3. 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.
4. THE SELLING PROCESS
Approaching Customers
Making a sales
presentation
Providing After Sales
service
5. THE SELLING PROCESS
Approaching
Customers
Making a sales
presentation
Providing After
Sales service
9. 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.
10. 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.
11. TYPES OF
APPROACH
Product 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.
12. 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
13. WHY MAKE A SALES PRESENTATION?
When we Know
what the
customer
Needs, it is
then easier to
sell a product
to them.
14. WHY MAKE A SALES PRESENTATION?
But not all
customers
know what
they need.
So it is our
job to help
them find
out.
15. 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, interestin
g, attractive.
16. 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
17. 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
18. 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.
19. 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
20. 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.
21. 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*
22. 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
23. 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
24. HANDLING CUSTOMER’S ENQUIRIES
(QUESTIONS) AND REQUEST
Enquiries means a question
Customers make enquiries because they are
interested to know more about your product
25. HANDLING CUSTOMER’S ENQUIRIES AND
REQUEST
When handling enquiries, we should :
Listen carefully
Clarify by asking them questions
Provide correct information
26. 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)