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Customer Delight
SALES Perspective
Customer Delight Session Out Line
2
 What is Customer delight
 Who is Customer
 Why do we need to delight our Customer
 How to Achieve Customer delight- Sales Prospective
 Process to meet Customer Service Excellence
Diwaker S Chandra
About the Facilitator
About the Facilitator
Diwaker S Chandra is a thorough professional with
26 years experience in Sales Training & People
Psychology. He is self motivated versatile personality
with flair of linguistic ability & interpersonal skills.
His strength as a Facilitator is his high degree of
energy and passion that captivates and engages the
participants using humor, anecdotes, games,
activities, quizzes & realistic examples etc.
Diwaker facilitates Session for Community
Empowerment. He is committed to enhance not only
productivity of an individual but also overall quality
life and skills of life he touches.
Key Interventions:
Selling Skill Customer Orientation & Experience
Leadership Development Enhancing Productivity
People & Behavioral Intervention Organization Effectiveness
GYAANDEEP-
Engage, Enrich & Empower
An initiative by-
Digital Excellence Academy of Learning
6
ABOUT DEAL & GYANDEEP
GYAAN DEEP is an initiative of DEAL- Digital Excellence Academy of Learning.
We aim to empower our fellow citizens by strengthening and unlocking potential in
key areas. Our aim is to strengthen your understanding in the Personal, Professional,
Social, and Financial domains through enhanced life Skills.
At DEAL, it is our firm belief that - “Your earning ability today is largely dependent
upon your knowledge and skill as input and your ability to combine these two in a
manner to contribute value that customers are willing to pay for, as the output .”
Here is your opportunity to Enrich your Self with your choice of subject and topic.
This initiative is a Corporate Social Responsibility programme by the community for
the community.
7
Your Profession Sales or Non-Sales?
In your Profession You Sell something?
or
You Tell something ?
Are both the same!
The process defines the outcome
Customer Delight : In a Process of Selling or Telling
Have you ever come across any such Situation
 Customer not engaged or listening you
 Customer Partly Convinced
 Their Product or Services are more better
 Not Satisfied with the Cost
 Dislike of offerings
 Postponed Purchase
 Discontinuing further services
 Bitter Experience with Customer
If yes the discussion ahead will help you with some
interesting & valuable insights
9
Customer Contact is a Moment of Truth
When “customers” meets us they form an opinions about Individual, Brand or an
Organization.
Those impressions include things about character, efficiency, Services and Quality.
They are free to decide, whether they feel…
 Likes it
 Dislike it
 Rejects it
Their response & reaction will determine our
success/Profitability.
10
The Experiences level of Customer
SERVICE
DESIRED
SERVICE NEEDED
SERVICE GAP
ग्रा + हक़
CUSTOM-URGE
कष्ट + मर
11
Customer Delight
▪ What is Customer Delight ?
▪ What does Delight mean to you?
Let me share with you one story which is a fact and it will help you discover.
what is Customer Delight?
Story of HARIYA, MOURYA & DANU : हररया, मोरया और दानू
There were one of the famous sweet seller of Pathusarihatara market In 1818 at Kolkata.
196 years ago, Moira Ramchandra Das, who came from Debrajhat village in Bardhaman
Khandagoshi, sold sweets in Pathusarihatara market. Today, The shop of Ram-Mourya,
passing through six generations, is one of the Sandesh-seller 'Makhan Lal Das and Son's of Kolkata.
What was done something unique by Mourya (मोरया) ? To build a business which is a success
for 6 generation?
12
Customer Delight
How you sell matters.
Your process matters.
How your Customer feels when they engage
with you matters more.
- Tiffanl Bova -
13
Customer Delight
 The experience of the customer, pre and post services
 It makes or breaks our reputation
 Customer delight is the process of ensuring customer satisfaction
 It requires you letting go of old paradigms and embrace new ones
 Customer perception are the basis of Customer delight
 Customer experience is the new strategic battlefield
 It requires a fundamentally different mindset
Accountability + Delivery = Customer Service
जिम्मेदारी + ननर्ााह = ग्राहक की सम्पूर्ा सॊतुजष्ट
14
Who is Customer ?
ग्राहक कौन है ?
15
Who is Customer ?
The Customer is…
 The owner of his own perception
 He is the one for whom I work
 He is the one who decides my Success
 Without him there would be no Sale, no
profit
 He is my major resource of my well being
 The one decides your existence
16
Why do we need to delight our Customer?
ग्राहक तुजष्टकरर् का मुख्य उद्देश्य क्या है?
17
Why do we need to delight our Customer?
We all buy & Sell Goods or Services!
The Consideration which we pay to avail it is MONEY !
Everything Starts & End with MONEY
18
How to achieve Customer Delight?
Customer Delight: Science or Art
ग्राहक तुष्टिकरण : विज्ञान या
कऱा ?
What message do you
Draw
from this Picture of
Butterfly
19
Let’s see
MONEY
20
MONEY
Now where does actually the process of Delighting the
Customer come in?
21
MONEY : MY MARKET
You need to first identify the Prospect or Place where you
would sell your Services.
Whom would you sell?
Every human is not your ideal customer?
Always approach MAN.
Money
Authority &
Need
22
Each customer is different?
The 5 E’s within the Customer as a key differentiator
 Earnings
 Exposure
 Education
 Ethnicity
 Emotions & Values
What Makes Each Customer Different?
23
MONEY : OPENING THE SALES CONVERSATION
Before you approach your Customer know your Vision- Mission, the Services &
the key differentiator (as how is your company , product or Services different &
better).
Design your introductory speech !
What is very important in any of the sales conversation while opening a call?
You need to be clear in communicating 3 points!
Purpose statement
Performance of your services & your company
Profit/ Benefit you bring to them
24
Understanding the Customer
Is it important to know the Customer ?
क्या ग्राहक को जानना आिश्यक है ?
Your Serve better only when you understand !
सेिा और समझ एक ससक्के के दो पहऱू हैं
25
MONEY : NEED ANALYSIS
It is an indispensable key to making the deal, Closure of sale primarily dependents on
Need Analysis.
It’s a process to analyze how your Product/Services will helps the customer
Identify and emphasize essential questions
It strengthens your rapport and helps to earn the prospect’s trust
As your knowledge hardly matters to customer you concern does.
Customer’s don’t buy products, they buy a solution to their needs
26
MONEY : NEED ANALYSIS -Probes
• Open ended questions
• Close ended questions
• Feeling finding questions
• Fact finding questions
(Remember: “You don’t create a need; instead you help your
prospect in discovering how your product/ service will help
fulfill his need”)
27
MONEY : ESTABLISHING THE SOLUTION
Establishing Solution is a 3 step process.
1. Discussing & Recommending Solution
2. Dealing with Query & Objection
3. Decision Making- The Closing
Develop solution from the fact finder
Tie the solution to the problem as they see it!
Sell the benefits of the solution!
Feed their Need or Greed, Focus on their Wants not on Needs
ABC --- always be closing!
28
MONEY : ESTABLISHING THE SOLUTION
Dealing with Query & Objection
When prospects express reservations, doubts or hesitance over our conclusions
or recommendations that are obstacles to completing the sale.
Here then we experience Query & Objections.
However, objections are also a sign of prospect’s interest and involvement in the
sales process
Handle objections using the Acknowledge – Clarify – Resolve approach
29
MONEY : ESTABLISHING THE SOLUTION
Dealing with Query & Objection- Putting objections in perspective
Don’t fear objections because:
They are normal
They are necessary
They are indications of interest
They lead to sales
If there is no query or objection its a clear indicator for denial of your
recommendation, no Sales is complete without it !
30
MONEY : YOUR REWARDS - The Reference
No Sales or Customer service is Complete without it.
You lead them to contribute by asking close ended questions.
Its a reality check of your customers service ability.
It’s a feedback & Reward of your Good Work.
Its a rating at Personal & Professional level of your goodwill.
31
Process to meet Customer Service Excellence
Act on Every Input
Everyone likes being
Acknowledged
32
Service Excellence: Art
This Art will Help you LAST for a long
Existence & Success
 L: Listen
 A: Advise
 S: Solve
 T: Thank
33
Process to meet Customer Service Excellence
Solve the Pain & the let them Gain....
NEED
DEMAND
WANT
34
Process to meet Customer Delight= MONEY
Each Step makes a difference
35
The 4 P’s of Customer Service Excellence
• PROFESSIONALISM
– Do your BEST.
– Use your BEST.
– Present your BEST.
• POLITENESS
– Be THOUGHTFUL.
– Be COURTEOUS .
– Be KIND.
• PRINCIPLE
– Represent them with
HONESTY.
– Abide by the RULES.
• PRIDE
– Show respect
• To YOURSELF.
• To the CUSTOMER.
36
Meeting Customer Service Excellence
Customer delight is achieved through a WOW effect.
It’s very important to have a clear view of the two elements, as well as
taking into consideration a third one:
Satisfaction + Delight = Loyalty
Satisfaction: You did enough to satisfy an expectation;
Delight: You went above and beyond to satisfy an unexpected desire;
Loyalty: You satisfied them so much that they will prefer you over any
competitor.
37
What does Customer actually wants?
कु छ ऐसा कर कमाऱ के तेरा हो िाऊॉ
मैं ककसी और का हूॉ किऱहाऱ,
के तेरा हो िाऊॉ
38
Thanks!
Any questions?
You can find us at:
▪ https://www.dealtrainingsolutions.com
▪ https://www.facebook.com/pg/dealtrainingsolutions/
▪ https://www.instagram.com/dealtrainingsolutions/
▪ https://www.linkedin.com/company/dealtrainingsolutions/

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Customer Delight - Gyaandeep - DEAL

  • 2. Customer Delight Session Out Line 2  What is Customer delight  Who is Customer  Why do we need to delight our Customer  How to Achieve Customer delight- Sales Prospective  Process to meet Customer Service Excellence
  • 3. Diwaker S Chandra About the Facilitator
  • 4. About the Facilitator Diwaker S Chandra is a thorough professional with 26 years experience in Sales Training & People Psychology. He is self motivated versatile personality with flair of linguistic ability & interpersonal skills. His strength as a Facilitator is his high degree of energy and passion that captivates and engages the participants using humor, anecdotes, games, activities, quizzes & realistic examples etc. Diwaker facilitates Session for Community Empowerment. He is committed to enhance not only productivity of an individual but also overall quality life and skills of life he touches. Key Interventions: Selling Skill Customer Orientation & Experience Leadership Development Enhancing Productivity People & Behavioral Intervention Organization Effectiveness
  • 5. GYAANDEEP- Engage, Enrich & Empower An initiative by- Digital Excellence Academy of Learning
  • 6. 6 ABOUT DEAL & GYANDEEP GYAAN DEEP is an initiative of DEAL- Digital Excellence Academy of Learning. We aim to empower our fellow citizens by strengthening and unlocking potential in key areas. Our aim is to strengthen your understanding in the Personal, Professional, Social, and Financial domains through enhanced life Skills. At DEAL, it is our firm belief that - “Your earning ability today is largely dependent upon your knowledge and skill as input and your ability to combine these two in a manner to contribute value that customers are willing to pay for, as the output .” Here is your opportunity to Enrich your Self with your choice of subject and topic. This initiative is a Corporate Social Responsibility programme by the community for the community.
  • 7. 7 Your Profession Sales or Non-Sales? In your Profession You Sell something? or You Tell something ? Are both the same! The process defines the outcome
  • 8. Customer Delight : In a Process of Selling or Telling Have you ever come across any such Situation  Customer not engaged or listening you  Customer Partly Convinced  Their Product or Services are more better  Not Satisfied with the Cost  Dislike of offerings  Postponed Purchase  Discontinuing further services  Bitter Experience with Customer If yes the discussion ahead will help you with some interesting & valuable insights
  • 9. 9 Customer Contact is a Moment of Truth When “customers” meets us they form an opinions about Individual, Brand or an Organization. Those impressions include things about character, efficiency, Services and Quality. They are free to decide, whether they feel…  Likes it  Dislike it  Rejects it Their response & reaction will determine our success/Profitability.
  • 10. 10 The Experiences level of Customer SERVICE DESIRED SERVICE NEEDED SERVICE GAP ग्रा + हक़ CUSTOM-URGE कष्ट + मर
  • 11. 11 Customer Delight ▪ What is Customer Delight ? ▪ What does Delight mean to you? Let me share with you one story which is a fact and it will help you discover. what is Customer Delight? Story of HARIYA, MOURYA & DANU : हररया, मोरया और दानू There were one of the famous sweet seller of Pathusarihatara market In 1818 at Kolkata. 196 years ago, Moira Ramchandra Das, who came from Debrajhat village in Bardhaman Khandagoshi, sold sweets in Pathusarihatara market. Today, The shop of Ram-Mourya, passing through six generations, is one of the Sandesh-seller 'Makhan Lal Das and Son's of Kolkata. What was done something unique by Mourya (मोरया) ? To build a business which is a success for 6 generation?
  • 12. 12 Customer Delight How you sell matters. Your process matters. How your Customer feels when they engage with you matters more. - Tiffanl Bova -
  • 13. 13 Customer Delight  The experience of the customer, pre and post services  It makes or breaks our reputation  Customer delight is the process of ensuring customer satisfaction  It requires you letting go of old paradigms and embrace new ones  Customer perception are the basis of Customer delight  Customer experience is the new strategic battlefield  It requires a fundamentally different mindset Accountability + Delivery = Customer Service जिम्मेदारी + ननर्ााह = ग्राहक की सम्पूर्ा सॊतुजष्ट
  • 14. 14 Who is Customer ? ग्राहक कौन है ?
  • 15. 15 Who is Customer ? The Customer is…  The owner of his own perception  He is the one for whom I work  He is the one who decides my Success  Without him there would be no Sale, no profit  He is my major resource of my well being  The one decides your existence
  • 16. 16 Why do we need to delight our Customer? ग्राहक तुजष्टकरर् का मुख्य उद्देश्य क्या है?
  • 17. 17 Why do we need to delight our Customer? We all buy & Sell Goods or Services! The Consideration which we pay to avail it is MONEY ! Everything Starts & End with MONEY
  • 18. 18 How to achieve Customer Delight? Customer Delight: Science or Art ग्राहक तुष्टिकरण : विज्ञान या कऱा ? What message do you Draw from this Picture of Butterfly
  • 20. 20 MONEY Now where does actually the process of Delighting the Customer come in?
  • 21. 21 MONEY : MY MARKET You need to first identify the Prospect or Place where you would sell your Services. Whom would you sell? Every human is not your ideal customer? Always approach MAN. Money Authority & Need
  • 22. 22 Each customer is different? The 5 E’s within the Customer as a key differentiator  Earnings  Exposure  Education  Ethnicity  Emotions & Values What Makes Each Customer Different?
  • 23. 23 MONEY : OPENING THE SALES CONVERSATION Before you approach your Customer know your Vision- Mission, the Services & the key differentiator (as how is your company , product or Services different & better). Design your introductory speech ! What is very important in any of the sales conversation while opening a call? You need to be clear in communicating 3 points! Purpose statement Performance of your services & your company Profit/ Benefit you bring to them
  • 24. 24 Understanding the Customer Is it important to know the Customer ? क्या ग्राहक को जानना आिश्यक है ? Your Serve better only when you understand ! सेिा और समझ एक ससक्के के दो पहऱू हैं
  • 25. 25 MONEY : NEED ANALYSIS It is an indispensable key to making the deal, Closure of sale primarily dependents on Need Analysis. It’s a process to analyze how your Product/Services will helps the customer Identify and emphasize essential questions It strengthens your rapport and helps to earn the prospect’s trust As your knowledge hardly matters to customer you concern does. Customer’s don’t buy products, they buy a solution to their needs
  • 26. 26 MONEY : NEED ANALYSIS -Probes • Open ended questions • Close ended questions • Feeling finding questions • Fact finding questions (Remember: “You don’t create a need; instead you help your prospect in discovering how your product/ service will help fulfill his need”)
  • 27. 27 MONEY : ESTABLISHING THE SOLUTION Establishing Solution is a 3 step process. 1. Discussing & Recommending Solution 2. Dealing with Query & Objection 3. Decision Making- The Closing Develop solution from the fact finder Tie the solution to the problem as they see it! Sell the benefits of the solution! Feed their Need or Greed, Focus on their Wants not on Needs ABC --- always be closing!
  • 28. 28 MONEY : ESTABLISHING THE SOLUTION Dealing with Query & Objection When prospects express reservations, doubts or hesitance over our conclusions or recommendations that are obstacles to completing the sale. Here then we experience Query & Objections. However, objections are also a sign of prospect’s interest and involvement in the sales process Handle objections using the Acknowledge – Clarify – Resolve approach
  • 29. 29 MONEY : ESTABLISHING THE SOLUTION Dealing with Query & Objection- Putting objections in perspective Don’t fear objections because: They are normal They are necessary They are indications of interest They lead to sales If there is no query or objection its a clear indicator for denial of your recommendation, no Sales is complete without it !
  • 30. 30 MONEY : YOUR REWARDS - The Reference No Sales or Customer service is Complete without it. You lead them to contribute by asking close ended questions. Its a reality check of your customers service ability. It’s a feedback & Reward of your Good Work. Its a rating at Personal & Professional level of your goodwill.
  • 31. 31 Process to meet Customer Service Excellence Act on Every Input Everyone likes being Acknowledged
  • 32. 32 Service Excellence: Art This Art will Help you LAST for a long Existence & Success  L: Listen  A: Advise  S: Solve  T: Thank
  • 33. 33 Process to meet Customer Service Excellence Solve the Pain & the let them Gain.... NEED DEMAND WANT
  • 34. 34 Process to meet Customer Delight= MONEY Each Step makes a difference
  • 35. 35 The 4 P’s of Customer Service Excellence • PROFESSIONALISM – Do your BEST. – Use your BEST. – Present your BEST. • POLITENESS – Be THOUGHTFUL. – Be COURTEOUS . – Be KIND. • PRINCIPLE – Represent them with HONESTY. – Abide by the RULES. • PRIDE – Show respect • To YOURSELF. • To the CUSTOMER.
  • 36. 36 Meeting Customer Service Excellence Customer delight is achieved through a WOW effect. It’s very important to have a clear view of the two elements, as well as taking into consideration a third one: Satisfaction + Delight = Loyalty Satisfaction: You did enough to satisfy an expectation; Delight: You went above and beyond to satisfy an unexpected desire; Loyalty: You satisfied them so much that they will prefer you over any competitor.
  • 37. 37 What does Customer actually wants? कु छ ऐसा कर कमाऱ के तेरा हो िाऊॉ मैं ककसी और का हूॉ किऱहाऱ, के तेरा हो िाऊॉ
  • 38. 38 Thanks! Any questions? You can find us at: ▪ https://www.dealtrainingsolutions.com ▪ https://www.facebook.com/pg/dealtrainingsolutions/ ▪ https://www.instagram.com/dealtrainingsolutions/ ▪ https://www.linkedin.com/company/dealtrainingsolutions/