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Customer visits - 10 Do's and Don'ts
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Customer Visits

Goes over the objectives of a customer visit, preparing for a customer visit, what to observe and ask about during a customer visit, etc.

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Customer Visits

  1. 1. Customer Visits Chapter Sixteen NACM
  2. 2. Learning Objectives <ul><li>Objectives of a customer visit </li></ul><ul><li>What to observe and ask about during a customer visit </li></ul><ul><li>Customer visit: sales, customer service, credit </li></ul><ul><li>Preparing for a customer visit </li></ul><ul><li>Importance of follow-up after a visit </li></ul>
  3. 3. Customer Visits <ul><li>Objectives of Customer Visits </li></ul><ul><li>Customer Education and Best Practices </li></ul><ul><li>Account Status and Collecting Money </li></ul><ul><li>Preparation </li></ul>
  4. 4. Objectives for Customer Visits <ul><li>Building Relationships </li></ul><ul><li>Observe the Facilities </li></ul><ul><li>Discuss and Review Financial Information </li></ul><ul><li>Develop Interaction, Resolve Disputes </li></ul>
  5. 5. Customer Education and Best Practices <ul><li>Sharing Successes and Best Practices </li></ul><ul><ul><li>Provide suggestions </li></ul></ul><ul><ul><li>Share what works well </li></ul></ul><ul><ul><li>Strengthens customer/supplier relationship </li></ul></ul>
  6. 6. Account Status and Collecting Money <ul><li>Collection of Payments </li></ul><ul><ul><li>Advance preparation is key </li></ul></ul><ul><ul><li>Set the tone </li></ul></ul>
  7. 7. Preparation <ul><li>Preparing for Each Visit </li></ul><ul><ul><li>Written agenda </li></ul></ul><ul><ul><li>List of questions </li></ul></ul><ul><ul><li>Time frames </li></ul></ul><ul><ul><li>Participants </li></ul></ul>
  8. 8. After the Visit <ul><li>Follow-Up is Critical </li></ul><ul><ul><li>Make meeting notes with outcome and decisions </li></ul></ul><ul><ul><li>Document in customer file </li></ul></ul>
  9. 9. The Credit and Sales Partnership Chapter Seventeen NACM
  10. 10. Learning Objectives <ul><li>How credit can be a sales tool </li></ul><ul><li>Use of credit information prior to selling </li></ul><ul><li>When to consider special credit terms </li></ul><ul><li>How the credit staff can help customers </li></ul><ul><li>How credit contributes to sales department </li></ul><ul><li>How sales contributes to credit department </li></ul>
  11. 11. The Credit and Sales Partnership <ul><li>The Basis for the Sales-Credit Partnership </li></ul><ul><li>Promoting the New or Potential Customer </li></ul><ul><li>The Established Customer </li></ul><ul><li>The Credit Department’s Contribution to Sales </li></ul>
  12. 12. The Basis for the Credit-Sales Partnership <ul><li>Credit as a sales tool </li></ul><ul><li>The “Cs” of the credit-sales partnership </li></ul><ul><ul><li>Cooperation </li></ul></ul><ul><ul><li>Communication </li></ul></ul><ul><ul><li>Courtesy </li></ul></ul>
  13. 13. Promoting the New or Potential Customer <ul><li>Two kinds of customers </li></ul><ul><ul><li>Well-known, established </li></ul></ul><ul><ul><li>Newly established </li></ul></ul><ul><li>Investigating Potential Customers </li></ul><ul><ul><li>Check credit before making initial contact </li></ul></ul>
  14. 14. The Established Customer <ul><li>The role of sales with established customers </li></ul><ul><li>Credit’s role with established credit customers </li></ul>
  15. 15. The Credit Department’s Contribution to Sales <ul><li>Developing the Credit/Sales Relationship </li></ul><ul><li>Prompt service/action </li></ul><ul><li>Assisting and educating customers </li></ul><ul><li>Up-to-date information about accounts </li></ul><ul><li>Pro-sales attitude </li></ul>
  16. 16. End of Session
  • PuttLertsarunyapong

    Jan. 8, 2017
  • hossamelsayed125

    Jan. 22, 2015

Goes over the objectives of a customer visit, preparing for a customer visit, what to observe and ask about during a customer visit, etc.

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