Selling: 2.01 ACQUIRING A FOUNDATIONAL KNOWLEDGE OF SELLING TO UNDERSTAND ITS NATURE AND SCOPE.
Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)
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Marketing Indicator 2.01 Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)
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Transcript of Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)
Marketing Indicator 2.01Acquire a foundational knowledge of selling to
understand its nature and scope. (foundation)
Distinguish between customer service as a process and customer service as a function.Customer Service Mindset – an attitude that
customer satisfaction always comes first
Customer Services – are actions should attract, retain, & build relationships with customers while influencing them to make purchases
Describe how businesses can use customer service to beat their competition.Customer Service can be a Competitive
Advantage over the competitionCompetitive Edge
Poor service is more memorable than good service
Discuss factors that influence customer expectations of customer service.Interaction with ANY employeeCustomer-Friendly Policies
Must be Consistent - payment, returns, damagesTraining
Knowledgeable, experienced, Treatment of Employees
Treat others the way you would want to be treated
Employee ActionsHonest, Ethical
Handling Problems
Customer Service
Explain how customer service facilitates sales relationships.Maintain Relationships
Happy customers will returnIt is more expensive to replace a customer than
it is to maintain oneCreate Loyalty through Rewards
Starbucks Loyalty
Identify pre-sales opportunities for providing customer service that can facilitate sales relationships.
Be aware of who your customer isBe courteous and respectful Be of assistance for customerProvide ample product information
How to Provide Good Customer Service
King Burger – Customer Service
Identify post-sales opportunities when customer service can be provided to facilitate sales relationships. Follow-up
Ensure satisfaction, call, card, emailHandle inquiries and complaints, keep
customers satisfiesAsk for referralsKeeping a client file Evaluate sales efforts
Post Sales Surveys / Comment Cards
The Perfect Salesperson
Using the characteristics of a good salesperson listed in your notes, create the perfect salesperson with the outline given below. Use words, phrases, pictures from magazines, drawings, and color; to add “good characteristics” to your outline.
