This document discusses customer service and the selling process. It outlines four steps to the selling process: 1) approaching customers, 2) making a sales presentation, 3) closing the sale, and 4) providing after-sales service. It emphasizes the importance of greeting customers, identifying their needs, demonstrating products, handling objections, and ensuring customer satisfaction after the sale. Good customer service is defined as making customers satisfied and encouraging return visits through a friendly, knowledgeable, and efficient approach.

1. CUSTOMER
SERVICE
CHAPTER 7

2. What is
CUSTOMER SERVICE?

3. What is CUSTOMER
SERVICE?
• Making customers satisfied and happy
• “SERVICE” - serving customers

4. What is CUSTOMER
SERVICE?
• Good customer service =
• Good image
• Successful sale
• Happy and satisfied
customers
• Encourages return of
customers

5. STEP 1
APPROACHING
CUSTOMERS
•Greeting
•Service
•Product
STEP 2
MAKING SALES
PRESENTATION
•Find out customer
needs
•Present product
•Answering
questions
•Overcome
objections
THE
SELLING
PROCESS

6. THE
SELLING
PROCESS
STEP 3
CLOSING THE SALE
$$$$$$
STEP 4
PROVIDING AFTER
SALES SERVICE
•Returns, refunds
and exchanges
•Customer service
hotline
•Maintenance and
repair
•Complaints

7. APPROACHING CUSTOMERS
• Greeting approach
• Simple, friendly and welcoming
such as “Good Morning”
• Use the customer’s name if you
know

8. APPROACHING
CUSTOMERS
• Service
Approach
• “How may I help
you?”
• Combine both
greeting and
service approach
sometimes.

9. APPROACHING
CUSTOMERS
• Product
approach
• When the
customer is
interested in an
item

10. MAKING A SALES
PRESENTATION
• Find out what
they need
• Ask the right
questions and
listen carefully

11. PRESENTING THE
PRODUCT
• Show the
customers why
the product is
good

12. Repeat
featur
es
And
benefit
s
if
necess
ary
Use
positiv
e
descri
ptive
words
:
“attrac
tive”
“comfo
rtable”
Answe
r their
questi
ons
Demon
strate
Tell
custo
mers
the
unique
featur
es
and
benefit
s
Hold
produc
t
confid
ently
Techni
ques
For
effecti
ve
Produc
t
presen
tation

13. Handling Customers’ Questions &
Objections
• Customers asking questions or raise
objections could mean their interest
in the product
• An opportunity to convince them to
buy the product. Example:
• Turn a negative remark into a selling
point
• Use the “Yes, but” response
• Disagree with the negative remark when
the customers have wrong information

14. CLOSING THE SALE
• Goal of every salesperson
TECH
NIQU
ES TO
CLOS
E A
SALE
•Ask questions like,
“Would you like to
pay by cash or
credit?”
•Offer the customer
something so
that he will
buy immediately
Eg. Free delivery
•Inform them of
extra information,
such as
special promotions

15. • After sale is successful, show
your appreciation
• If sale is unsuccessful, continue
to be polite and courteous
**Offer a name card for the customer to
consider and return another day
CLOSING THE SALE

16. IMPORTANCE OF AFTER-SALES
SERVICE
• Help given to customers after
product purchase
Types of
After-
sales
Service
Taking care of
Returns, refunds
and
exchanges
Looking into
Customers’
complaints
Providing repairs,
Maintenance and
Warranty service
Providing
customer
Service hotline

17. IMPORTANCE OF PRODUCT
KNOWLEDGE
• Develop confidence in selling
• Build customer relationships
• Match the right product
• Make better demonstrations
• Overcome objections
successfully
• Provide good after sales service

18. Ways to learn
about
The product we
sell
Refer to product
labels
Gather information
From various
websites
Talk to suppliers
Read product
catalogues

19. HANDLING CUSTOMERS’
ENQUIRIES AND REQUESTS
• Handling Enquiries
• Customers make enquiries
because they want to know more
• When handling customer enquiries:
• Listen carefully
• Ask them questions if we need
more information
• Provide correct information

20. HANDLING CUSTOMERS’
ENQUIRIES AND REQUESTS
• Dealing with
Requests for
Return of
Unsatisfactory
Products
• Exchange
• Replace
• Refund

21. Dealing with Requests for Return
of Unsatisfactory Products
Guidelines on How to Handle Product
Returns
Accept product return
Ask questions why
Listen carefully to
complaint
Apologize
As customer to complete
forms for processing
Refund? Exchange?
Refund – Return the
customer the amount
of money he paid
Exchange – Advise
customer how to
get new product

22. Dealing with Difficult Customers
and Sales/service Recovery

23. • Major causes of complaint
• Product not available in store
• Product does not meet customer’s
expectations
• Unfriendly/unhelpful service
personnel
Dealing with Difficult Customers
and Sales/service Recovery

24. Procedures for Handling
Customer Complaints
Listen carefully
Show patience
and don’t
interrupt
Ask questions
If we need more
information
Apologize
Acknowledge
Refer to a senior
Staff if we are
Unable to
provide
an acceptable
solution
Thank
customers
For bringing
Problem to
attention
Offer Solutions

25. What is Quality Customer
Service ?
• Involves managing
a customer’s
service experience
• Customers expect
us to:
• Be polite
• Smile
• Be friendly
• Be knowledgeable
• Be efficient
• Be able to solve
their problems

27. Why is Quality Customer Service
Important?
• Customers will
choose to come
back
• Recommend to
their friends and
relatives
• Create customer
loyalty and
business continuity