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Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
Chapter 7 customer service  whole new
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Chapter 7 customer service whole new

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  • 1. CHAPTER 7 Customer Service
  • 2. WHAT IS CUSTOMER SERVICE? Finding out AND Satisfying the needs and wants of the customers
  • 3. WHY IS CUSTOMER SERVICE IMPORTANT? Good customer service are necessary to 1. -Give a good image of the business 2. -Sell a product successfully 3. -Make customers happy, 4. -Encourage customers to return.
  • 4. THE SELLING PROCESS  Approaching Customers  Making a sales presentation  Providing After Sales service
  • 5. THE SELLING PROCESS  Approaching Customers  Making a sales presentation  Providing After Sales service
  • 6. WHY DO WE APPROACH CUSTOMERS? Customers wants to feel Welcomed and Important when they enter your shop.
  • 7. TYPES OF APPROACH *MOST COMMON REJECTION*  No thanks.  Just Looking  (Shaking head and keeping silent)
  • 8. 3 TYPES OF APPROACHES 1.Greeting Approach 2.Service Approach 3.Product Approach
  • 9. TYPES OF APPROACH Greeting approach – used whenever a customer enters your shop  Smile and greet the customer as they enter your shop  If he’s a regular customer, try to remember using his name.
  • 10. TYPES OF APPROACH Service approach – use to tell customers you are ready to serve them  Smile and ask “Can I help you? “  This is to find out what the customer needs.
  • 11. TYPES OF APPROACH Product approach – used to encourage the customer to buy your product  Use this approach when you see the customer showing interest in a product  Try to remember what the customer needs when you ask them using the service approach  Introduce a product that solves the customer’s need.
  • 12. THE SELLING PROCESS 1. Approaching Customers 2. Making a sales presentation 1. Presenting the product 2. Handling customers questions and objections 3. Providing After Sales service
  • 13. WHY MAKE A SALES PRESENTATION? When we Know what the customer Needs, it is then easier to sell a product to them.
  • 14. WHY MAKE A SALES PRESENTATION? But not all customers know what they need. So it is our job to help them find out.
  • 15. PRESENTING A GOOD PRODUCT 1. Hold the product carefully and with pride. 2. Tell the customers about the good features of the product. 3. Demonstrate how to use the product 4. Use words such as comfortable, interestin g, attractive.
  • 16. HANDLING A CUSTOMER’S QUESTIONS 1. Customers that ask questions show they are interested in your product 2. Keep reminding them of how the product can meet their needs. 3. Provide as much information as you can
  • 17. HANDLING A CUSTOMER’S OBJECTIONS 1. Don’t get angry when a customer raise objections. 2. Turn a negative remark into a selling point. 3. Use “yes, but….” 4. Ask the customers what are their concerns
  • 18. HANDLING A CUSTOMER’S QUESTIONS AND OBJECTIONS 1. Hold the product carefully and with pride. 2. Tell the customers about the good features of the product. 3. Demonstrate how to use the product 4. Use words such as comfortable, interesting, attractive.
  • 19. CLOSING THE SALE  Close the sale as soon as you observe the following :  Customer looks happy with your product or  Customer says he’s buying the product
  • 20. CLOSING THE SALE 1. Ask questions such as the method of payment or delivery 2. Offer the customer some freebies if he agrees to buy now. 3. Offer additional information such as limited stock only.
  • 21. CLOSING THE SALE 1. After the sale is complete – remember to thank them. 2. Thank them for coming EVEN if they did not buy anything. 3. Offer a name card *Some points to remember*
  • 22. IMPORTANCE OF AFTER SALES SERVICE  Types of after sales service  Providing repairs and maintenance  Providing a customer service hotline  Looking into customer’s complaints  Taking care of returns, refunds or exchange of goods
  • 23. IMPORTANCE OF PRODUCT KNOWLEDGE Good product knowledge allows us to :  Develop confidence in selling  Build customer relationships and trust  Match the right product with customer’s needs  Make a better sales presentation or demonstration  Overcome objections successfully  Provide good after sales service
  • 24. HANDLING CUSTOMER’S ENQUIRIES (QUESTIONS) AND REQUEST  Enquiries means a question  Customers make enquiries because they are interested to know more about your product
  • 25. HANDLING CUSTOMER’S ENQUIRIES AND REQUEST  When handling enquiries, we should :  Listen carefully  Clarify by asking them questions  Provide correct information
  • 26. RETURN OF UNSATISFACTORY PRODUCT There are 3 ways to handle a product return  Offer to exchange it with a different product  Replace it with another of the same product  Return the customer the money he paid (Refund)

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