ul></ul></ul><ul><ul><ul><li>Handling customer’s enquiries and request </li></ul></ul></ul><ul><ul><ul><li>Dealing with difficult customers </li></ul></ul></ul>
  37. 37. Importance of after sales service <ul><li>Observe the video and discuss what is happening in the video. </li></ul>
  38. 38. Importance of after sales service <ul><li>Types of after sales service </li></ul><ul><li>Providing repairs and maintenance </li></ul><ul><li>Providing a customer service hotline </li></ul><ul><li>Looking into customer’s complaints </li></ul><ul><li>Taking care of returns, refunds or exchange of goods </li></ul>
  39. 39. Importance of product knowledge <ul><li>Good product knowledge allows us to : </li></ul><ul><li>Develop confidence in selling </li></ul><ul><li>Build customer relationships and trust </li></ul><ul><li>Match the right product with customer’s needs </li></ul><ul><li>Make a better sales presentation or demonstration </li></ul><ul><li>Overcome objections successfully </li></ul><ul><li>Provide good after sales service </li></ul>
  40. 40. Handling customer’s enquiries and request <ul><li>Enquiries means a question </li></ul><ul><li>Customers make enquiries because they are interested to know more about your product </li></ul>
  41. 41. Handling customer’s enquiries and request <ul><li>When handling enquiries, we should : </li></ul><ul><li>Listen carefully </li></ul><ul><li>Clarify by asking them questions </li></ul><ul><li>Provide correct information </li></ul>
  42. 42. Return of Unsatisfactory Product <ul><li>There are 3 ways to handle a product return </li></ul><ul><li>Offer to exchange it with a different product </li></ul><ul><li>Replace it with another of the same product </li></ul><ul><li>Return the customer the money he paid (Refund) </li></ul>
  43. 43. Return of Unsatisfactory Product <ul><li>Remember : </li></ul><ul><li>Handle the return carefully, and you can turn an unhappy customer into a satisfied one. Because….. </li></ul><ul><li>It is easier to keep an old customer than to find new ones. </li></ul>
  44. 44. Dealing with difficult customers <ul><li>When customers complain…. </li></ul><ul><li>This means there is a service breakdown . </li></ul><ul><li>Don’t get upset or anxious when it happens. </li></ul><ul><li>Because this is a good chance to build customer loyalty. </li></ul><ul><li>Turning a customer’s bad experience into a good one is called service recovery . </li></ul>
  45. 45. Dealing with difficult customers <ul><li>Always remember these golden rules </li></ul><ul><li>Don’t ever argue with the customer. </li></ul><ul><li>Don’t be rude even if the customer is wrong. </li></ul><ul><li>Don’t ignore the customer. </li></ul><ul><li>Don’t blame others. </li></ul><ul><li>Don’t be slow in responding to the customer. </li></ul>

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