1. CHAPTER 7
Customer Service

2. WHAT IS CUSTOMER
SERVICE?
Finding out AND
Satisfying the
needs and wants
of the customers

3. 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.

4. THE SELLING PROCESS
 Approaching Customers
 Making a sales
presentation
 Providing After Sales
service

5. THE SELLING PROCESS
 Approaching
Customers
 Making a sales
presentation
 Providing After
Sales service

6. WHY DO WE
APPROACH
CUSTOMERS?
Customers wants
to feel
Welcomed and
Important when
they enter your
shop.

7. TYPES OF APPROACH
*MOST
COMMON
REJECTION*
 No thanks.
 Just Looking
 (Shaking head and
keeping silent)

8. 3 TYPES OF
APPROACHES
1.Greeting Approach
2.Service Approach
3.Product Approach

9. TYPES OF
APPROACH
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.

10. TYPES OF
APPROACH
Service approach –
use to tell customers
you are ready to serve
them
 Smile and ask “Can I
help you? “
 This is to find out
what the customer
needs.

11. TYPES OF
APPROACH
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.

12. THE SELLING
PROCESS
1. Approaching Customers
2. Making a sales presentation
1. Presenting the
product
2. Handling customers
questions and
objections
3. Providing After Sales
service

13. WHY MAKE A SALES PRESENTATION?
When we Know
what the
customer
Needs, it is
then easier to
sell a product
to them.

14. WHY MAKE A SALES PRESENTATION?
But not all
customers
know what
they need.
So it is our
job to help
them find
out.

15. 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, interestin
g, attractive.

16. 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

17. 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

18. 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.

19. CLOSING THE SALE
 Close the sale as soon as you observe the following :
 Customer looks happy with your product
or
 Customer says he’s buying the product

20. 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.

21. 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*

22. 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

23. 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

24. HANDLING CUSTOMER’S ENQUIRIES
(QUESTIONS) AND REQUEST
 Enquiries means a question
 Customers make enquiries because they are
interested to know more about your product

25. HANDLING CUSTOMER’S ENQUIRIES AND
REQUEST
 When handling enquiries, we should :
 Listen carefully
 Clarify by asking them questions
 Provide correct information

26. 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)