2. What is customer service?
Finding out AND Satisfying the needs
and wants of the customers
3. Why is customer service important?
Good customer service are necessary to
1. Give a good image of the business
2. Sell a product successfully
3. Make customers happy,
4. Encourage customers to return.
4. The Selling Process
1. Approaching Customers
2. Making a sales presentation
3. Providing After Sales service
6. The Selling Process
1. Approaching Customers
2. Making a sales presentation
3. Providing After Sales service
7. Why do we approach customers?
Customers wants to feel
Welcomed and Important when
they enter your shop.
8. Types of approach
*MOST COMMON REJECTION*
•No thanks.
•Just Looking
•(Shaking head and keeping
silent)
9. Types of approach
1.Greeting Approach
2.Service Approach
3.Product Approach
10. Types of approach
1. Greeting approach – used whenever a customer
enters your shop
•Smile and greet the customer as they
enter your shop
•If he’s a regular customer, try to
remember using his name.
11. Types of approach
1. Service approach – use to tell customers you are
ready to serve them
•Smile and ask “Can I help you? “
•Try to use this approach together with
the Greeting approach
•This is to find out what the customer
needs.
12. Types of approach
1. Product approach – used to encourage the customer
to buy your product
•Use this approach when you see the customer
showing interest in a product
•Try to remember what the customer needs
when you ask them using the service approach
•Introduce a product that solves the customer’s
need.
14. The Selling Process
1. Approaching Customers
2. Making a sales presentation
• Presenting the product
• Handling customers questions and
objections
1. Providing After Sales service
15. Making a sales presentation
• Observe the video and discuss what product does the man need.
16. Why make a sales presentation?
When we Know what the customer Needs, it is
then easier to sell a product to them.
17. Why make a sales presentation?
• But not all customers know what they need.
• So it is our job to help them find out.
18. Types of Scenario
Scenario 1
The customer knows exactly what he wants
•We get him the item immediately.
19. Types of Scenario
Scenario 2
The customer is just browsing. If he is interested in something,
he may buy it.
•Inform him of our new arrivals and special promotions
•Ask questions that may remind him of a possible need
20. Types of Scenario
Scenario 3
The customer has no idea what he wants.
•Ask questions , but be careful not to ask too
much. Customers may get angry
•Ask open ended questions.
•Listen carefully to what the customer says
•Show the customer you are keen to help
21. Problem solving activity 1 Pg 184
1. Split into groups
2. Discuss ways on how Samy can improve
his sales presentation
3. Write down the steps Samy should take
to approach the customer, and the
questions he should ask.
23. Presenting a good product
1. Hold the product carefully and with pride.
2. Tell the customers about the good features of
the product.
3. Demonstrate how to use the product
4. Use words such as comfortable, interesting,
attractive.
24. Problem solving activity 2 Pg 188
1. Split into groups
2. Work on the following items
1. Mobile phone
2. Playstation Portable
3. Ipod
4. Lap top
25. Handling a customer’s questions
1. Customers that ask questions show
they are interested in your product
2. Keep reminding them of how the
product can meet their needs.
3. Provide as much information as you can
26. Handling a customer’s objections
1. Don’t get angry when a customer raise
objections.
2. Turn a negative remark into a selling
point.
3. Use “yes,but….”
4. Ask the customers what are their
concerns
27. Handling a customer’s questions and
objections
1. Hold the product carefully and with
pride.
2. Tell the customers about the good
features of the product.
3. Demonstrate how to use the product
4. Use words such as comfortable,
interesting, attractive.
29. Closing the sale
Close the sale as soon as you observe the
following :
1. Customer looks happy with your
product
or
1. Customer says he’s buying the product
30. Closing the sale
1. Ask questions such as the method of
payment or delivery
2. Offer the customer some freebies if he
agrees to buy now.
3. Offer additional information such as
limited stock only.
31. Closing the sale
*Some points to remember*
1. After the sale is complete – remember
to thank them.
2. Thank them for coming EVEN if they did
not buy anything.
3. Offer a name card
33. The Selling Process
1. Approaching Customers
2. Making a sales presentation
3. Providing After Sales service
1. Importance of after sales service
2. Importance of product knowledge
3. Handling customer’s enquiries and
request
4. Dealing with difficult customers
34. Importance of after sales service
• Observe the video and discuss what is happening in the video.
35. Importance of after sales service
Types of after sales service
• Providing repairs and maintenance
• Providing a customer service hotline
• Looking into customer’s complaints
• Taking care of returns, refunds or exchange of goods
36. Importance of product knowledge
Good product knowledge allows us to :
• Develop confidence in selling
• Build customer relationships and trust
• Match the right product with customer’s needs
• Make a better sales presentation or demonstration
• Overcome objections successfully
• Provide good after sales service
37. Handling customer’s enquiries and request
• Enquiries means a question
• Customers make enquiries because they are
interested to know more about your product
38. Handling customer’s enquiries and request
When handling enquiries, we should :
• Listen carefully
• Clarify by asking them questions
• Provide correct information
39. Return of Unsatisfactory Product
There are 3 ways to handle a product
return
• Offer to exchange it with a different product
• Replace it with another of the same product
• Return the customer the money he paid (Refund)
40. Return of Unsatisfactory Product
Remember :
• Handle the return carefully, and you can turn an
unhappy customer into a satisfied one. Because…..
• It is easier to keep an old customer than to find new
ones.
41. Dealing with difficult customers
When customers complain….
• This means there is a service breakdown.
• Don’t get upset or anxious when it happens.
• Because this is a good chance to build customer
loyalty.
• Turning a customer’s bad experience into a good one
is called service recovery.
42. Dealing with difficult customers
Always remember these golden rules
1. Don’t ever argue with the customer.
2. Don’t be rude even if the customer is wrong.
3. Don’t ignore the customer.
4. Don’t blame others.
5. Don’t be slow in responding to the customer.
