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Serving the customer

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  • Ireally make use if these slides to get a clearer picture across to the class taking office admin.
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  • Excellent ppt. Hope you can share. My email mkbar_98@yahoo.com. THANK YOU
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  • This ppt was made simple and easy to apply. Is it possible for me to have the copy of it? My e mail address drjaganmohanreddy@gmail.com
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  • This ppt was made simple and easy to apply. Is it possible for me to have the copy of it? My e mail address i.sagito@yahoo.co.id
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  • Gutten Tag, A very interesting presentation. Would you allow me to reference it for my communications studies please. Would it be possible to send a copy in PPT or PDF please? My address klaus.himmler000@gmail.com. Thank Klaus.
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Serving the customer

  1. 1. SERVING THE CUSTOMER<br />Nilesh Sawant<br />
  2. 2. SNAPSHOT<br />OBJECTIVE: To understand and serve the customer<br />AGENDA:<br /> Defining Customer Service<br /> Who is a CUSTOMER?<br /> Facts about customers<br /> The DO’s and DON’T’s of Customer Service<br />The Sales Road Map<br />Serving with a Smile<br /> Types of Customers and how to handle the types<br />What does a Customer Want?<br />Complaint Handling<br />
  3. 3. What does Customer Service mean to you…?<br />MAKE AS MANY SENTENCES AS YOU CAN IN 5 MINUTES OUT OF THESE WORDS. MAKE SURE YOU USE ONE WORD ONLY ONCE.<br />
  4. 4. Definition - Customer Service<br />Customer Service <br />Is <br />THE DESIRE TO HELP<br />SERVE<br />BUILD RELATIONSHIPS <br />SATISFY NEEDS<br />
  5. 5. Is Customer Service Important…..??<br />LET’S DISCUSS<br />
  6. 6. Who is a CUSTOMER?<br />Customer is our “GUEST”.<br /><ul><li>G-Greet the customer
  7. 7. U- Understand customer needs
  8. 8. E-Explain benefits and features
  9. 9. S-Suggest additional items
  10. 10. T-Thank the customer</li></li></ul><li>Facts about CUSTOMERS<br /><ul><li>Do not Prejudge the customer
  11. 11. Do not draw assumptions about customers Actions and reactions
  12. 12. Trust every customer as a potential million dollar customer.
  13. 13. You should be sensitive to the personal space of the Customer & give him a good distance so that he should not feel threatened.</li></li></ul><li>Facts about CUSTOMERS<br />‘If a Customer leaves without a purchase you have not failed<br />But if a customer leaves without a smile , then<br />‘YOU HAVE FAILED’.<br />
  14. 14. Do’s & Don'ts<br />
  15. 15. Do’s & Don'ts<br />Don’t’ Say : “I don’t know”.<br />SAY : I”II find out.”<br />
  16. 16. Do’s & Don'ts<br />Don’t’ Say:- “That’s not my job.” <br />SAY: “This is who can help you…” <br />
  17. 17. Do’s & Don'ts<br />Don’t Say - “You’re right-This stinks.”<br />SAY: “I understand your frustration.”<br />
  18. 18. Do’s & Don'ts<br />Don’t Say -“You want it by when.?” <br />SAY: “I’ll try my best.”<br />
  19. 19. Do’s & Don'ts<br />Don’t Say - “Calm down.” <br />SAY: “I m Sorry.”<br />
  20. 20. Sales Road Map<br />Opening the Sale<br /><ul><li>The Greeting </li></ul>Progressing the Sale<br /><ul><li>Probing, Discovering & Analyzing Needs
  21. 21. Presentation & Product Knowledge
  22. 22. Up selling, Cross Selling and Add on Selling
  23. 23. Answering Objections</li></ul>Closing the Sale<br /><ul><li>Maximizing the Last Moment - Affirming & Thanking
  24. 24. Providing Information about After Sales Service</li></li></ul><li>Serving with a Smile<br />A smile can increase your face value: “Good morning Sir/Madam, How may I help you?<br />Ask your customers: “Sir/Madam, Have you seen the offers for the day? May I tell you about them?<br />Before you end the conversation always check with the customer if s/he has further doubts: “Sir/Madam, Is there anything else I can do for you?<br />The Human Touch: “Sir/Madam, Thank you for shopping with us, Do come again” and “Always welcome Sir/Madam, if the customer thanks you for your services”<br />At the Exit<br />If the customer has waited for a long time at the queue: “Sir/Madam, Sorry to keep you waiting”<br />
  25. 25. Practice It!!!!<br />Let’s practice the various phrases that we just learnt<br />Pass the Ball that is given to you till the music is on.<br />When the music stops the person with the ball in the hand will have to repeat any phrase from the Serve with a smile section<br />
  26. 26. Types of Customers<br />Loyal Customers<br />Discount Customers<br />Impulse Customers<br />Need-Based Customers<br />Browsing Customers<br />
  27. 27. How to Handle the types?<br />Loyal Customers: <br />These customers should always be asked for Feedback because it is these customers who will help you improve your service standards.<br />These are the ones who will stick by you even when you have stock outs.<br />Address them by their names, “XYZ Sir, How are you and ask them for their inputs and then work towards implementing them in your work<br />Discount Customers:<br />Helps ensure your stocks on Offers and Discounts are sold out.<br />Will help you sell all the promotional products<br />Ensure that you make the Exchange/Refund Policy clear to these kind of customers as they are prone to returning products that they buy<br />Impulse Customers:<br />These customers will purchase if they like the display of your products<br />The better your racks look, the more they are prone to attract these customers<br />
  28. 28. How to Handle the types?<br />Need-Based Customers:<br />They will look only for the items they need and if they are not available, they will leave the store<br />They buy for various reasons such as, a specific occasion, a specific need, or an absolute price point.<br />They may be difficult to please and you may end up loosing them to your competitor.<br />To overcome this threat, a positive personal interaction is required.<br />They are potential loyal customers if treated well<br />Browsing Customers:<br />One’s who increase your footfalls but make up for the smallest % of sales<br />Do not spend too much time with them, but if you feel that they are interested in a particular product, serve them well.<br />They will definitely help in spreading a good word of mouth for your store<br />
  29. 29. Why do Customers Leave<br />
  30. 30. What does a Customer want…<br />Customers expect “YOU” to be:<br />Courteous<br />Honest<br />Approachable and Friendly<br />Accurate<br />Timely<br />Efficient<br />
  31. 31. SUMMARY<br />To Summarize the overall session we must do the following things:<br /><ul><li>Listen to the Customer
  32. 32. Empathize
  33. 33. Ask Questions
  34. 34. Take responsibility</li></ul>“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong”<br />
  35. 35. THANK <br />YOU<br />

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