Don't just say customer care, it is now CUSTOMERSELLING!!

1. Excellent Customer
Salesmanship.
By Olubunmi Abejirin.

2. 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.

3. Why are we in BUSINESS?!
 Passion.
 Necessity.
 Money.
 Recognition.
 Creativity & Innovation.
What is the link between Necessity, Creativity &
Innovation?
CUSTOMER!!!!

4. What is customer service?
Your Experience…………

5. 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.

6. 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.

7. Conflict Resolution
Vs
Customer Service.

8. 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.

9. 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.

10. 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.

11. 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.

12. 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.

13. 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…….

14. 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 …….…….

15. 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-

16. 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.

17.  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.

18. IN OTHER WORDS…….AIDA
 ATTENTION-
 Get customer attention.
 INTEREST-
 Arouse customer interest.
 DESIRE-
 Articulate the real benefits to the customer.
 ACTION-
 Close the sale.

19. CUSTOMER SERVICE
vs
SALESMANSHIP
.i.e.
CUSTOMERSALEMANSHIP.

20. CUSTOMERS SALESMANSHIP
or
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……….

21.  Questions…..
THANK YOU.

22. See you at the Top!!!