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Purpose of training is to bring change in…..
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
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
Good quality product
Information (or demo)
Good profit margin
*Business success is meeting
Staring (in case of lady customer)
*every sales person should avoid
The Customer is the business’s biggest
The Customer pays all salaries, wages
The Customer will go where s/he
receives the best attention
You must be your customer’s best choice
• Quality of a product or service is what the
customer feels it is.
• Customer judges quality on :
• Self confidence
• Positive attitude
• Good knowledge of product,
• Good communication skills
• Passion for customer service
• 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
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
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
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
What is Attitude?
Attitude is the way we look at things.
Two types of Attitudes
The foundation of your success is positive
When ….. :
• The Customer is Respected
• Treated Genuinely,
The foundations are laid for
Do not return anger for anger
Avoid fuelling the anger
Be quiet and listen
Don’t make excuses
Recognise the customer’s feelings
Apologise whenever required