Supervisor Level Training

SUPERVISOR

“A member of a work gang who supervises

the other workers”

Role of supervisor

Responsibilities/ Duties

Be self aware

SSI

Handling customers/ subordinates

Do Not’s

Reporting

Every body is a winner

An employee is a supervisor if he has the

power and authority to do the following

actions

Give instructions and/or orders to

subordinates

Be held responsible for the work and

actions of other employees.If an employee cannot do the above, legally he or she is probably not a

supervisor

ResponsibilityResponsible for the productivity and

actions of a your team.Ensure that your group of subordinates get

out the assigned jobs.Supervisors are uniquely positioned

through direct daily employee contact to respond to employee needs, problems, and satisfaction.

Day to day motivation to subordinates

Duties

Obey the rules laid down by the

management

Obey the instructions point out by the

immediate level supervisor or manager.

Duty to report the manager.

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 Appropriateness of sales person Have a memorable day to Customer

Always bear in mind that you are the supervisor of the group that have direct interaction over customers

(Sales Satisfaction Index)

Measures levels of customer satisfaction

with the pre-sales ,process, the actual

sales.

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.

Mismatching the information.

Not keeping the customer informed.

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

To be heard.

An acknowledgement that the problem is

real.

To have some control over the situation.

Immediate action.

Replace the product/price.

Take an apology and a token of gift if

needed.

Resolve the complaint and get a

satisfaction note.

Complaints are an opportunity

for you to strengthen the

relationship with the customer and even

enhance their confidence in you.

Furthermore

they represent

an opportunity to improve things

so that you can avoid

the same problem in future.

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.

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.

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.

Do Not make arguments over customers

Do Not fire subordinates in the midst of

other employees or customers ( fire

privately and appreciate publicly)

Do Not compromise in quality or service.

Report to the management as and when

the management requires it.

Day to day report to the immediate

supervisor or manager.

Yes……………………..

You are the winner

.

Winning

customer’s

confidence

is only the first step

towards building a

life-long relationship

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return back.

Appreciate your sincere feedback

Wish you All the best

Green Wind Solutions Pvt [email protected]

http://greenwindblog.wordpress.com/http://greenwindsolutions.blogspot.in/