How to deal with Customers

Customer Training Module from Green Wind Solutions

Topic

►   What is Training

►   Importance of Training

►   Customer is the King

►   Be Self Aware

►   Your Role

►   What Customers Want

►   When Customers Walk-in

►   Its Delivery Time

►   Handling Complaints

►   DO NOT’s

►   Customers for Life

►   Everybody is a Winner

What is Training?

The practice adopted to increase the employee’s know-how of the job that enhances his/her efficiency and effectiveness.

Importance of Training

►   It improves employee confidence/efficiency which results in increased productivity and therefore, financial gains.

►   Upgrades the skills of employees with changing technology and market conditions.

►   It helps in creating a pool of employees within organization to fill in any vacancy.

►   It gives a message that the organization cares about employees which increases retention.

Words of Gandhiji

“ A Customer is the most important visitor on our premises.

He is not dependent on us, we are dependent on him.

He is not an interruption on our work, he is part of it.

He is not an outsider on our business, he is part of it.

We are not doing him a favor serving him, he is doing us a favor by giving us the opportunity to do so.”

Customer is the KING

                                                                                                                           Lets Discuss the reason.

                                                                                                                        Can you suggest some other captions.

         

Customer the God 

The SSI Factor Structure

(Sales Satisfaction Index)

Measures levels of customer satisfaction with the pre- sale process, the actual sales.

Be Self Aware - The Attributes

►   Knowledge about industry

►   Sales person’s appearance

►    Attention focused on customer

►   Ability to offer the best material as per need

►   Courtesy and friendliness shown

►   Honesty

►   Clear and Understandable in deal

►   Fulfillment of commitments

►   Ability to provide complete and accurate answers for the questions

►   Concern shown for budget

►   Sufficient time allowed before deciding

►   Sales person without hassles

►   Time taken to finalize the product

►   Appropriateness of sales person

            Have a memorable day to Customer

Your Role

   What and Whom do you represent?

What Customers Want

►   A friendly, smiling face,

►   Feel Welcomed, respected, valued and to be given undivided attention.

►   Their presence to be recognized and importance to be given to them.

►   To understand how the organizational sales, service and other processes work.

►   To talk with people who have adequate knowledge.

►   To establish a one point contact at the organization.

►   To have their time respected and promises kept.

►   To be listened to.

►   To respond their calls, queries, questions promptly

►   A quality product and service at a fair price.

What Customers Don’t Want

►   Their time to be wasted .

►   To be shifted from person to person.

►   Information to be withheld or to change.

►   To be pressurized or manipulated.

►   To experience insulting, arrogant, threatening, indifferent, discourteous, insincere or disrespectful comments or behavior.

►   To be treated as if they are ignorant or unintelligent.

When Customer Walk In

►   Greet the customer with a friendly smile.

►   Introduce yourself.

►   Must be in uniform

►   Ask for some refreshments.

►   Ask for the product he wants.

►   Should have good body language.

►   Can implement NLP method

►   Create a friendly space for the customer.

►   Avoid jumping into sales.

►   Identify his purpose/need.

►   Try and build personal rapport with the customer.

►   Never move him from one place to other.

                                   MOST MEMORABLE MOMENT

►   Buying your product is most memorable moment in customers life.

►   Make this special moment for you and the customer by building up a relationship with your company.

ALWAYS REMEMBER

Most Interesting Section

          
             Handling Complaints

Causes

►   Not Listening or paying attention to customers.

►   Not Showing customers the proper respect or courtesy.

►   Making false promises(includes price, material,Color etc)

►   Taking advantage of a customer’s trust or misfortune.

►   Not knowing what you are talking about.

►   Mis matching the information.

►   Not keeping the customer informed.

►   Blaming a problem on customer action, inaction or lack of knowledge.

What upset customers really want

►   To be heard.

►   An acknowledgement that the problem is real.

►   To have some control over the situation.

►   Immediate action.

Complaint Resolution

►   Replace the product/price.

►   Take an apology and a token of gift if needed.

►   Resolve the complaint and get a satisfaction note.

Complaints ?         

How to Handle Complaints?

►   Never run away from complaints.

►   Receive the complaint politely.

►   Don’t reject or argue.

►   Listen properly.

►   Use 80:20 principle

►   Think in the customer view point.

►   Identify the customer’s main complaint.

►   Don’t make excuses.

►   Take notes of the complaints.

►   Let the customer know if you cannot answer the complaint immediately.

►   Reassure them that you will investigate and come back to them later.

►   Don’t reply in an ambiguous way.

►   Never promise something which you cant do.        

                          Keep in Mind

►   Never Shuffle the customer from person to person.

►   Never keep the customer waited for a long time.

►   Never argue with the customer.

►   Never keep the customer in rigid position let they walk freely

►   Never deliver in hurry.

►   Never treat delivery as a close of sale.

Customers For Life

Lets Discuss.

   How can you Win a Customer for Life?

What are the benefits?

►   Never lose touch with the customer.

►   Being out of sight is being out of mind.

►   Make him feel that you are always there to help him out and you value your relationship with him.

►   By being constantly in touch with the customer you can:

►   Find out his future plans.

►   Keep track of occasions in his family.

►   Follow-up the matter till you succeed.

                Inform the customer about new model arrivals, new materials , offer prices etc

   Its Test Time Now !!!!

                                                                   Lets See Who is the Winner