2. OUR FOCUS.
• Define Customer Service.
• Relate customer service to conflict resolution.
• Know the importance of customer service training.
• Evaluate and Develop customer service mentality.
• Create customer service culture peculiar to your organization.
• Define Sales vs Salesmanship.
• Know the essentials of Salesmanship.
• Relate Customer Service delivery to Salesmanship.
• Develop the Customer salesmanship blue print for your
organization.
3. Why are we in BUSINESS?!
Passion.
Necessity.
Money.
Recognition.
Creativity & Innovation.
What is the link between Necessity, Creativity &
Innovation?
CUSTOMER!!!!
5. Customer Service is…..
The ability to provide a service or
product in the way it has been
promised.
Provision of service before, during and
after a purchase.
But for us…..
A management strategy that focuses
on meeting customer expectations.
6. In your own words.
Who is a Customer?
A person who receives a product either goods or
services from an organization.
Customer types:
Internal Customer.
External Customer.
What is Service?
Providing people with something they need or want .i.e. adding
value.
8. Conflict Resolution vs Customer Service.
Conflict is a struggle or contest between people
with opposing needs, ideas, beliefs values and
goals.
Conflict Resolution are all methods and
processes involved in facilitating and acceptable
ending to conflicts.
Customer Service is management strategy that
focuses on meeting customer expectations.
9. Importance of Customer
Service training.
Leads to growth and success of the
organization.
Leads to increased goodwill from
customers.
Provides theoretical and practical
exposure for employees.
Foster camaraderie in all teams.
10. Customer Service Evaluation.
R
A
T
E
R
Reliability: Deliver on promised service with dependability
and accuracy.
Assurance: Ability to convey trust confidence and
competence in a courteous and knowledgeable way.
Tangibles: Comfortable look and feel of facilities
appearance, marketing materials e.t.c.
Empathy: Degree of care and individual attention the
customer receives.
Responsiveness: Willingness to help customer by
providing prompt service without distraction.
11. Developing a Customer
Service mentality.
This about cultivating the right attitude
and mind set that will enable the service
provider meets and exceeds the
customer’s intellectual and emotional
needs, thereby adding value.
Having the mentality of serving the
customer.
Because:
Customers have alternatives.
Loss of goodwill.
12. Towards Customer Service
Mentality.
Develop a professional approach.
Have a customer FIRST mind set.
Develop a habit of courtesy and
treating people with respect.
Develop a positive attitude and use of
positive form of communication.
Demonstrate reliability and
dependability.
13. Business effects of “BAD”
Customer Care
It is the enemy of Great Customer Service and
hurts both Internal and External customers.
It is always measured in the eyes of the offended
party.
Billions of Naira is sent to competition each year by
Bad customer service.
Lost business means lost profits and lost profits
means lost jobs.
It give the organization a bad corporate image.
Devalues us as ambassadors of our organization.
So please do not send your customers running in the opposite direction…….
14. SALES:
The exchange of commodity or service in return
for money.
A contract involving transfer of the ownership(title) of
a good or property or entitlement to service, in
exchange for money or value
SALESMANSHIP:
The art of winning of customers to sell well the
company’s products and services.
The practice of investigating and satisfying the
needs of customers using a fair, sincere and
mutually beneficial process.
Sales vs Salesmanship.
In short …….…….
15. ESSENTIALS TO SALESMANSHIP.
Major obstacle on the Road to Success:
Fear of Failure.
Fear of Criticism & Rejection.
“Do not be afraid, take a bold step and
present the product to that man sitting in
front of you ”
***
The difference between a Hero and a Coward is that
a Hero is brave just a couple of minutes longer!!!
COURAGE-
16. PROFESSIONALISM-
Peak performing Sales people see themselves as Consultants rather
than Salesmen.
See yourself as an adviser-
Helper & Problem solver.
Counselor .
A Friend to your customer.
Your customer must be able to trust you to give a
good advice to aid his buying decision.
“What does he thinks about you at the back of his mind” - Positioning
ESSENTIALS TO SALESMANSHIP.
17. COMMITMENT-
Believe in your Company.
Believe in your company Product and Services.
Believe in your Customers.
Believe in yourself and your ability to succeed.
***
Contaminate someone with the passion you have
for your products!!!
After all Sales itself is a transfer of ENTHUSIASM…..
ESSENTIALS TO SALESMANSHIP.
18. IN OTHER WORDS…….AIDA
ATTENTION-
Get customer attention.
INTEREST-
Arouse customer interest.
DESIRE-
Articulate the real benefits to the customer.
ACTION-
Close the sale.
20. CUSTOMERS SALESMANSHIP
or
CUSTOMER SELLING.
The act of striking a balance between delivering excellent
customer service and closing a sale.
The evolution and merging of two great paradigms that is now
required for any true salesman and service delivery personnel.
Help grow the company.
Job security.
Improved remuneration.
Edification of self professionally.
Solid foundation for a successful
career.
WHAT IS IN IT FOR YOU……….