1. “Developing Customer Focused Approach”
“The Role & Goal of a Good
Sales Professional is to Gain &
Retain Customers”

2. Shifting Focus………..Need of an HOUR
• PRODUCT CENTRIC TO CUSTOMER CENTRIC
• CUSTOMER SATISFACTION TO CUSTOMER DELIGHT
Becoming customer-centric means looking at an enterprise from the outside-in
rather than the inside-out—that is, through the lens of the customer rather than the
producer

3. WHY FOCUSED APPROACH ?
 Customer is King
 Competition is Global
 Several Competitors- Customer has options
 Customers have influence-More access to information
and services
 Customers are no more brand loyal and it is the critical
driver of the shareholder value of the company

4. “ASPECTS OF CREATING CUSTOMER FOCUS”
 Knowledge of Customer’s needs & Expectations
 Customer Relationship Management
 Customer Satisfaction

5. HOW WE CAN IMPROVISE
• Don’t call them complaints call them feedback
• Know you customer
• Differentiate Customer and provide differentiated treatment
• Do not overpromise and fulfill what is promised
• Make the customer feel important throughout sales process.
• We need to do develop special techniques to interact with the
customers more frequently and more effectively. We need to
provide them a stage to interact with. The company people in order
to develop a long-term and healthy company-customer relationship.
• Strong after sales services
• Take Feedbacks

6. Contd..
 Develop of Skill : Apart from the job skill-sets, the soft skill
parameters like empathy, listening, understanding, caring, patience,
honesty, integrity, communication, respect for people, innovation,
sense of urgency, result focus, leadership, team work and customer
focus is a part and parcel of any job role in today's given scenario.
Because we are catering to different sets of customers therefore we
need to understand their psyche and needs. They should well
understand as in why somebody will buy our products. The
employees should be well motivated to serve the customers without
any kind of force

7. THANK YOU