1.
• Skills
>how to
>steps
• Knowledge
>critical thinking
>decision making
• Attitudes
>ethics/values
>behavior
Purpose of training is to bring change in…..

2.
 Business Kisi chalaki ka nam nahi hai
 Business kisi great strategy ka nam nahi hai
 Business kisi hoshiari ka nam nahi hai
 Business hai sirf log (customer)—Jab hamare
customer hamse kush hote hai to hamara
business apne aap age badhta hai

3.
Business is …..
1. Selecting right customer
2. Presenting right product to right customer
3. Identifying needs of customer
4. Satisfying needs of customer
5. Ensuring excellent service to the customer

4.
 Non users
 Occasional users(trial users)
 Regular users
 Loyal customer

5.
 Friendliness
 Understanding
 Fairness
 Good quality product
 Good price
 Information (or demo)
 Good service
 Good profit margin
*Business success is meeting
customer’s expectations

6.
 Bad manners
 Irregular visit
 Arguments
 False promise
 Poor appearance
 Staring (in case of lady customer)
*every sales person should avoid

7.
The Customer is the business’s biggest
asset
The Customer pays all salaries, wages
and dividends
The Customer will go where s/he
receives the best attention
You must be your customer’s best choice

8.
• Quality of a product or service is what the
customer feels it is.
• Customer judges quality on :
–Responsiveness
–Competence
–Courteousness
–Sensitivity
–Consistency

9.
• Self confidence
• Positive attitude
• Good knowledge of product,
Comapany,market &customers
• Good communication skills
• Enthusiasm
• Discipline
• Passion for customer service

10.
• 90% of us make
decisions about others
in a few minutes.
• Over 50% of our
personal impact is
through our appearance,
our body language and
facial expressions.

11.
Self-esteem is the way we feel about ourselves.
When we feel good about ourselves:
We feel good about others
Our performance goes up
Our relationships improve - at home & outside
The whole world looks nicer
There is a direct co-relation between feeling and
behavior.

12.
• Postures
• Gestures
• Movements
• Eye Contact

13.
Always be positive and enthusiastic
Smile, be friendly
Don’t feel rejected when customer says no
Selling starts when customer says no
Try to meet a customer’s reasonable request
Customer doesn’t care if you are having a bad
day
You should leave your problems at home
Customers expect to get what they pay for
Your good attitude will make work enjoyable
for you and your customers

14.
What is Attitude?
Attitude is the way we look at things.
Two types of Attitudes
Positive Negative
The foundation of your success is positive
Attitude.

15.
When ….. :
• The Customer is Respected
• Understood
• Treated Genuinely,
The foundations are laid for
Quality Service

16.
 Do not return anger for anger
 Avoid fuelling the anger
Avoid arguments
 Be quiet and listen
 Don’t make excuses
 Recognise the customer’s feelings
 Probe
 Solve problem
 Apologise whenever required