2. First you will learn…
! What is customer service
! The selling process, some selling techniques
and applying them
! Importance of product knowledge and after-
sales service
4. Customer service
! It is what businesses do for their customers to make
them happy and satisfied.
! It begins from the moment a customer walks into a
shop, looking for products to buy, making a purchase
and even after making the purchase.
5. Do you know?
Why do you think good
customer service is important?
6. Importance of
GOOD customer service
! Give a good image of the business
! Sell a product successfully
! Make customers happy and satisfied
! Encourage customers to return
8. Approaching customers
! Ways of approaching a customer
1. Greeting approach (Hi, good morning sir)
2. Service approach (How may I help you)
3. Product approach (Sir, this product is…..)
9. Making a Sales Presentation
1. Finding out the customers’ needs
2. Presenting the product
3. Answering the customers’ questions
4. Overcoming their rejections
10. Selling techniques for product
presentation
! Hold the product carefully and with pride to show that we are proud of
the product
! Tell the customers about the unique features and benefits of the
product
! Demonstrate how to use the product, if possible, let the customers hold
it or use it
! Listen to the customers’ queries and provide answers
! Use words such as ‘comfortable’, ‘interesting’ or ‘attractive’ to describe
the features of the product
! If necessary, repeat the features and benefits several times, especially
when customers expressed interest or their need in the product
11. Think-Pair-Share
! A customer walks into the store and wants to purchase a
camera. His budget is $250 for the camera. However the
camera he is currently looking at is priced at $300. He seems
interested in the product.
What will you say to him if you are the sales person?
My budget is $250. But this camera is
$300.
12. Handling customers’
Questions/ Objections
! When a customer raises an objection, we should
! Listen carefully and not interrupt him
! Support the customer’s concern by saying, for
example, “I see your point”
! Repeat his concerns to him to clarify and understand
his situation better
! Answer his concern honestly by providing him with
more information
13. Closing the sale
! We should try to close the sale when a customer
does any of the following:
1. Makes remarks such as “This is exactly what I
need”
2. Looks happy with the product and is not looking at
any other products
3. Asks for your opinion of the product
14. Think-Pair-Share
What if a sale is not made,
what should you say to the customer?
Thanks. But I don’t
think I will be buying it.
15. Importance of
After-Sales Service
! To be better than our competitors
! To earn more business revenue and profits from repairs/
maintenance, warranty service etc.
Providing repairs,
maintenance and
warranty service
Providing a
customer
service
hotline
16. Product knowledge
! Importance
1. Develop confidence in selling
2. Build customer relationships and trust
3. Match the right product with customers’ need
4. Make a better sales presentation or demo
5. Overcome objections successfully
6. Provide good after-sales service
17. Think-Pair-Share
Where can you learn about the products
you are selling in order to brush up your
product knowledge?
Where can I find
them?
18. Now you will learn
! Different ways of handling customer enquiries/
requests
! Handling difficult customers and perform sales
recovery
! Importance of quality service to customers
19. Handling an enquiry
1. Listen to the customers carefully
2. Clarify with the customers by asking them questions if we
need more information;
3. Provide relevant and correct information
20. 3 ways to handle a product return
Replace with another
product
Replace with the same
product
Provide a refund
21. Dealing with difficult customers
! When customers are not satisfied with a product or service,
they will usually make a complaint. This is known as sales or
service breakdown.
! If we are able to handle it well, the customer’s bad
experience can be turned into a good one. This is called
service recovery.
22. Procedures for handling
customer complaints
1. Listen carefully. Give customers our full attention.
2. Show patience by not interrupting customers when they are describing their
unhappiness.
3. Apologize to the customers for the inconvenience caused.
4. Acknowledge their feelings and assure them that we will help them solve the
problem.
5. Ask questions if we need more information.
6. Offer solutions.
7. Refer customers to a more senior staff if we are unable to provide them with
an acceptable solution.
8. Thank customers for bringing the problem to our attention.
23. Golden rules when handling
complaints
1. Don’t argue with the customer. It will make him angrier.
2. Don’t be rude to the customer even if you do not agree with
him.
3. Don’t ignore the customer.
4. Don’t blame others. The customer wants a solution, not an
explanation of who caused the problem.
5. Don’t be slow in responding to the customer.
24. Quality Customer Service
! Customers’ expectations of us
§ Be polite
§ Smile
§ Be friendly
§ Be knowledgeable
§ Be efficient
§ Be able to solve their problems
25. Think-Pair-Share
Why do you think Quality Customer
Service is important?
What will
happen if it is
not there?
26. Importance of quality
customer service
! Customers will have a positive experience and they will come
back again
! Customers will recommend their relatives and friends to us,
which in turn means more sales and profit for the business
! To create customer loyalty and ensure the continuity of the
business
