Chapter 7 - Customer service


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Chapter 7 - Customer service

  1. 1. Customer Service
  2. 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
  3. 3. Customer Service Worksheet 1
  4. 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. 5. Do you know? Why do you think goodcustomer service is important?
  6. 6. Importance ofGOOD customer service!   Give a good image of the business!   Sell a product successfully!   Make customers happy and satisfied!   Encourage customers to return
  7. 7. the Selling Process
  8. 8. Approaching customers!   Ways of approaching a customer1.  Greeting approach (Hi, good morning sir)2.  Service approach (How may I help you)3.  Product approach (Sir, this product is…..)
  9. 9. Making a Sales Presentation1.  Finding out the customers’ needs2.  Presenting the product3.  Answering the customers’ questions4.  Overcoming their rejections
  10. 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. 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. 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. 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. 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. 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. 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. 17. Think-Pair-ShareWhere can you learn about the productsyou are selling in order to brush up your product knowledge? Where can I find them?
  18. 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. 19. Handling an enquiry1.  Listen to the customers carefully2.  Clarify with the customers by asking them questions if we need more information;3.  Provide relevant and correct information
  20. 20. 3 ways to handle a product return Replace with another product Replace with the same product Provide a refund
  21. 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. 22. Procedures for handling customer complaints1.  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. 23. Golden rules when handling complaints1.  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. 24. Quality Customer Service!   Customers’ expectations of us §  Be polite §  Smile §  Be friendly §  Be knowledgeable §  Be efficient §  Be able to solve their problems
  25. 25. Think-Pair-ShareWhy do you think Quality Customer Service is important? What will happen if it is not there?
  26. 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