1. Dealing with Customers
Understanding customer attitudes is the key to
increasing sales.
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2. Dealing with customers
Understanding Relating to the customers position
types of • Position
customers • Signs
• Prognosis
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3. Finding the customers
 Acquaintances of other staff
 Personnel acquaintances
 People who have made enquires at the company
 Customers of the competition
 People who have complained to the company
 Those who have already being canvassed by your
company
 Prospects identified by the market research
 Respondents to direct mail
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4. Researching customers
Carrying out
research
Expanding Identifying
sales needs
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5. Communicating effectively
Empathy
Research
Synthesis
Nero linguistic programing
Body language
Clear reactions
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6. Providing customer service
Maintaining
contact
Dealing
with
complaints
Responding
to customer
enquiries
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7. Customer compliment
Paraphrase the customer’s complaint to show
what you have understood.
Tell the customer that you understand how
they feel.
Assure the customer that their feedback is
invaluable.
Apologize for any inconvenience, and do all you
can to make up for it.
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8. Maintaining contact
Call your customer
regularly to check
they are satisfied
Make a note of any
complaints and act on
them immediately
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9. Satisfying customers
Meeting Customer needs
Brand and image
Sales technique
Keeping commitments
Administration
Responsiveness
Information
Product or service
10 After sale service
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10. Good is not good enough-
only excellence takes you forward
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