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How to Win Customers?
Prepared By: Manoj Ku. Pandey
The secret to winning and keeping
customers is to reward them.
Forget about selling. People love to
buy but hate to be sold.
Concentrate on helping customers buy
what’s best for them.
T...
I’m a nice customer. You all know me. I’m
the one who never complains, no matter
what kind of service I get. I never kick....
“Why customers quit?”
a. 3 % move away
b. 5 % develop other friendships
c. 9 % leave for competitive reasons
d. 14 % are d...
A typical dissatisfied customer will
tell eight to ten people about his
problem. One in five will tell
twenty. It takes tw...
Seven out of ten complaining
customers will come again if you
resolve the complaint in their favor.
If you resolve it on t...
The average business spends six times
more to attract new customers than
it does to keep old ones. Yet customer
loyalty is...
Businesses having a low service quality
average only a 1 % return on sales
and lose market share at the rate of 2
% per ye...
A typical company looses half of its
customers every five years. Yet by
increasing the yearly customer
retention rate by a...
Today’s customer is better educated
and better informed, and has more
choices than ever.
In earlier times the seller told the
buyer, “Price, quality, speed – choose
any two.” Today, a company that
can’t deliver ...
One of the greatest keys to long-term
business success can be summed up
in three simple words: quality
customer service.
The greatest customer you’ll ever
win is you, because the best
salesperson is the true believer.
Customer Behaviors
The first point to remember is that
people buy emotionally and justify
with logic.
The second point to ...
Customers buy only when they are
feeling glad about you and your
products and services.
“People don’t buy goods, they buy
solutions to problems. They don’t
buy quarter-inch drill bits, they buy
quarter-inch hol...
The only two things people ever buy
are good feelings and solutions to
problems.
If you know what you’re doing, love
what you’re doing, and believe in
what you’re doing, you’ll be totally
sold on the pro...
Put yourself in the glad emotional
state. (Act the way you want to feel
and soon you’ll feel the way you
act)
Never tell customers your problems.
(Most of them don’t care. Telling
people your problems makes them
sad, and sad people ...
Customers buy for their reasons, not
ours.
Act as if you are the only personal
contact that the customer has with
the company and behave as if the
entire company’s i...
Use both logic and emotion to win and
keep customers.
Use the problem-solving approach to
move customers from mad, sad, or
scared to glad.
Help them to like themselves better and
they’ll love you.
Perceived service quality is the
difference between what they get and
what they expect.
Whenever you have contact with a
customer, you are the company to
that customer.
It’s not enough to give the customer
excellent service. You must subtly
make him aware of the great
service he is getting.
Reward customers, and you’ll create
and keep them.
Every company’s greatest assets are
its customers, because without
cust...
To win new customers, ask the
golden question: “What’s the unmet
want?”
To keep them for life, ask the
platinum questions: “How are we
doing?” and “How can we get
better?”
The five best ways to keep customers
coming back are: Be Reliable, be
Credible, be Attractive, be
Responsive, and be Empat...
Quality Customer Service Action Plan
• Treat your customers like lifetime partners.
• Ask everyone where you work for serv...
When the Customer
Appears, calls, or inquires
Reward Him:
By being prompt and prepared
When the Customer
 Is angry or defensive
Reward Him:
With kindness and empathy
When the Customer
Has special requests
Reward Him:
By customizing
When the Customer
Can’t make up his mind
Reward Him:
With a specific recommendation
When the Customer
Raises obstacles or objections to
buying
Reward Him:
By agreeing, empathizing, and
buying value
When the Customer
Gives buying signals
Reward Him:
By reinforcing the signal, making
it easy to buy, and asking for the
...
When the Customer
Buys
Reward Him:
By delivering more than you
promised
When the Customer
Refuses to Buy
Reward Him:
With polite appreciation
When the Customer
Complains
Reward Him:
With fast, positive action
When the Customer
Is going to be disappointed
Reward Him:
With positive perks
Almost two-thirds of all sales calls conclude
without the salesperson asking for the
order. Yet it’s one of the most cruci...
To manage any moment of truth, ask
yourself the winning question:
“How can I make him glad he
talked to me? And put the an...
Customer retention is the best
business strategy of all.
Rewarding the customer is
everybody’s job. Rewarding those
who reward the customer is
management’s job.
Thank You
How to win customer
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How to win customer

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How to win customer

  1. 1. How to Win Customers? Prepared By: Manoj Ku. Pandey
  2. 2. The secret to winning and keeping customers is to reward them.
  3. 3. Forget about selling. People love to buy but hate to be sold. Concentrate on helping customers buy what’s best for them. The most important goal of any employee, including salespersons, is to create and keep customers.
  4. 4. I’m a nice customer. You all know me. I’m the one who never complains, no matter what kind of service I get. I never kick. I never nag. I never criticize. And I wouldn’t dream of making a scene, as I’ve seen some people do in public places, no matter how bad the service is. I think that is uncalled for. No, I’m the nice customer. And I’ll tell you who else I am – I’m the customer who never comes back!
  5. 5. “Why customers quit?” a. 3 % move away b. 5 % develop other friendships c. 9 % leave for competitive reasons d. 14 % are dissatisfied with the product e. 68 % quit because of an attitude of indifference toward the customer by the owner, manager, or some employee.
  6. 6. A typical dissatisfied customer will tell eight to ten people about his problem. One in five will tell twenty. It takes twelve positive service incidents to make up for one negative incident.
  7. 7. Seven out of ten complaining customers will come again if you resolve the complaint in their favor. If you resolve it on the spot, 95 % will come again. On average, a satisfied complainer will tell five people about the problem and how it was satisfactorily resolved.
  8. 8. The average business spends six times more to attract new customers than it does to keep old ones. Yet customer loyalty is in most cases worth ten times the price of a single purchase.
  9. 9. Businesses having a low service quality average only a 1 % return on sales and lose market share at the rate of 2 % per year. Businesses with high service quality average a 12 % return on sales, gain market share at the rate of 6 % per year, and charge significantly higher prices.
  10. 10. A typical company looses half of its customers every five years. Yet by increasing the yearly customer retention rate by as little as 5 %, companies can increase their bottom line profits from 25 to 100 %.
  11. 11. Today’s customer is better educated and better informed, and has more choices than ever.
  12. 12. In earlier times the seller told the buyer, “Price, quality, speed – choose any two.” Today, a company that can’t deliver all three is out of the race.
  13. 13. One of the greatest keys to long-term business success can be summed up in three simple words: quality customer service.
  14. 14. The greatest customer you’ll ever win is you, because the best salesperson is the true believer.
  15. 15. Customer Behaviors The first point to remember is that people buy emotionally and justify with logic. The second point to remember is that people spend money when and where they feel good.
  16. 16. Customers buy only when they are feeling glad about you and your products and services.
  17. 17. “People don’t buy goods, they buy solutions to problems. They don’t buy quarter-inch drill bits, they buy quarter-inch holes.”
  18. 18. The only two things people ever buy are good feelings and solutions to problems.
  19. 19. If you know what you’re doing, love what you’re doing, and believe in what you’re doing, you’ll be totally sold on the products and services you offer. And that’s the greatest customer you’ll ever win. The World is Your Mirror and Your Mind is a Magnet
  20. 20. Put yourself in the glad emotional state. (Act the way you want to feel and soon you’ll feel the way you act)
  21. 21. Never tell customers your problems. (Most of them don’t care. Telling people your problems makes them sad, and sad people don’t buy as often)
  22. 22. Customers buy for their reasons, not ours.
  23. 23. Act as if you are the only personal contact that the customer has with the company and behave as if the entire company’s image depends on you.
  24. 24. Use both logic and emotion to win and keep customers.
  25. 25. Use the problem-solving approach to move customers from mad, sad, or scared to glad.
  26. 26. Help them to like themselves better and they’ll love you.
  27. 27. Perceived service quality is the difference between what they get and what they expect.
  28. 28. Whenever you have contact with a customer, you are the company to that customer.
  29. 29. It’s not enough to give the customer excellent service. You must subtly make him aware of the great service he is getting.
  30. 30. Reward customers, and you’ll create and keep them. Every company’s greatest assets are its customers, because without customers there is no company.
  31. 31. To win new customers, ask the golden question: “What’s the unmet want?”
  32. 32. To keep them for life, ask the platinum questions: “How are we doing?” and “How can we get better?”
  33. 33. The five best ways to keep customers coming back are: Be Reliable, be Credible, be Attractive, be Responsive, and be Empathic. “Reliable CARE” keeps customers coming back.
  34. 34. Quality Customer Service Action Plan • Treat your customers like lifetime partners. • Ask everyone where you work for service improvements ideas. • If you don’t have a service strategy, get one. • Carefully select and heavily train your frontline service people. • Set service quality goals and rewards. • Get out of your office and find out what’s happening. • Always be patient but never satisfied.
  35. 35. When the Customer Appears, calls, or inquires Reward Him: By being prompt and prepared
  36. 36. When the Customer  Is angry or defensive Reward Him: With kindness and empathy
  37. 37. When the Customer Has special requests Reward Him: By customizing
  38. 38. When the Customer Can’t make up his mind Reward Him: With a specific recommendation
  39. 39. When the Customer Raises obstacles or objections to buying Reward Him: By agreeing, empathizing, and buying value
  40. 40. When the Customer Gives buying signals Reward Him: By reinforcing the signal, making it easy to buy, and asking for the business
  41. 41. When the Customer Buys Reward Him: By delivering more than you promised
  42. 42. When the Customer Refuses to Buy Reward Him: With polite appreciation
  43. 43. When the Customer Complains Reward Him: With fast, positive action
  44. 44. When the Customer Is going to be disappointed Reward Him: With positive perks
  45. 45. Almost two-thirds of all sales calls conclude without the salesperson asking for the order. Yet it’s one of the most crucial ingredients to winning and keeping customers. You may offer the greatest products and services and have the greatest marketing strategy in the world, but unless you cultivate the habit of asking for the order, you’re going to lose a lot of business.
  46. 46. To manage any moment of truth, ask yourself the winning question: “How can I make him glad he talked to me? And put the answer to work. Practice the plus, minus, zero theory at every moment of truth.
  47. 47. Customer retention is the best business strategy of all.
  48. 48. Rewarding the customer is everybody’s job. Rewarding those who reward the customer is management’s job.
  49. 49. Thank You

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