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Manipal Institute of Jewellery Management, ManipalManipal Institute of Jewellery Management, Manipal(A Constituent institution of Manipal University)

Customer needs and services provided to Customer needs and services provided to the customers the customers

Presented by:vishwa varunBBAJDM, VIth SemRegd No. 061201022


Program Objectives

Learn to identify and analyze customer needs and problems.

Recognize the most common reasons for customer complaints.

Discover techniques to cultivate and maintain special customer relation.


Assess your communication style and use two-way communication skills to level with people, to accept feedback from them, and to discuss problems.

Identify specific problems in your customer service program and apply treatment.


Questions On Being A Customer

Why do you need customer service?

Was the service provided over the phone or in person?

How did the customer service representative respond to your request, inquiry or problem?

If you felt the service was excellent, describe what made it so good.

If you felt the service was exceptionally poor, describe what made it that way.


Do You Know Why They Leave?

1% die.

3% move away.

5% develop other relationships.

9% leave for competitive reasons.

14% are dissatisfied with product or service.

68% leave because of rude or bad service


Competencies

Communication.Customer Sensitivity.Decisiveness.Energy.Flexibility.Follow-up.Impact.Initiative.Integrity


Common Excuses For Service Lapses:

I don't have enough time.I don't get paid to be nice. I am measured by my productivity and accuracy.How can we do a good job if the computer is always down?Every customer is totally bonkers today.


I can't deal with people who do not show me respect.

How can we do a good job if the other departments do not provide the back-up we need?

I am having a bad day.

People are basically stupid.

I am always too busy.


The Customer Wants You To

8 . . . Greet me.

8 . . . Help me.

8 . . . Listen to me.

8 . . . Value me.

8 . . . Invite me back.


Importance of customer

The customer is the most important person on your promises.

He is not depend on us, we are depend on him.

He is an interruption of our work, he is the purpose of it.

He is not an outsider an our business, he is part of it.

We are not doing him a favor by serving him.


The mindset of an ideal salespersonA sales person has to under go the following tests before initiating the sales process in a retail environment.

Test of attitude The question that the sales person has to ask himself/herself is ‘Do I have a positive attitude towards what I do’

A positive attitude must for a sales officer.

Test of skillsThere is a set of skills that the salesperson needs to have ,like customer service skills, selling skills, and communication skills.

Sales person has to ask himself ‘’am I through in all the skills required to succeed in my selling efforts’’


Taste of knowledge:The sales person should check his level in every area of the sales process-

Product knowledge Knowledge of price Benefits Competition

So that he can answer customers questions, confidently

Test of integrity

Integrity does not just refer to referring from stealing but also includes having the right ethical standards in every area of the job from arriving to come to work on time being attentive on the floor.


Process in personal selling

The process in retail selling begins from the moment customer enters the store.

The first step involves connecting with the customer and then sailing through different steps until the sale s successfully closed.

Connect with customer Probe needs subtly Presenting merchandise Handling objections and indecision Recognize buying signals Trial close and add-ons Closing the sale


Connect with customer:Go beyond the technique of smiling, making eye contact and small talk.

The sales person has to be humourous,sweet,shy or confident while interacting with customers.

He/she should help the customer open up and be able to look sign that would trigger the desire to buy.

Probe needs subtly:Be communicating freely with customer and striking a harmonious note.

The needs of the customers can be understand even if they are not spelt out clearly.


Presenting the merchandise:The merchandise has to be presented properly without loss of time.

The salesperson should initiate the trial of the product by the customer and give truthful opinions.

Handling objections and indecision:The customer’s doubt ought to be clarified by the salesperson to his/her satisfaction.

Sometimes the price of a product may be compared with those of competitors; a clear rationale for the price needs to be given in such cases.

Trade journals, product design, metal of ornament, setting of the stone, information booklets can be referred to while handling objections, if the merchandise involves high involvement.


Recognize buying signals

The salesperson must respond quickly to buying signals, which may come in the form of certain positive statement by the customer.

This is the opportune time to ‘ask’ for the sale. most of time salespeople fail to ask for the sale.

Trial close and add-ons:The trial close follows the process of ‘asking’ for the sale and add-ons for the merchandise selected by the customer.

Closing the sale:The salesperson initiates the process of perception of the cash memo for the customer and leads him or her to the cash counter for making payment.

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