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Crocs - Sales and Customer Service
- 1. Sales and Customer Service
- 2. Your Facilitator Kazunori plays the role of a Trainer within work and serves as a Life Coach in CCF. He loves playing boardgames with friends. “We may have all come on different ships, but we’re in the same boat now.” – Martin Luther King Jr. Kazunori B. Kato Jr. Trainer | Coach
- 3. At the end of the training, you will: • Know what customer service is • Discover good examples of customer service
- 4. What is Customer Service? • Teaching buyers how to use products • Answering questions and solving problems • Selling the experience while giving control to customers
- 5. Ice Breaker – Reverse Game! • First player provides any word • Second player provides a word related to the first • Next player provides a word related to the second • Continue to provide related words to the last word mentioned • Any player may declare, “Reverse!” • Players need to provide the same word they said in order • Last man standing wins!
- 6. Good examples of customer service • Warm welcome and assurance • Quick and confident responses to customers • Submit to your customer when they have a complaint
- 7. Sample demonstration • Volunteer to demo good customer service • Customer • Observer to provide feedback on what went well and what could be improved
- 8. Quick Review • What is customer service? • What are good examples of customer service?
- 9. Questions?
- 10. Thank you!
Editor's Notes
- Of course, when a buyer is interested in getting crocs, we have to demonstrate how to wear it and how it looks like walking around with it We have to be ready in answering our customers' questions like available sizes, the use of credit card payments, explaining how good our products are based on celebrities who are using them or our policy in returning products in case of damage The experience in the store will sell your product, so make sure to greet your customer, smile and maintain eye contact, and give the control to your customer by asking them questions about the products and sizes they are looking for (It’s like we’re courting our customers)
- When a customer walks in, happily greet your customer and ask how you would be able to help them. Once you hear what they need or what they are looking for, give them your assurance by saying, “Sure, I’ll be more than happy to help”, or “You’ve come to the right place”. (You could create your own assurance statements) Provide quick and confident responses by answering customer questions immediately to build trust and if you don’t know the answer, mention that you will just double check the information. Learning about your products and the store helps a lot to develop your confidence. When a customer has a complaint, submit to your customer by providing a sincere apology and by listening to the cause of the issue. Tell them that you will write their feedback so you could report it or if they need to learn the correct information, assure them that you will provide them the correct information.
- References: https://blog.hubspot.com/service/customer-service