Your company’s most vital asset is its customers, so you need to make sure you’re dealing with your customers properly. Without them, you would not, and could not, exist in business. Sure, you can attract new customers with unique products, free gifts, or reducing your prices; but if you’re not creating relationships with them, they’re not going to return or recommend you.
2. Customers are the people who need your assistance. They are not an
interruption to your job, they are the reason you have a job..
Importance of Customer
Customers are assets of the retail business and the retailer can’t afford to
lose even a single customer.
Greet customers with a smile.
Assist them in their shopping.
Never compromise on quality of products. Remember one satisfied
customer brings five more individuals to the store. Word of mouth plays an
important role in Brand Promotion.
3. These are the situations
A customer who is upset about the quality of our
product/service.
A product return or a cancellation of services.
Incorrect information given to the customer.
A customer who is negative toward your company due
to past experiences.
Personnel issues and conflict.
Angry customers.
Explaining a company policy or procedure.
4. Keep smiling
Politely ignore
Allow them to talk
Listen carefully
Do not underestimate your customer
Maintain a neutral tone of voice and body language
Don’t take things personally!
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7. CUSTOMER SERVICE
Improve communication and customer handling skills
Enhance interpersonal relationships
Learn the art of building relationship, and empathy
Learn the skill of active listening
Learn questioning techniques
Take time to listen to your customer
8. WHAT IS CUSTOMER SERVICE ?
A sequence of activities that help to enhance the satisfaction
of a customer.
These are:
identification and satisfaction of customer
needs
9. POSITIVE EXPERIENCE
Greeted the customer in a warm manner
Made the customer feel valued and important
Was pleasant and willing to help
Listened actively to the customer
Understood the needs or requirements of the customer
Did not make false promises to the customer
10. NEGATIVE EXPERIENCE
Made the customer feel unwelcome
Was rude and impolite to the customer
Did not attend to the customer immediately
Was unresponsive and did not clarify the customer’s doubts
11. CUSTOMER EXPECTATIONS
Respect and recognition
Help
Comfort, compassion and support
A friendly smiling face
Understanding
To be made to feel important
To be listened to with empathy
Satisfaction
Trust and trustworthiness
A quality or product or service at a fair price
12. SKILL SETS FOR CSA
Positive Attitude
Commitment to Help
Organizational Skills
Ability to Multi-task
High Attention to Detail
Relationship-Building Skills
Effective Communication Skills
Ability to Prioritize Effectively
Follow-up Skills
Teamwork
15. SILENT CUSTOMERS
A silent customer is the one who remains quiet when the salesman is
explaining about the products and the services the company is
providing.
How to face silent customer?
A salesperson should tell in detail about the product and
the services offered by the company ,as this type of
customer speaks very little and does not open his views
about the product like what are his likes and dislikes in
front of the salesperson
16. WOMAN CUSTOMERS
These customers represents the female segment of the customers
group. These are considered to be the most vulnerable
customers .
How To Face Women Customer’s?
These type of customers need proper attention and care . The
queries of these customers should be solved very patiently and
humbly. These customer groups denote the maximum market
share of the buyers group.
17. ANXIOUS CUSTOMERS
Anxious customers are those group of customers who are very
anxious to know about the product and are very eager to
buy
How to negotiate with this type of
customer ?
These type of customer are quite eager to buy the product and
services .The salesman needs to talk point to point with this
group of customers.
18. RUDE CUSTOMERS
Rude customers are those group of customers who doesn’t
listen to the sales person and talk to them in a rude manner.
How to negotiate with this type of
customer?
A sales person should be patience enough and should answer
the queries of the customer in very cool manner and should not
get angry .
19. BARGAIN HUNTER CUSTOMERS
Bargain hunter are those group of customers ,who bargains a
lot about the prices of the product and services offered by the
company
How to negotiate with this type of
customer?
This type of customer group are quiet miser about the prices of
the product. The sales person needs to explain the features
about the product and give the best prices possible to the
customer offered by the company
The sales person should insist that the Company works on a
brand level and not as a petty , street shop.
20. ARGUMENTATIVE CUSTOMER
Argumentative customer are those customer who argues a lot
about the features of the products and tries to rectify himself
right and the salesperson wrong
How to negotiate with the customer?
The salesperson needs to talk patiently with the customer and
needs to speak about the features of the product and services
offered by the company.
21. TALKATIVE CUSTOMERS
Talkative customers are those customers who talks a lot and
shows that he is quite knowledgeable about the product and
services he is going to buy from the company.
How to negotiate with such type of
customers?
Talkative customers needs special attention from the salesman
as they asks a lot of question .So a salesperson needs to answer
all his questions patiently and clarify his doubts without
getting impatient.
22. IMPULSIVE CUSTOMER
Impulsive customers are those group of customers who are
always in hurry and never listen to the sales person in a
proper manner.
How to negotiate with such type of customers?
A salesperson needs to talk very precise in their talk .The
salesperson should be talking about the features of the
product and the service provided by the company.
23. Suspicious Customer
Establish your credibility
Ensure you know your product or service
They will try and catch you out so don’t guess or tell them
something you’re not sure of
Be careful what you say
Be polite
Don’t take it personally, they don’t trust anyone!
If you feel it is a competitive enquiry, just casually stick
around without answering specific company related query.
24. Indecisive Customer
Find out what they really want
Ask them for the options
Explain the usability of the product and give a fair idea about
the styling factor/tips
Reflect back to them what they’ve said
Assume control gently and point out the best course of
action from what they’ve told you they need
Be logical
Confirm a plan of action with them
Maybe even put it in writing
25. Privacy of the company should be maintained at
any cost no matter what. However, be polite
with customer.
Any trouble shooting can be brought to the
notice of the Manager-in-charge.