The document discusses key aspects of running a successful business by focusing on customer satisfaction. It identifies that the purpose of business is to satisfy customer needs through selecting the right products for them, meeting their expectations, and ensuring excellent customer service. Some ways to achieve this include having friendly, understanding and fair interactions with customers; providing good quality products at a good price along with helpful information and good service; and avoiding bad behaviors that could upset customers. The overall success of a business depends on meeting and exceeding customer expectations.
Rise and fall of Kulula.com, an airline won consumers by different marketing ...
Sales training
1.
2. • Skills
>how to
>steps
• Knowledge
>critical thinking
>decision making
• Attitudes
>ethics/values
>behavior
Purpose of training is to bring change in…..
3.
4.
5. Business Kisi chalaki ka nam nahi hai
Business kisi great strategy ka nam nahi hai
Business kisi hoshiari ka nam nahi hai
Business hai sirf log (customer)—Jab hamare
customer hamse kush hote hai to hamara
business apne aap age badhta hai
6. Business is …..
1. Selecting right customer
2. Presenting right product to right customer
3. Identifying needs of customer
4. Satisfying needs of customer
5. Ensuring excellent service to the customer
9. Friendliness
Understanding
Fairness
Good quality product
Good price
Information (or demo)
Good service
Good profit margin
*Business success is meeting
customer’s expectations
10. Bad manners
Irregular visit
Arguments
False promise
Poor appearance
Staring (in case of lady customer)
*every sales person should avoid
11. The Customer is the business’s biggest
asset
The Customer pays all salaries, wages
and dividends
The Customer will go where s/he
receives the best attention
You must be your customer’s best choice
12. • Quality of a product or service is what the
customer feels it is.
• Customer judges quality on :
–Responsiveness
–Competence
–Courteousness
–Sensitivity
–Consistency
13.
14. • Self confidence
• Positive attitude
• Good knowledge of product,
Comapany,market &customers
• Good communication skills
• Enthusiasm
• Discipline
• Passion for customer service
15. • 90% of us make
decisions about others
in a few minutes.
• Over 50% of our
personal impact is
through our appearance,
our body language and
facial expressions.
16. Self-esteem is the way we feel about ourselves.
When we feel good about ourselves:
We feel good about others
Our performance goes up
Our relationships improve - at home & outside
The whole world looks nicer
There is a direct co-relation between feeling and
behavior.
18. Always be positive and enthusiastic
Smile, be friendly
Don’t feel rejected when customer says no
Selling starts when customer says no
Try to meet a customer’s reasonable request
Customer doesn’t care if you are having a bad
day
You should leave your problems at home
Customers expect to get what they pay for
Your good attitude will make work enjoyable
for you and your customers
19. What is Attitude?
Attitude is the way we look at things.
Two types of Attitudes
Positive Negative
The foundation of your success is positive
Attitude.
20. When ….. :
• The Customer is Respected
• Understood
• Treated Genuinely,
The foundations are laid for
Quality Service
21. Do not return anger for anger
Avoid fuelling the anger
Avoid arguments
Be quiet and listen
Don’t make excuses
Recognise the customer’s feelings
Probe
Solve problem
Apologise whenever required