0
CHAPTER 7
Customer Service
WHAT IS CUSTOMER
SERVICE?
Finding out AND
Satisfying the
needs and wants
of the customers
WHY IS CUSTOMER SERVICE
IMPORTANT?
Good customer service are
necessary to
1. -Give a good image of the
business
2. -Sell a...
THE SELLING PROCESS
 Approaching Customers
 Making a sales
presentation
 Providing After Sales
service
THE SELLING PROCESS
 Approaching
Customers
 Making a sales
presentation
 Providing After
Sales service
WHY DO WE
APPROACH
CUSTOMERS?
Customers wants
to feel
Welcomed and
Important when
they enter your
shop.
TYPES OF APPROACH
*MOST
COMMON
REJECTION*
 No thanks.
 Just Looking
 (Shaking head and
keeping silent)
3 TYPES OF
APPROACHES
1.Greeting Approach
2.Service Approach
3.Product Approach
TYPES OF
APPROACH
Greeting approach –
used whenever a
customer enters your
shop
 Smile and greet the
customer as they
ent...
TYPES OF
APPROACH
Service approach –
use to tell customers
you are ready to serve
them
 Smile and ask “Can I
help you? “
...
TYPES OF
APPROACH
Product approach –
used to encourage
the customer to buy
your product
 Use this approach when you see
t...
THE SELLING
PROCESS
1. Approaching Customers
2. Making a sales presentation
1. Presenting the
product
2. Handling customer...
WHY MAKE A SALES PRESENTATION?
When we Know
what the
customer
Needs, it is
then easier to
sell a product
to them.
WHY MAKE A SALES PRESENTATION?
But not all
customers
know what
they need.
So it is our
job to help
them find
out.
PRESENTING A GOOD PRODUCT
1. Hold the product
carefully and with
pride.
2. Tell the customers
about the good
features of t...
HANDLING A CUSTOMER’S QUESTIONS
1. Customers that ask
questions show they are
interested in your
product
2. Keep reminding...
HANDLING A CUSTOMER’S OBJECTIONS
1. Don’t get angry when a
customer raise
objections.
2. Turn a negative remark
into a sel...
HANDLING A CUSTOMER’S QUESTIONS
AND OBJECTIONS
1. Hold the product carefully and with pride.
2. Tell the customers about t...
CLOSING THE SALE
 Close the sale as soon as you observe the following :
 Customer looks happy with your product
or
 Cus...
CLOSING THE SALE
1. Ask questions such as the method of
payment or delivery
2. Offer the customer some freebies if he
agre...
CLOSING THE SALE
1. After the sale is complete – remember to
thank them.
2. Thank them for coming EVEN if they did not
buy...
IMPORTANCE OF AFTER SALES SERVICE
 Types of after sales service
 Providing repairs and maintenance
 Providing a custome...
IMPORTANCE OF PRODUCT KNOWLEDGE
Good product knowledge allows us to :
 Develop confidence in selling
 Build customer rel...
HANDLING CUSTOMER’S ENQUIRIES
(QUESTIONS) AND REQUEST
 Enquiries means a question
 Customers make enquiries because they...
HANDLING CUSTOMER’S ENQUIRIES AND
REQUEST
 When handling enquiries, we should :
 Listen carefully
 Clarify by asking th...
RETURN OF UNSATISFACTORY PRODUCT
There are 3 ways to handle a product return
 Offer to exchange it with a different produ...
Upcoming SlideShare
Loading in...5
×

Chapter 7 customer service whole new

1,012

Published on

Published in: Business, Education
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
1,012
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
16
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

Transcript of "Chapter 7 customer service whole new"

  1. 1. CHAPTER 7 Customer Service
  2. 2. WHAT IS CUSTOMER SERVICE? Finding out AND Satisfying the needs and wants of the customers
  3. 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. 4. THE SELLING PROCESS  Approaching Customers  Making a sales presentation  Providing After Sales service
  5. 5. THE SELLING PROCESS  Approaching Customers  Making a sales presentation  Providing After Sales service
  6. 6. WHY DO WE APPROACH CUSTOMERS? Customers wants to feel Welcomed and Important when they enter your shop.
  7. 7. TYPES OF APPROACH *MOST COMMON REJECTION*  No thanks.  Just Looking  (Shaking head and keeping silent)
  8. 8. 3 TYPES OF APPROACHES 1.Greeting Approach 2.Service Approach 3.Product Approach
  9. 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. 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. 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. 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. 13. WHY MAKE A SALES PRESENTATION? When we Know what the customer Needs, it is then easier to sell a product to them.
  14. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 25. HANDLING CUSTOMER’S ENQUIRIES AND REQUEST  When handling enquiries, we should :  Listen carefully  Clarify by asking them questions  Provide correct information
  26. 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)
  1. A particular slide catching your eye?

    Clipping is a handy way to collect important slides you want to go back to later.

×