Chapter 7 - 1Customer Service

What is customer service?

Finding out AND Satisfying the needs and wants of the customers

Why is customer service important?

• Observe the video and discuss what are the bad points of the woman

Why is customer service important?

Good customer service are necessary to

1. Give a good image of the business

2. Sell a product successfully

3. Make customers happy,

4. Encourage customers to return.

The Selling Process

1. Approaching Customers

2. Making a sales presentation

3. Providing After Sales service

Chapter 7 - 2

Approaching Customers

The Selling Process

1. Approaching Customers

2. Making a sales presentation

3. Providing After Sales service

Approaching Customers• Observe the video and discuss what are the ways to approach a customer

Why do we approach customers?

Customers wants to feel Welcomed and Important when they enter your shop.

Types of approach

*MOST COMMON REJECTION*•No thanks. •Just Looking

•(Shaking head and keeping silent)

Types of approach

1.Greeting Approach

2.Service Approach

3.Product Approach

Types of approach1. Greeting approach – used whenever a customer enters your shop

•Smile and greet the customer as they

enter your shop

•If he’s a regular customer, try to

remember using his name.

Types of approach1. Service approach – use to tell customers you are ready to serve them

•Smile and ask “Can I help you? “

•Try to use this approach together with the Greeting approach

•This is to find out what the customer needs.

Types of approach1. Product approach – used to encourage the customer to buy your product

•Use this approach when you see the customer showing interest in a product

•Try to remember what the customer needs when you ask them using the service approach

•Introduce a product that solves the customer’s need.

Try this group discussion

1. Split yourself into groups.

2. Discuss ways on approaching

this customer

Chapter 7 - 3

Making a sales Presentation

The Selling Process

1. Approaching Customers

2. Making a sales presentation

• Presenting the product

• Handling customers questions and objections

3. Providing After Sales service

Making a sales presentation• Observe the video and discuss what product does the man need.

Why make a sales presentation?

When we Know what the customer Needs, it is then easier to sell a product to them.

Why make a sales presentation?

• But not all customers know what they need. • So it is our job to help them find out.

Types of ScenarioScenario 1

The customer knows exactly what he wants

•We get him the item immediately.

Types of ScenarioScenario 2

The customer is just browsing. If he is interested in something, he may buy it.

•Inform him of our new arrivals and special promotions

•Ask questions that may remind him of a possible need

Types of ScenarioScenario 3

The customer has no idea what he wants.

•Ask questions , but be careful not to ask too much. Customers may get angry

•Ask open ended questions.

•Listen carefully to what the customer says

•Show the customer you are keen to help

Problem solving activity 1 Pg 184

1. Split into groups

2. Discuss ways on how Samy can improve his sales

presentation

3. Write down the steps Samy should take to approach

the customer, and the questions he should ask.

Presenting the product• Observe the video and discuss what product is being presented

Presenting a good product

1. Hold the product carefully and with pride.

2. Tell the customers about the good features of the

product.

3. Demonstrate how to use the product

4. Use words such as comfortable, interesting, attractive.

Problem solving activity 2 Pg 188

1. Split into groups

2. Work on the following items

1. Mobile phone

2. Playstation Portable

3. Ipod

4. Lap top

Handling a customer’s questions

1. Customers that ask questions show they are

interested in your product

2. Keep reminding them of how the product can meet

their needs.

3. Provide as much information as you can

Handling a customer’s objections

1. Don’t get angry when a customer raise objections.

2. Turn a negative remark into a selling point.

3. Use “yes,but….”

4. Ask the customers what are their concerns

Handling a customer’s questions and objections

1. Hold the product carefully and with pride.

2. Tell the customers about the good features of the

product.

3. Demonstrate how to use the product

4. Use words such as comfortable, interesting, attractive.

Problem solving activity 3 Pg 191

1. Split into groups

2. Work on 1 of the questions per

group

Closing the saleClose the sale as soon as you observe the following :

1. Customer looks happy with your product

or

1. Customer says he’s buying the product

Closing the sale

1. Ask questions such as the method of payment or delivery

2. Offer the customer some freebies if he agrees to buy

now.

3. Offer additional information such as limited stock only.

Closing the sale

1. After the sale is complete – remember to thank

them.

2. Thank them for coming EVEN if they did not buy

anything.

3. Offer a name card

*Some points to remember*

Chapter 7 - 4

Providing After Sales Service

The Selling Process1. Approaching Customers

2. Making a sales presentation

3. Providing After Sales service

1. Importance of after sales service

2. Importance of product knowledge

3. Handling customer’s enquiries and request

4. Dealing with difficult customers

Importance of after sales service• Observe the video and discuss what is happening in the video.

Importance of after sales service

Types of after sales service

• Providing repairs and maintenance

• Providing a customer service hotline

• Looking into customer’s complaints

• Taking care of returns, refunds or exchange of goods

Importance of product knowledge

Good product knowledge allows us to :• Develop confidence in selling

• Build customer relationships and trust

• Match the right product with customer’s needs

• Make a better sales presentation or demonstration

• Overcome objections successfully

• Provide good after sales service

Handling customer’s enquiries and request

• Enquiries means a question• Customers make enquiries because they are interested to know more about your product

Handling customer’s enquiries and request

When handling enquiries, we should :• Listen carefully

• Clarify by asking them questions

• Provide correct information

Return of Unsatisfactory Product

There are 3 ways to handle a product return

• Offer to exchange it with a different product

• Replace it with another of the same product

• Return the customer the money he paid (Refund)

Return of Unsatisfactory Product

Remember : • Handle the return carefully, and you can turn an

unhappy customer into a satisfied one. Because…..

• It is easier to keep an old customer than to find new

ones.

Dealing with difficult customers

When customers complain….• This means there is a service breakdown.

• Don’t get upset or anxious when it happens.

• Because this is a good chance to build customer loyalty.

• Turning a customer’s bad experience into a good one is called

service recovery.

Dealing with difficult customers

Always remember these golden rules1. Don’t ever argue with the customer.

2. Don’t be rude even if the customer is wrong.

3. Don’t ignore the customer.

4. Don’t blame others.

5. Don’t be slow in responding to the customer.