Excellent customer salesmanship

Excellent Customer Salesmanship.

By Olubunmi Abejirin.

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.

Why are we in BUSINESS?!

Passion. Necessity. Money. Recognition. Creativity & Innovation.

What is the link between Necessity, Creativity & Innovation?

CUSTOMER!!!!

What is customer service?

Your Experience…………

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.

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.

Conflict Resolution

Vs

Customer Service.

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.

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.

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.

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.

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.

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…….

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 …….…….

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-

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.

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.

IN OTHER WORDS…….AIDA ATTENTION- Get customer attention.

INTEREST- Arouse customer interest.

DESIRE- Articulate the real benefits to the customer.

ACTION- Close the sale.

CUSTOMER SERVICE vs

SALESMANSHIP.i.e.

CUSTOMERSALEMANSHIP.

CUSTOMERS SALESMANSHIPor

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……….

Questions…..

THANK YOU.

See you at the Top!!!