This document discusses customer service, salesmanship, and the relationship between the two. It begins by outlining the key topics to be covered, including defining customer service, relating it to conflict resolution, and the importance of customer service training. It then discusses why businesses exist and the link between necessity, creativity, and innovation as relating to customers. Several definitions of customer service are provided. The document then covers conflict resolution versus customer service, evaluating customer service, developing a customer service mentality, and the effects of bad customer service. It defines sales and salesmanship and discusses the essentials of salesmanship. Finally, it discusses the concept of "customer salesmanship", which is the act of balancing excellent customer service with closing a sale.
Relationship Selling Presentation by chickledesigns.com
At: Silicon Halton Workshop Day at the @BurlingtonHive >> http://ow.ly/uhRdf
Presented: March 26, 2014
www.siliconhalton.com
@siliconhalton
#shlearn
A sales person is a tool to get your offering out to prospects and/or customers. It’s true we can control the offering and we can shape the message presented. But it’s the Sales person’s style, presentation and skills that will determine how the customer or prospect will feel about usIT’S NOT WHAT YOU SAY IT IS. IT’S HOW THEY SAY IT
Attitudes stem out of personalities of individuals and are the result of the choices they make. It is important for employees, particularly sales people, to have a positive mental attitude.
Relationship Selling Presentation by chickledesigns.com
At: Silicon Halton Workshop Day at the @BurlingtonHive >> http://ow.ly/uhRdf
Presented: March 26, 2014
www.siliconhalton.com
@siliconhalton
#shlearn
A sales person is a tool to get your offering out to prospects and/or customers. It’s true we can control the offering and we can shape the message presented. But it’s the Sales person’s style, presentation and skills that will determine how the customer or prospect will feel about usIT’S NOT WHAT YOU SAY IT IS. IT’S HOW THEY SAY IT
Attitudes stem out of personalities of individuals and are the result of the choices they make. It is important for employees, particularly sales people, to have a positive mental attitude.
Characteristics of Successful SalespeopleJohn Mayfield
This PowerPoint is part of my Membership Site, Easy Sales Meetings – www.EasySalesMeetings.com. As a member of Easy Sales Meetings, you have access to talking points outlines, handouts for your team, PowerPoint’s, recorded webinars and much more!
Have more questions about Easy Sales Meetings? Please feel free to contact me.
Slide share version of sales as an art and science the 10-step sales proces...Steven Tulman
I was invited to give a presentation to the MBA and HBA students at the Richard Ivey School of Business on the topic of how to succeed at a career in Professional Sales. Here are the slides that I used to present to the students.
How to Improve sales Basics and Advance TechniquesSelf-employed
Ready to use presentation : How to Improve sales Basics and Advance Techniques
The ability to sell someone something - whether it's a product, a service, or an idea - is the fundamental skill at the core of many, many jobs in the business world. When it comes to closing a sale, it's not all about smooth-talking your buyer. It's just as important to be able to listen intently, think critically, and to intelligently apply effective sales techniques. By doing these things, not only will your personal sales increase - your business's will as well.
The best sales reps share a number of attributes and are always looking to improve their skills. Here is a list of the 15 most important steps to take on your journey to becoming a better salesperson.
Pengalaman hampir 1 dasawarsa dalam bidang Penjualan, Pelayanan & Komunikasi membuat FAZTRACK matang sebagai BUKTI. Di kemas dengan sistematika & update ilmu terbaru penggabungan dari MARKETING dan PSIKOLOGI TERAPAN terbaru, menghasilkan ramuan aplikatif yang ampuh untuk semua orang.
Perusahaan berskalan Internasional seperti HM Sampoerna-Phillip Morris, PT Carrefour Indonesia, Bank Permata, Bennese (Japan), Dai Nippon Printing (Japan) dan beberapa Perusahaan lain sudah merasakan dan memahami kenapa kami berbeda. Saatnya Kami menjadi partner solusi untuk Anda :)
Characteristics of Successful SalespeopleJohn Mayfield
This PowerPoint is part of my Membership Site, Easy Sales Meetings – www.EasySalesMeetings.com. As a member of Easy Sales Meetings, you have access to talking points outlines, handouts for your team, PowerPoint’s, recorded webinars and much more!
Have more questions about Easy Sales Meetings? Please feel free to contact me.
Slide share version of sales as an art and science the 10-step sales proces...Steven Tulman
I was invited to give a presentation to the MBA and HBA students at the Richard Ivey School of Business on the topic of how to succeed at a career in Professional Sales. Here are the slides that I used to present to the students.
How to Improve sales Basics and Advance TechniquesSelf-employed
Ready to use presentation : How to Improve sales Basics and Advance Techniques
The ability to sell someone something - whether it's a product, a service, or an idea - is the fundamental skill at the core of many, many jobs in the business world. When it comes to closing a sale, it's not all about smooth-talking your buyer. It's just as important to be able to listen intently, think critically, and to intelligently apply effective sales techniques. By doing these things, not only will your personal sales increase - your business's will as well.
The best sales reps share a number of attributes and are always looking to improve their skills. Here is a list of the 15 most important steps to take on your journey to becoming a better salesperson.
Pengalaman hampir 1 dasawarsa dalam bidang Penjualan, Pelayanan & Komunikasi membuat FAZTRACK matang sebagai BUKTI. Di kemas dengan sistematika & update ilmu terbaru penggabungan dari MARKETING dan PSIKOLOGI TERAPAN terbaru, menghasilkan ramuan aplikatif yang ampuh untuk semua orang.
Perusahaan berskalan Internasional seperti HM Sampoerna-Phillip Morris, PT Carrefour Indonesia, Bank Permata, Bennese (Japan), Dai Nippon Printing (Japan) dan beberapa Perusahaan lain sudah merasakan dan memahami kenapa kami berbeda. Saatnya Kami menjadi partner solusi untuk Anda :)
360 Strategy and Communication for Real Estate BrandSatvinder2010
Integrated Communication and Business Development for US1.7Billion Salam Yiti, Integrated Resort Development in
Oman by Sama Dubai, part of Dubai Holding
Pengalaman hampir 1 dasawarsa dalam bidang Penjualan, Pelayanan & Komunikasi membuat FAZTRACK matang sebagai BUKTI. di kemas dengan sistematika & update ilmu terbaru penggabungan dari MARKETING dan PSIKOLOGI TERAPAN terbaru, menghasilkan ramuan aplikatif yang ampuh untuk semua orang.
Perusahaan berskalan Internasional seperti HM Sampoerna-Phillip Morris, PT Carrefour Indonesia, Bank Permata, Bennese (Japan), Dai Nippon Printing (Japan) dan beberapa Perusahaan lain sudah merasakan dan memahami kenapa kami berbeda. Saatnya Kami menjadi partner solusi untuk Anda :)
Private schools are getting increasingly expensive in Dubai. Indeed over the last 10 years school fees have risen significantly, varying dramatically between schools and curricula. As of 2016, Dubai has 173 private schools and 265,299 students.
School fees in Dubai can range from AED 2,479 to AED 120,145 (USD 675 to USD 32,711) per annum, not including additional fees for admission, transportation, school uniforms and books. The range in school fees is usually linked to several factors including Location, Curriculum (UK, US, CBSE, IB, etc), Academic track record and Facilities.
If you are interested in enrolling your child at the best schools in Dubai, you can carry out extensive research on Edarabia to ensure that the school is reputable, accredited and maintains consistently high ratings from the KHDA (Knowledge & Human Development Authority).
Tongkat komando adalah tongkat yang diberikan dan diperuntukkan kepada para pejabat yang memimpin/mengepalai sebuah kesatuan. Dengan tongkatnya, seorang komandan kesatuan bisa menunjukkan dan memberi suatu perintah kepada anak buahnya. Tongkat komando juga menjadi simbol sahnya pemegang suatu jabatan.
Seorang Sales Manager juga harus memiliki TONGKAT. Apa itu TONGKAT? Dedy Budiman M.Pd akan memberikan penjelasannya untuk anda.
2017 Abu Dhabi School Fees (Infographic)Edarabia.com
Over the last 10 years, school fees have risen significantly in Abu Dhabi, varying between schools and curricula. As of 2016, Abu Dhabi has 185 registered private schools and approximately 200,000 students of different nationalities.
School fees in Abu Dhabi range from AED 2200 to AED 96,333 (USD 600 to 26,300) per annum. This excludes additional fees for admission, transportation, school uniforms, and books. Several factors including location, curriculum (UK, US, CBSE, IB, etc), academic track record and facilities affect the range in school fees.
Edarabia maintains a comprehensive list of Abu Dhabi schools with lots of information including parent reviews, accreditation details and ADEC ratings.
Pengalaman hampir 1 dasawarsa dalam bidang Penjualan, Pelayanan & Komunikasi membuat FAZTRACK matang sebagai BUKTI. Di kemas dengan sistematika & update ilmu terbaru penggabungan dari MARKETING dan PSIKOLOGI TERAPAN terbaru, menghasilkan ramuan aplikatif yang ampuh untuk semua orang.
Perusahaan berskalan Internasional seperti HM Sampoerna-Phillip Morris, PT Carrefour Indonesia, Bank Permata, Bennese (Japan), Dai Nippon Printing (Japan) dan beberapa Perusahaan lain sudah merasakan dan memahami kenapa kami berbeda. Saatnya Kami menjadi partner solusi untuk Anda :)
Ketika anda membaca presentasi ini maka kita sudah memasuki tahun kuda. Tahun 2014 menurut kalendar lunar China adalah tahun kuda yang dimulai pada 31 Januari 2014 dan berakhir pada 18 Februari 2015. Kuda adalah tanda ke – 7 dari zodiak China yang terdiri dari 12 shio. Dalam budaya China, kuda adalah simbol dari kebangsawanan, kecepatan, ketangkasan dan ketekunan.
Dalam rangka menyambut tahun kuda, saya ingin membahas beberapa karakteristik dari hewan ini yang bisa memberikan inspirasi untuk meningkatkan penjualan anda.
Happy Selling,
Dedy Budiman M.Pd
www.dedybudiman.com
Pengalaman hampir 1 dasawarsa dalam bidang Penjualan, Pelayanan & Komunikasi membuat FAZTRACK matang sebagai BUKTI. Di kemas dengan sistematika & update ilmu terbaru penggabungan dari MARKETING dan PSIKOLOGI TERAPAN terbaru, menghasilkan ramuan aplikatif yang ampuh untuk semua orang.
Perusahaan berskalan Internasional seperti HM Sampoerna-Phillip Morris, PT Carrefour Indonesia, Bank Permata, Bennese (Japan), Dai Nippon Printing (Japan) dan beberapa Perusahaan lain sudah merasakan dan memahami kenapa kami berbeda. Saatnya Kami menjadi partner solusi untuk Anda :)
I would define ‘Customer Experience’as:
‘How customers or prospective customers perceive their interactions with your organisation’
Customer experience encompasses every aspect of an organisation’s offering - the quality of customer care, of course, but also advertising, packaging, product and service features, ease of use, and reliability.
How can you drive a consistently good and improving Customer Experience for your customers or prospects?
In this A to Z I’ll give you some of the answers and some tips from Oak Consult
Customer Loyalty Comprehension
Meaning and definition of customer loyalty, Significance of Customer Loyalty, Customer Loyalty Ladder,
Loyalty Principles, Benefits of Customer Loyalty, Customer Loyalty and its relationship with customer
satisfaction, Customer retention and Brand Loyalty, Factors affecting customer loyalty formation, Rai-Srivastava model of customer loyalty formation, Drivers of Customer Loyalty.
Introduction to customer care and service Customer care & Service.pptxEndalamaw4
There is only one boss: the customer. And he or she can fire everybody in the company from the chairman down, simply by spending their money somewhere else. (Sam Walton, founder of Wal-Mart)
What does customer mean?
1) A person who buys, especially on a regular basis;
2) A person or a company that buys goods or services. At the end of the day customers are the sole provider of every business—the revenue stream that pays for everything else. You can have the best product, the best accountant, the best management, and so on, but you have nothing without a revenue stream. And the revenue stream is the direct contribution of sales, period. Nothing happens until something is sold.
What is Service?
It is anything of value other than physical goods, which one person or organization provides to another person or organization in exchange for something.
Service is the work of dealing with customers. A service is any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything. It may or may not be tied to a physical product.
A service is an act or performance offered by one party to another. Although the process may be tied to a physical product, the performance is essentially intangible and does not normally result in ownership of any of the factors of production.
Services are economic activities that create value and provide benefits for customers at specific times and places, as a result of bringing about a desired change in—or on behalf of-—the recipient of the service.
A service is a time-perishable, intangible experience performed for a customer acting in the role of a co-producer. Services are deeds, processes, and performances.
Service can be seen simply as those points of interaction between service providers, normally the employees of an operation, and their customers. A broader description would include all the elements that go to make up a complete service package or experience, which might include, as in a hotel, a complete mixture of products and services. The nature of the service act means that operations have a number of particular characteristics that affect their management.
Services are often described in contrast to goods. While the later are tangible items that can be created and then sold or used later, service is intangible and perishable. It is usually created and consumed simultaneously.
How Loyal Are Your Customers? - webinarG&A Partners
The challenge for the 21st century is moving beyond customer satisfaction. Suzanne Chambers discusses how to use customer service to your advantage during an economic downturn, improving the ways you speak to your customers, and meeting and exceeding customer expectations.
The SlideShare presented here will give the viewers a description of how any organisation should look towards providing service experience their customer. If you want to achieve service excellence then this is the mindset you should keep.
Aktiivinen, laadukas ja oikein kohdistettu asiakastyö luo perustan myynnin kasvulle ja tuotteen tai palvelun tunnetuksi tekemiselle. Miten kasvatan asiakasaktiivisuutta ja hankin uusia asiakkaita? Miten kohdistan asiakastyön oikein? Miten parannan asiakastyön laatua ja kehitän asiakassuhteita? Miten valitsen ja kehitän jälleenmyyjiä? Miten mittaan asiakastyötä? Kasvun aikaansaamiselle ei ole oikotietä. Kasvu vaatii optimaalisen resurssien kohdentamisen ja selkeän suunnitelman.
Distrust is the biggest obstacle to overcome for customer growth. You need to develop a trust strategy more than you need a sales strategy to reach customers in the new economy.
Why Good Service isn’t Good Enough: Shift Your Mindset- Before They Shift The...Integrity Solutions
Practical strategies for financial services organizations to shift to a customer-focused mindset. Five critical dimensions of sales success that are often overlooked. Tips for escalating attitudes towards selling.
Adding value is the number one thing companies and individuals can do to ensure success. It makes you stand out in the crowd, connecting is easier and value engenders customer loyalty. Why do so many value propositions read like cliches then? This presentation will help companies and individuals develop real value propositions.
2. OUR FOCUS.
• Define Customer Service.
• Relate customer service to conflict resolution.
• Know the importance of customer service training.
• Evaluate and Develop customer service mentality.
• Create customer service culture peculiar to your organization.
• Define Sales vs Salesmanship.
• Know the essentials of Salesmanship.
• Relate Customer Service delivery to Salesmanship.
• Develop the Customer salesmanship blue print for your
organization.
3. Why are we in BUSINESS?!
Passion.
Necessity.
Money.
Recognition.
Creativity & Innovation.
What is the link between Necessity, Creativity &
Innovation?
CUSTOMER!!!!
5. Customer Service is…..
The ability to provide a service or
product in the way it has been
promised.
Provision of service before, during and
after a purchase.
But for us…..
A management strategy that focuses
on meeting customer expectations.
6. In your own words.
Who is a Customer?
A person who receives a product either goods or
services from an organization.
Customer types:
Internal Customer.
External Customer.
What is Service?
Providing people with something they need or want .i.e. adding
value.
8. Conflict Resolution vs Customer Service.
Conflict is a struggle or contest between people
with opposing needs, ideas, beliefs values and
goals.
Conflict Resolution are all methods and
processes involved in facilitating and acceptable
ending to conflicts.
Customer Service is management strategy that
focuses on meeting customer expectations.
9. Importance of Customer
Service training.
Leads to growth and success of the
organization.
Leads to increased goodwill from
customers.
Provides theoretical and practical
exposure for employees.
Foster camaraderie in all teams.
10. Customer Service Evaluation.
R
A
T
E
R
Reliability: Deliver on promised service with dependability
and accuracy.
Assurance: Ability to convey trust confidence and
competence in a courteous and knowledgeable way.
Tangibles: Comfortable look and feel of facilities
appearance, marketing materials e.t.c.
Empathy: Degree of care and individual attention the
customer receives.
Responsiveness: Willingness to help customer by
providing prompt service without distraction.
11. Developing a Customer
Service mentality.
This about cultivating the right attitude
and mind set that will enable the service
provider meets and exceeds the
customer’s intellectual and emotional
needs, thereby adding value.
Having the mentality of serving the
customer.
Because:
Customers have alternatives.
Loss of goodwill.
12. Towards Customer Service
Mentality.
Develop a professional approach.
Have a customer FIRST mind set.
Develop a habit of courtesy and
treating people with respect.
Develop a positive attitude and use of
positive form of communication.
Demonstrate reliability and
dependability.
13. Business effects of “BAD”
Customer Care
It is the enemy of Great Customer Service and
hurts both Internal and External customers.
It is always measured in the eyes of the offended
party.
Billions of Naira is sent to competition each year by
Bad customer service.
Lost business means lost profits and lost profits
means lost jobs.
It give the organization a bad corporate image.
Devalues us as ambassadors of our organization.
So please do not send your customers running in the opposite direction…….
14. SALES:
The exchange of commodity or service in return
for money.
A contract involving transfer of the ownership(title) of
a good or property or entitlement to service, in
exchange for money or value
SALESMANSHIP:
The art of winning of customers to sell well the
company’s products and services.
The practice of investigating and satisfying the
needs of customers using a fair, sincere and
mutually beneficial process.
Sales vs Salesmanship.
In short …….…….
15. ESSENTIALS TO SALESMANSHIP.
Major obstacle on the Road to Success:
Fear of Failure.
Fear of Criticism & Rejection.
“Do not be afraid, take a bold step and
present the product to that man sitting in
front of you ”
***
The difference between a Hero and a Coward is that
a Hero is brave just a couple of minutes longer!!!
COURAGE-
16. PROFESSIONALISM-
Peak performing Sales people see themselves as Consultants rather
than Salesmen.
See yourself as an adviser-
Helper & Problem solver.
Counselor .
A Friend to your customer.
Your customer must be able to trust you to give a
good advice to aid his buying decision.
“What does he thinks about you at the back of his mind” - Positioning
ESSENTIALS TO SALESMANSHIP.
17. COMMITMENT-
Believe in your Company.
Believe in your company Product and Services.
Believe in your Customers.
Believe in yourself and your ability to succeed.
***
Contaminate someone with the passion you have
for your products!!!
After all Sales itself is a transfer of ENTHUSIASM…..
ESSENTIALS TO SALESMANSHIP.
18. IN OTHER WORDS…….AIDA
ATTENTION-
Get customer attention.
INTEREST-
Arouse customer interest.
DESIRE-
Articulate the real benefits to the customer.
ACTION-
Close the sale.
20. CUSTOMERS SALESMANSHIP
or
CUSTOMER SELLING.
The act of striking a balance between delivering excellent
customer service and closing a sale.
The evolution and merging of two great paradigms that is now
required for any true salesman and service delivery personnel.
Help grow the company.
Job security.
Improved remuneration.
Edification of self professionally.
Solid foundation for a successful
career.
WHAT IS IN IT FOR YOU……….