Sua majestade, o cliente!.ppt
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Uma amostra de treinamento inovador em que o cliente é peça CENTRAL no atendimento.
![Curso SUA MAJESTADE, O CLIENTE! WM Treinamentos, Cursos e Palestras Ltda CNPJ 25.176.447/0001-47 Insc. Municipal 124655/001-6 www.wilsonmartins.com.br [email_address] 31 2571 4992 - 31 3054 0042 – 31 9995 5884 Av. JK, 140 – Sl 106 – Ed. Boulevard Center - Betim MG WILSON MARTINS Consultor de Liderança Especialista em oratória](https://image.slidesharecdn.com/suamajestadeocliente-ppt-100601123444-phpapp02/85/sua-majestade-o-clienteppt-1-320.jpg)
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Sua majestade, o cliente!.ppt
- 1. Curso SUA MAJESTADE, O CLIENTE! WM Treinamentos, Cursos e Palestras Ltda CNPJ 25.176.447/0001-47 Insc. Municipal 124655/001-6 www.wilsonmartins.com.br [email_address] 31 2571 4992 - 31 3054 0042 – 31 9995 5884 Av. JK, 140 – Sl 106 – Ed. Boulevard Center - Betim MG WILSON MARTINS Consultor de Liderança Especialista em oratória
- 2. Tem algum cliente querendo comprar o que você vende, por que não comprar de você? Se você não tiver uma estratégia, irá fazer parte da estratégia de alguém. Alvin Toffler
- 3. As empresas estão vendendo os mesmos produtos, tem os preços iguais e o atendimento é similar, de qual delas o cliente vai comprar?
- 5. O CLIENTE NOS DIZ! Não me ofereça produtos, mercadorias e principalmente "coisas"! Benefícios, soluções! Satisfaça minhas necessidades!
- 6. SOLUÇÕES!
- 7. Solução: Atende definitivamente, satisfaz, traz qualidade de vida!
- 8. O Futuro, ah, o futuro! Rompa com seu passado! Mude sua história, você pode! Como pode!
- 9. Atendentes no século XXI? Por que? Nada substitui a fala humana, o olhar nos olhos, se expressar com emoção!
- 10. Todos os dias temos: NOVOS PRODUTOS NOVAS NECESSIDADES Alquimistas , que transformam chumbo em ouro!
- 11. Time que está ganhando não se mexe! Será...?
- 13. MUDANÇAS Elefante com velocidade de um COELHO! Qualidade X Sucesso! Mas, qualidade é diferencial competitivo?
- 15. ERA DA CONSCIÊNCIA O CLIENTE EM PRIMEIRO LUGAR Dep. CONTROLE DE QUALIDADE Qualidade - Todos fazem parte!
- 16. X CONSTRUA SEU FUTURO Mas, Conserte seu Passado! Foi sucesso no passado? Não serve mais!
- 17. O que está vendendo para seu cliente, você compraria? Trabalhe, sobre a ótica do cliente!
- 18. Há dias que tudo Está difícil! PERSISTA! Planejar – adaptar-se
- 19. ASSIM: VÁ TRABALHAR COM O CONCORRENTE! Colaborador desmotivado Atitudes Reativas... Retrabalho, desperdício Sem visão de futuro... Falta de planejamento Baixa disseminação de informações...
- 20. Tapete Vermelho; Ganhe a confiança; O cliente deve conhecer bem "a empresa"!
- 21. Eis o pecado! Desinteresse Tratamento Normal? Não!
- 24. Pecado grave falta de comprometimento Rodísio com o cliente? Só na churrascaria! "Transforma em abacaxi"
- 25. Atitudes e Comportamentos No Atendimento ao Cliente Ativas Norte do profissional Reativas Resposta a uma ação! Pro ativas Põem-se em prática quando houver uma oportunidade , ou for conveniente aplicá-las.
- 29. RELACIONAMENTO A maioria das pessoas entram em um relacionamento para conseguir alguma coisa. Mas na realidade, a única maneira de desenvolver um relacionamento duradouro é se você entrar com a postura de dar, e não de retirar.
- 52. Comunicação funcional No contato com os Clientes: Em vez de dizer... Diga! “ Retorno a ligação à tarde”. “ Retorno a ligação às 5 horas”. “ Entregamos em pouco tempo”. “ Entregaremos em até 20 minutos”. “ Vou tentar me informar”. “ Me informarei”. “ O preço do serviço será mais ou menos”. “ O valor exato consta no contrato que o senhor(a) está recebendo”. “ Lhe atendo daqui a pouco”. “ Lhe atendo imediatamente, após concluir com o Cliente que estou atendendo agora”. “ Ele já está chegando”. “ Ele ligou, informando que estará aqui em cerca de 10 minutos”.
- 53. FAÇA A DIFERENÇA, EM SUAS ATITUDES!
- 55. FEIJÃO COM ARROZ? Não! Saia da Mesmice!
- 57. Obrigado!
Hinweis der Redaktion
- Talk to everyone. There is just as much to learn from people who don’t comment about your jewelry as from those who do. If there are prospective buyers who are looking at your jewelry but not saying anything about it, make sure you ask what their thoughts are. Just say, “I’d be interested to know what you think of my jewelry.” Visit stores that sell your jewelry. A day‐spa near me was featuring the work of an artisan jeweler. The jewelry had been on a counter near the register. One day someone moved it behind the counter, perhaps to clean, and never put it back. That placed it out of reach, and I’m sure that sales were hurt by this. Drop by stores that are selling your jewelry to make sure it’s being displayed appropriately! Include “bag stuffers” in your orders. The orders that you fulfill in person or through the mail are a great opportunity to enclose marketing material. This is so common that consumers often expect them! Use bag stuffers to send customers to your website, tell them about new products, or invite them to a home jewelry show. Google yourself. Search your name regularly to see if clients talking about you (good or bad!) on forums, websites, blogs or other spots! If you read negative comments, reach out to the writer to see what their beef is. Partner with a florist . Your local florist can be an excellent business partner! Jewelry and flowers go well together, so meet with a local florist to see if they would be interested in cooperative marketing.
- 1. Fear of calling on a new customer. In this scenario, small-business consultant Lois Creamer says she tells herself, "I'm already not working with Company A. If I call on them, I'm really only risking a 'yes.'" Seen in this light, you really aren't risking anything, so start selling them today. 2. Fear that a high-level customer won't take your call. If you're sure that you're calling on the right individual, then pick up the phone and try. If that doesn't work, you might use your network to see if you know anyone who might introduce you or let you use his or her name to get through. And remember, no matter how high up the chain you're calling, the target is human, too. She puts her pants on one leg at a time, just like you. 3. Fear that customers are too busy to talk to you. Tell yourself that most people work at least eight hours a day and are responsible for finding ways to increase revenues or decrease expenses or liability. Therefore, they're paid to speak to people like you who can help them achieve these goals. 4. Fear that a customer will be unkind to you. Experienced salespeople know that the higher up the corporate ladder you call, the nicer people are in general. And when you finally get that appointment to meet with the executive, you will probably be offered Starbucks-qualify coffee in fine china instead of crummy coffee in a Styrofoam cup. 5. Fear that a customer might ask a question to which you don't know the answer. First, learn everything possible about your offering and your customer's situation to diminish the likelihood of this and to build your confidence. Then, if a customer stumps you, say, "You know, I have read X number of books and Y magazines and spoken to Z experts on these topics, but I'm not completely sure about your question. I want to be sure you get the best answer for your situation. May I get back to you?" 6. Fear of losing your composure during an important sales call. I once heard a speaking coach comfort wannabe speakers with the line "The good news is it's physically impossible to pass out, throw up, and cry all at the same time." This applies to salespeople on calls, too. Be prepared for your customer meeting so you can be mentally present when you're in front of your customer. Then you can deal with any challenges or surprises if they happen. 7. Fear that something embarrassing will happen during a sales call. If this really does happen, laugh. My parents used to tell me, "When things go wrong, you can laugh or cry. Why not laugh?" You may have to force your laughter to get started because it's so awful or embarrassing, but laughter eases almost any situation. 8. Fear that if you lose a major sale or client, your business or career will collapse. Throughout my years in sales, I have lost several big clients and deals. Recalling the losses, and subsequent wins, strengthens me. I remind myself that the worst has happened before and I'm still standing—in fact, I'm thriving. If the worst happens again, I know I can survive it again—and emerge even stronger than I was before. Fear can be like a grizzly bear that roars so loudly you cover your eyes and ears—and thereby miss prime selling opportunities. Don't let it happen. Remember that your customers have fears, too. In my next column, I'll explore some of your typical customers' fears—and how you can use them to sell more. In the meantime, happy selling!
- A Conversation with Barbara Brabec The crafting veteran talks about what distinguishes the hobbyist from the professional. Start out by pricing your creation right by Kerry Miller Related Items Bringing Your Art to the Online Market Slide Show: Sell Your Art Online Arts and Crafts Find New Life Online Creative Artists Confront Sales Anxiety Slide Show: Turning a Creative Hobby into a Business Story Tools post a comment e-mail this story print this story order a reprint digg this save to del.icio.us The Internet has been an undeniable boon for independent arts and crafters. Artisans once limited to local art fairs or farmers' markets now have a global platform from which to inexpensively market their wares (BusinessWeek, 1/3/08). Even so, the transition from part-time hobby into a full-time business remains an elusive goal for all but a handful of sellers. And for the new generation of crafters who grew up with the Internet, old-fashioned face-to-face sales can be a terrifying prospect. BusinessWeek's Kerry Miller spoke to crafting veteran Barbara Brabec , author of Handmade for Profit and several other craft-business guides, about successfully bridging the gap. What's your advice for crafters who are anxious about selling their work in person—to customers or to wholesalers—rather than online? Sales anxiety, believe it or not, is a problem for even the pros that have been out there for years. Mostly it comes down to self-confidence. When somebody begins to sell a product they've made, they're selling themselves as well as the actual product, and they're afraid of being rejected. One thing that helps build confidence is to educate yourself about everything related to your industry, and learn as much as possible about the audience that you're trying to sell to—read, talk to people, build a personal network of people in your field with similar interests. Then I tell people to make a list of all of the benefits of the product that they're trying to sell. They're going to feel a lot more confident when they see how much value their item has. A friend of mine, a weaver, told me he was able to overcome his initial sales anxiety because he knew before he ever went out to sell that people were likely to be interested in his product. He said, once you know you're in the right marketplace with products that are rightly priced, mostly all you have to do is sit back and let the people sell themselves on your work. But people have to make the time to do [the research]. You can't just say, "Well, I'm too busy producing. I'm an artist." The question is: Do you want to be an artist or do you want to make a living? What's the crucial difference that distinguishes the artist/hobbyist from the professional who is earning a living from what he or she makes? The thing that has always separated the hobbyist from the professional is that the hobbyist makes things that they want to make with little regard for what their audience might really like to buy. You know, they say, "I love to make dolls," and so they start making dolls to suit themselves. Sometimes they put in hours of unnecessary work with bows and trimmings and all the little stuff that you can't justify with a price. The serious seller will learn to get rid of all the ruffles and frills. They're able to make that item in a set length of time, and they know how much they have to charge for their labor. Hobbyists have a really hard time making products for the actual marketplace instead of for themselves. I've always believed that the only people who make money are the people who need money. I don't think I would have succeeded if I hadn't started a business when I really needed money to help my husband, who was out of work at the time. People who go to work with the idea of actually making some meaningful income are far more likely to succeed than the hobbyist who just says, "Oh, I just want a little pin money," because if that's your goal, that's all you'll ever earn. Miller is a New York-based staff writer covering startups and small business. Miller is a graduate of Brown University.