This document provides tips for salespeople on understanding different types of customers and how to effectively handle sales interactions. It discusses the importance of active listening and not taking difficult customer behavior personally. Various customer types are outlined, such as talkative, angry, know-it-all, indecisive, and suspicious customers, along with strategies for addressing each type such as asking closed questions, proposing action plans, acknowledging their expertise, and establishing credibility. The document also advises salespeople on how to properly solve customer problems by listening without interruption, expressing sympathy, and following up to ensure satisfaction.
ELT MOOC by Jason R. Levine on WiziQ.
This is a professional development massive Open Online Course in listening and pronunciation techniques.
Active listening presentation by Dr. Nellie Deutsch.
MOOC team organisers:
Dr. Nellie Deutsch
Sylvia Guinan
Active listening is an often-overlooked but incredibly important social skill, both at work and at home.
Here are 9 ways you can practice active listening.
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "The Art of Listening".
Listening is an active process of “Receiving”, “Understanding”, “Remembering, “Evaluating”, and “Responding”. Listening is cyclic, responses of one person serves as the stimuli for the other. (The Interpersonal Book by Joseph A. Devito)
Improve your listening skills for enhanced performance, reputationTom Fuszard
Listening skills are so important today. Daily pressures—brought upon by technology, ever-increasing demand on our time, and our own desire to exceed expectations—make it increasingly more difficult to deliver the high quality of service everyone deserves.
Yet deliver we must. In this presentation, we explain the importance of listening well, review many of the obstacles to this process, and cover several tactics that ensure you always offer your undivided attention, regardless of the circumstances.
Good listening skill is one of the most desirable soft skills. However, many of us are poor listeners. This presentation is about ten such habits which affects the quality of our listening adversely. We must avoid these habits to improve quality of our listening.
ELT MOOC by Jason R. Levine on WiziQ.
This is a professional development massive Open Online Course in listening and pronunciation techniques.
Active listening presentation by Dr. Nellie Deutsch.
MOOC team organisers:
Dr. Nellie Deutsch
Sylvia Guinan
Active listening is an often-overlooked but incredibly important social skill, both at work and at home.
Here are 9 ways you can practice active listening.
The “Course Topics” series from Manage Train Learn and Slide Topics is a collection of over 4000 slides that will help you master a wide range of management and personal development skills. The 202 PowerPoints in this series offer you a complete and in-depth study of each topic. This presentation is on "The Art of Listening".
Listening is an active process of “Receiving”, “Understanding”, “Remembering, “Evaluating”, and “Responding”. Listening is cyclic, responses of one person serves as the stimuli for the other. (The Interpersonal Book by Joseph A. Devito)
Improve your listening skills for enhanced performance, reputationTom Fuszard
Listening skills are so important today. Daily pressures—brought upon by technology, ever-increasing demand on our time, and our own desire to exceed expectations—make it increasingly more difficult to deliver the high quality of service everyone deserves.
Yet deliver we must. In this presentation, we explain the importance of listening well, review many of the obstacles to this process, and cover several tactics that ensure you always offer your undivided attention, regardless of the circumstances.
Good listening skill is one of the most desirable soft skills. However, many of us are poor listeners. This presentation is about ten such habits which affects the quality of our listening adversely. We must avoid these habits to improve quality of our listening.
This is a basic presentation to give awareness that how communication channel works and how can you communicate more effective by deal with direct customer.
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Customer Centricity in Banking
Strategic plans for banks and credit unions are replete with references to their superior customer- or member-centricity. Nearly every financial institution says their competitive edge is their customer service. However, when everyone competes on the same thing – and they all claim to be the best – then the only logical conclusion is the vast majority are clearly wrong.
A large majority of banks claim they are customer-centric, even while competing with product-centric business strategies like focusing on rates and fees. Far too many banks today fail to define what customer centricity means, nor do they organize their business strategies around what customers truly want, even developing products or services customers have voiced little demand for.
When it comes to adjusting their strategy, banks have only a handful of options. They can revisit their strategy and define it differently to reflect a product-centric approach – i.e., lowest cost, unique or specialized products, etc. – or they could double-down on customer centricity and practice what they preach. Assuming they are insistent on customer centricity, what should banks do?
Definition of Customer-Centricity
First, we need to level-set with a definition of customer-centricity. According to Forbes, customer-centricity is:
“The ability of people in an organization to understand customers’ situations, perceptions and expectations. The customer should be at the center of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.”
Customer-centric organizations understand every facet of their customers. Many banks and credit unions measure customer satisfaction just once a year and have call center reports detailing complaints and use that limited analysis to say they understand the customer. Or, worse yet, banking executives often say they know the customers’ needs because they are a customer. There are also variations of, “I know the customer because I’m in the community,” or, “I understand millennials because my children are millennials.”
A true customer-centric organization holds the customer as the single most important point when making decisions that will affect the customer. Most publicly-traded organizations are likely to fail this test as revenue, income, cost or overall financial impact most often trump customer needs or wants. Similar attitudes abound in privately-held organizations and even credit unions, which are member owned.
If the first question when presenting a business case to the executive team isn’t “How will this affect our customers?” then the organization is not likely to be customer centric.
Characteristics of a Customer-Centric Organization
Merely saying that an organization is customer-centric and having a pithy tagline doesn’t make an organization so. Organizations that are customer-centric exhibit the following characteristics:
1Strong Leadership and Strate
How the changing consumer trends due to change in technology and political scenario in India has induced the growth for ecommerce industry with snapdeal as the business model for analysis
1. Company's -History, vision, international presence, awards, products & services, overall scenario of the company
2.Current brand scenario versus company scenario
3.Current Marketing Situation- how is the organization marketing and selling a brand
4.Internal analysis - Business goals, Internal marketing, export, supply chain and distribution
5.External Analysis -Market Analysis, Competitor analysis, Customer focus
Analysis of International Marketing trade barriers - Whirlpool Neha Nagulkar Ghorad
Influence of trade barriers on product marketing
Influence of culture on product marketing
Influence of technology on product marketing
Impact of globalization on International marketing
How organizations are using creativity and innovating for cashing on success. Also, what can be the future trends in the IT industry with the massive technological innovations.
SWOT and TOWS are strategy tools used in order to achieve the targeted goals of the organisation.
Used by profit making as well as Non profit making organizations.
Can be implemented at both the organizational levels (companies, departments and divisions) as well as individual development.
These tools are formed by the pneumonic basically representing :
S -> Strength
W -> Weakness
O -> Opportunity
T -> Threat
6. Dealing with difficult behavior
Label the behavior, not the customer
Listen
Don’t get defensive
Don’t take it personally
Find out what the customer wants
Discuss alternatives
Take responsibilities for what you CAN do
Agree on Action (and then do it)
8. The talkative customer
• Ask closed questions
• Limit the time available for them to interrupt
(don’t have long pauses)
• Provide minimal response
• Smile and be pleasant
(But don’t encourage them)
• Wind up – thank them for coming, walk them to door
(don’t be rude or dismissive)
9. The angry customer
• Listen carefully without interrupting
• (so you understand the problem)
• Empathise
• Stay calm and remain polite
• Don’t escalate the problem
• Don’t take it personally, blame others or be defensive
• Propose an action plan and follow it
• Seek support if you are scared,
(if you can’t agree on a solution or if the customer asks to see “whoever’s in
charge)
10. The know-it-all customer
• Acknowledge what they say
• Compliment them on their research
• Be generous with praise
• Don’t put them in their place no matter how tempting
• Don’t try to be smart – you cant win!
• Ask them questions
( use them to improve your knowledge)
11. The indecisive customer
• Find out what they really want
• Ask them for options
• Reflect
• Assume control gently
• Point out best course of action
• Be logical
• Confirm a plan of action with them
• Put in writing
12. The suspicious customer
• Establish your credibility
• Ensure you know the product or service
• They will try to catch you so don’t guess or tell them something you
are not sure of
• Be careful what you say
• Be polite
• Don’t take it personally, they dot trust anyone!
14. When you listen to customer problem you
tend to solve the problem
• Customer service professionals
• Listen without interruption and full attention
• Behave(without aggression and without arguing)
• Don’t give excuses for problems
• Thank customer for drawing their attention to it
• Help in solving the problem
• Express sympathy and full understanding
15. Customer service problems
Ask necessary questions to get complete information and access situation
Find out what customer needs you to do for them
Explain first what you can do and then explain what you cannot do
Discuss in detail all opinions, then decide what needs to be done
Undertake immediate what was discussed
Check the result to make sure the customer is completely satisfie