CHAPTER 7

Customer Service

WHAT IS CUSTOMER SERVICE?

Finding out AND Satisfying the

needs and wants of the customers

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

Approaching

Customers

Making a sales

presentation

Providing After Sales

service

THE SELLING PROCESS

Approaching

Customers

Making a sales

presentation

Providing After

Sales service

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)

3 TYPES OF APPROACHES

1.Greeting Approach

2.Service Approach

3.Product Approach

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.

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.

TYPES OF APPROACHProduct 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.

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

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.

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.

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.

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

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*

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 (QUESTIONS) 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)