1.09Process the sale to complete the             exchange
Process telephone orders
TELEPHONE ORDERS IN SELLING• Increase revenues• Give your phone customers instant gratification• Reach more markets   – In...
Importance of Speaking           SLOWLY and CLEARLY• Company will LOSE CUSTOMERS if:  – Customers cannot understand the te...
Importance of ACCURACYCustomer Satisfaction  – If you have too many mistakes you will LOSE BUSINESS to    your competitors...
What INFORMATION TO OBTAIN during        Sells Telephone Order• Customer Contact Information  – Customer name  – Phone Num...
PROCEDURE for        Processing Telephone Order1. Answer the phone by:  – Identifying your company  – Giving your name  – ...
PROCEDURE for      Processing Telephone Order3. Process the customer’s sales order  – Ask the customer what their wants an...
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Sem I Obj. 1.09 ppt

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Sem I Obj. 1.09 ppt

  1. 1. 1.09Process the sale to complete the exchange
  2. 2. Process telephone orders
  3. 3. TELEPHONE ORDERS IN SELLING• Increase revenues• Give your phone customers instant gratification• Reach more markets – International – Remote (Not able to come to a physical store)
  4. 4. Importance of Speaking SLOWLY and CLEARLY• Company will LOSE CUSTOMERS if: – Customers cannot understand the telephone salesperson – Employees make regular mistakes when taking orders• Match the customers pace – Do not talk too fast or slow
  5. 5. Importance of ACCURACYCustomer Satisfaction – If you have too many mistakes you will LOSE BUSINESS to your competitors – When a telephone customers order includes detailed information NEED TO WRITE IT DOWNReturns based on incorrect information – Customers send back incorrectly ordered productsExpense costs of Returns, Shipping, etc.ALWAYS CONFIRM you have correct information by REPEATING it BACK to the customer
  6. 6. What INFORMATION TO OBTAIN during Sells Telephone Order• Customer Contact Information – Customer name – Phone Number (in case you get disconnected) – Mailing Address – Payment Information (Credit Card Number, etc.) – Check the company data base for the customer contact information• What the Customer wants to Order• REPEAT information back to ensure accuracy
  7. 7. PROCEDURE for Processing Telephone Order1. Answer the phone by: – Identifying your company – Giving your name – Offering help • “Thank you for calling Sports Inc., Mrs. Byers speaking; how may I help you?”2. Obtain Customer Information – Customer Name, Phone Number and Mailing Address • Check the company’s database for the name
  8. 8. PROCEDURE for Processing Telephone Order3. Process the customer’s sales order – Ask the customer what their wants and needs are – Align a product with their wants and needs – Answer any questions about the products4. Obtain customer payment information5. REPEAT the order back to customer6. Thank the customer for their business

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