Your company’s most vital asset is its customers, so you need to make sure you’re dealing with your customers properly. Without them, you would not, and could not, exist in business. Sure, you can attract new customers with unique products, free gifts, or reducing your prices; but if you’re not creating relationships with them, they’re not going to return or recommend you.

1. By: Sandip Kumar

2. Customers are the people who need your assistance. They are not an
interruption to your job, they are the reason you have a job..
Importance of Customer
 Customers are assets of the retail business and the retailer can’t afford to
lose even a single customer.
 Greet customers with a smile.
 Assist them in their shopping.
 Never compromise on quality of products. Remember one satisfied
customer brings five more individuals to the store. Word of mouth plays an
important role in Brand Promotion.

3. These are the situations
 A customer who is upset about the quality of our
product/service.
 A product return or a cancellation of services.
 Incorrect information given to the customer.
 A customer who is negative toward your company due
to past experiences.
 Personnel issues and conflict.
 Angry customers.
 Explaining a company policy or procedure.

4.  Keep smiling
 Politely ignore
 Allow them to talk
 Listen carefully
 Do not underestimate your customer
 Maintain a neutral tone of voice and body language
 Don’t take things personally!

7. CUSTOMER SERVICE
 Improve communication and customer handling skills
 Enhance interpersonal relationships
 Learn the art of building relationship, and empathy
 Learn the skill of active listening
 Learn questioning techniques
 Take time to listen to your customer

8. WHAT IS CUSTOMER SERVICE ?
A sequence of activities that help to enhance the satisfaction
of a customer.
These are:
 identification and satisfaction of customer
needs

9. POSITIVE EXPERIENCE
 Greeted the customer in a warm manner
 Made the customer feel valued and important
 Was pleasant and willing to help
 Listened actively to the customer
 Understood the needs or requirements of the customer
 Did not make false promises to the customer

10. NEGATIVE EXPERIENCE
 Made the customer feel unwelcome
 Was rude and impolite to the customer
 Did not attend to the customer immediately
 Was unresponsive and did not clarify the customer’s doubts

11. CUSTOMER EXPECTATIONS
 Respect and recognition
 Help
 Comfort, compassion and support
 A friendly smiling face
 Understanding
 To be made to feel important
 To be listened to with empathy
 Satisfaction
 Trust and trustworthiness
 A quality or product or service at a fair price

12. SKILL SETS FOR CSA
 Positive Attitude
 Commitment to Help
 Organizational Skills
 Ability to Multi-task
 High Attention to Detail
 Relationship-Building Skills
 Effective Communication Skills
 Ability to Prioritize Effectively
 Follow-up Skills
 Teamwork

14. DIFFERENT TYPES OF CUSTOMERS
 Silent customers
 Women customers
 Anxious customers
 Rude customers
 Bargain hunter customers
 Argumentative customers
 Talkative customers
 Impulsive customers
 Suspicious customers
 Indecisive customers

15. SILENT CUSTOMERS
 A silent customer is the one who remains quiet when the salesman is
explaining about the products and the services the company is
providing.
How to face silent customer?
A salesperson should tell in detail about the product and
the services offered by the company ,as this type of
customer speaks very little and does not open his views
about the product like what are his likes and dislikes in
front of the salesperson

16. WOMAN CUSTOMERS
 These customers represents the female segment of the customers
group. These are considered to be the most vulnerable
customers .
How To Face Women Customer’s?
These type of customers need proper attention and care . The
queries of these customers should be solved very patiently and
humbly. These customer groups denote the maximum market
share of the buyers group.

17. ANXIOUS CUSTOMERS
 Anxious customers are those group of customers who are very
anxious to know about the product and are very eager to
buy
How to negotiate with this type of
customer ?
These type of customer are quite eager to buy the product and
services .The salesman needs to talk point to point with this
group of customers.

18. RUDE CUSTOMERS
 Rude customers are those group of customers who doesn’t
listen to the sales person and talk to them in a rude manner.
How to negotiate with this type of
customer?
A sales person should be patience enough and should answer
the queries of the customer in very cool manner and should not
get angry .

19. BARGAIN HUNTER CUSTOMERS
 Bargain hunter are those group of customers ,who bargains a
lot about the prices of the product and services offered by the
company
How to negotiate with this type of
customer?
This type of customer group are quiet miser about the prices of
the product. The sales person needs to explain the features
about the product and give the best prices possible to the
customer offered by the company
The sales person should insist that the Company works on a
brand level and not as a petty , street shop.

20. ARGUMENTATIVE CUSTOMER
 Argumentative customer are those customer who argues a lot
about the features of the products and tries to rectify himself
right and the salesperson wrong
How to negotiate with the customer?
The salesperson needs to talk patiently with the customer and
needs to speak about the features of the product and services
offered by the company.

21. TALKATIVE CUSTOMERS
 Talkative customers are those customers who talks a lot and
shows that he is quite knowledgeable about the product and
services he is going to buy from the company.
How to negotiate with such type of
customers?
Talkative customers needs special attention from the salesman
as they asks a lot of question .So a salesperson needs to answer
all his questions patiently and clarify his doubts without
getting impatient.

22. IMPULSIVE CUSTOMER
 Impulsive customers are those group of customers who are
always in hurry and never listen to the sales person in a
proper manner.
How to negotiate with such type of customers?
A salesperson needs to talk very precise in their talk .The
salesperson should be talking about the features of the
product and the service provided by the company.

23. Suspicious Customer
 Establish your credibility
 Ensure you know your product or service
 They will try and catch you out so don’t guess or tell them
something you’re not sure of
 Be careful what you say
 Be polite
 Don’t take it personally, they don’t trust anyone!
 If you feel it is a competitive enquiry, just casually stick
around without answering specific company related query.

24. Indecisive Customer
 Find out what they really want
 Ask them for the options
 Explain the usability of the product and give a fair idea about
the styling factor/tips
 Reflect back to them what they’ve said
 Assume control gently and point out the best course of
action from what they’ve told you they need
 Be logical
 Confirm a plan of action with them
 Maybe even put it in writing

25.  Privacy of the company should be maintained at
any cost no matter what. However, be polite
with customer.
 Any trouble shooting can be brought to the
notice of the Manager-in-charge.