excellent service and sales technique paper (agnes gratia devina)
TRANSCRIPT
PREFACE
In this life we usually sales or gave a service to the other, but sometimes we just get confused, depressed and giving up for it. Actually that’s all happened just because we don’t understand what we should do, what’s the right things technique to do it. So in this pepper I’ll write some materials that I already get from my college class “Excellence Service and Sales Technique” with Mr. Alfa Maulana, Mba.
Thanks for this task so that I can review all the things that I already learned and I can understand it more. Hoping so much what I wrote can be useful for all the readers.
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DAFTAR ISI
PREFACE..............................................................................................i
CONTENTS.........................................................................................1I. Services.................................................................................................................................1
II. Effective Teenage..................................................................................................................7
III. Communication..................................................................................................................15
IV. Sales
IV.I. Generally..........................................................................................................................17
IV.II. Personality Plus................................................................................................................18
IV.III. Mind Mapping.................................................................................................................20
IV.IV. Sales Dogs........................................................................................................................22
DAFTAR PUSTAKA.........................................................................26
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CONTENTS
I. Services
Service quality is how we give the same attitude and service to the entire costumer from the first
till the last. The purpose is increase the satisfaction until the delight point if we can reach it. To
get all of that we need to build trust, good mindset, make commitment, have performance, and
good looking.
Services that sold are if we can fix costumers problems.
There are 3K to create excellent service and sales technique:
a. Honestly (Kejujuran)
b. Ability (Kemampuan)
c. Creativity (Kreativitas)
Honestly is the first thing that will be needed by a person that wants to give services and sales
something. After that the person will need ability to persuade the costumer, build a good
relationship with the costumer, giving knowledge to the costumer about the services or goods.
And the last thing, they’ll need to be a creative person to know what they should do next.
Some matters that relating to excellent service:
a. Needs
The different between needs and wants is need is a thing that really important for human
and without that thing a human can’t survive but wants is a thing that aren’t really
important for human cause it has substitutes thing so the human still can survive without
those things.
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There are some reason that make a wants move to needs. One of them is time cause
nowadays there are so many competitor and the costumer will only choose which one is
faster to give them what do they need.
And all of that relating to “service”. Service is how to make the costumer feel satisfied,
so we have to do an emotional touch cause nowadays this is the first thing to do. In the
other hand we should have an intrinsic value that may make the costumer felt more
satisfied and like us.
b. Purpose and Time
We should know what the purpose of our service and what the right time to promote or
offer it to the costumer. Because if we don’t know what our purpose is, we can’t sell
anything because without the concept we just to confuse on what will we do. And if we
promote something not in the right time then we won’t get the costumer or maybe we
lose them.
What can be marketed?
- Goods - Persons
- Services - Properties
- Places - Organizations
- Ideas - Information
- Events - Experiences
c. Quality
Service quality: a process that have a purpose to get or just want to reach customer
satisfaction (feel, like, etc good for a service or something).
Service excellence : a process that have a purpose to get or reach delight (feel
statisfied,good,like,etc to a service or something that can’t be explain by any words)
d. Communication
We have to do a good communication with the costumer so we can know what do the
costumer need and want.
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Bellow the line
Don’t know Know Interesting A desire
Buy
Not
Above the line
Needs,wants,demands
Marketing offers(products,services,experiens)
Value and Satisfaction
Exchange transactions andRelationship
Markets
A process from the beginning to transaction :
At first the prospective customers don’t know any information about seller’s product or
service, so the seller should give the knowledge to the prospective costumer. Then after
the prospective customers know about seller’s product or service they will feel interesting
to that, if they need it then they’ll do an action to buy it but if they don’t really need it
then they won’t do any action.
In above the line there are some promoting activities like make advertisement, banner, or
some kind like that. While in the bellow the line there will be distributing the product and
anything like that.
Core Marketing System
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Needs and wants create demand from the costumer to the producer. After the producer
got the demand then it will make marketing offers (products, services, and experiences)
to the costumer for full fit their demand. After that there will be value and satisfaction of
the offering that will be feeling by the costumer. After that the exchange transaction will
be happen and a relationship will be built between the costumer and the producer and it
will create the market. Then the market will create the needs, wants, and demands again
and the cycle will be same.
If we want to talk about product and service there is the main difference between both of them.
- Product: The prices of the goods that will be selling have a price that already determine.
The prices are determined by the market.
- Services: The price of the service that will be given can’t be determine, so the person can
get benefits as many as he want. Cause services are always be needed by the market.
What should we do, so we’ll be chosen from the entire competitor?
The very simple way is make an advertisement about our services, about our own self
that interesting and we should consequence too.
Consequence: Do something routine so the other person will always remember us.
What is relationship selling?
- Costumer centric: Costumers become our central or our point of view.
- Puts the costumer as the center of universe.
- Focuses on securing, building, and maintaining long term relationship with profitable
costumer.
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Services
Value and Price
Value: just same like intrinsic value, something that inside the goods.
Price: the nominal that show how much we should pay for get the goods.
Needs persuade the value and price. It makes a changes, sometimes value > price but
sometimes value < price.
Balance point usually called equilibrium. This is a condition when supply = demand or when
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• After all of that, if we can make a good relationship and have a good deal to get hire and
work together. So, it means it’s our turn to give our best services to our client and one
Thing we should think that “how to give a benefit to our client?”
If we already do that, that person can become our assets cause one day in future he can
Commitm
ent
This is has a relation with consequenceThis is the first thing that will be needed by a person if want to be choose from the other. We need to do something routine so the other will remember us and hire us.
Knowled
ge
A basic knowledge for a person to do or give something to the other , we need to have it for argue something or answer some question that given to us.
Relationsh
ip
We do all of that ( commitment, consistency, and knowledge)as a basic for us to make a good relationship between each other. More relationship we make than we'll get more opportunity to get hire and get many benefit.
Services
price = value.
Some conditions that persuade the price:
o When supply > demand (decreasing of price)
o When supply < demand (increasing of price)
o When price > value ( if the price is high it may not buy, but if the price is low it maybe
buy)
o When price < value (even the price is so high but it must be buy by the costumer)
For the example of price < value: In the top of the mountain the people don’t have any jacket
but the weather is so cold. So when there is a person that sells jacket even the price is
expensive, but all the people will buy it because they really need the value of the jacket.
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II. Effective Teenage
In this moment we’ll talk about life for teenage. For teens life isn’t a play ground.
Life is a maze full of right or wrong turns, right or wrong decisions. The parents can teach teens
principle, values, and skills to help them make better choice.
Nowadays there are so many bad things and good things that maybe can change
our mindset, that’s why parents and all the older people (adult) should teach the
teenage how to think smart to filter all of those things for a better life.
A wise man ever said “we can’t make their decisions for them, but we can give them the right
tools they need to make right decisions.”
It means there’s nothing we can decide for the others, all we can do just give
them a right thing as tools for them to decide something right for their own.
How do effective teens make their choices?
They base them on principle and values.
The teenage usually thing and decide based on these two things, so they need to
looking for what is the right principles and values and all of that will be find in
our self
What is habit?
Habits are patterns of behavior composed of three overlapping components:
1. Knowledge
2. Desire
3. Skill
The hardest thing to get is desire because it can’t be learned like knowledge and
skill but we have to be finding it in our self. And when we already find it then it
means we already have a purpose, have a motivation in our life.
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What is an effective teens?
1. Are they reactive or proactive?
We should know when the time for us to become reactive or be proactive to
something or in face a problem.
2. Do they know where are they going?
We should know where we will go, in a life we should have a destination where
will we go.
3. Do they prioritize the thing they have to do?
Learn how to make a time manager, we should understand what is the most
important and the first thing that we should do.
4. Do they see life as a competition?
Treat life as a competition so we’ll do our best to win our own life and get the
best thing for our own.
5. Do they talk first and then pretend to listen or listen actively?
We should learn to listen the other person first then we can talk. It shows to the
other that we can respect them.
6. Do they cooperate with others or do they think they are better off doing everything
by them self?
We have to become a cooperative person that can work together and fusion with
the other.
7. Are they so busy with life that they don’t have time to:
a. Spend quality time with family and friends
b. To do their homework
c. Read good books
d. Exercise
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What other people say
and do
Parents
CIRCLE OF NO CONTROL
Birthplace
Weather Choices & Responses
Ourselves
e. Take time for nature or other inspiration things
For answer it all we need it have a prioritize, with that we can make our time
manager and won’t spend our time just for some useless thing that we think it’s
important.
There are 7 habits that can make us to create our self to become an effective teenage, they are:
1. Be Proactive
This is the first thing that will be needed to do if we want to be an effective
teenage. This is how the teenage take responsibility for everything that he already
decide for his own self so that he won’t blame anybody for every risk, feeling, or
anything that happened to him.
Example: the simple thing is when a teenage has to choose between 2 kind of
food the A and B. and then the teenage decide to choose the B food, after that the
food isn’t taste really good and he feel disappointed. Then as a proactive teenage
he doesn’t blame anybody else for what he already chooses and take it as a
wrong decision of his own.
2. Begin With The End In Mind
To beginning the journey, the teens have to know what they will become in the
end of their life so that he can find the purpose of his life, what goals he will
reach and where his destination is. So if teens have it, he won’t waste his time to
do something useless that he doesn’t need to do.
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CIRCLE OF CONTROL
Attitudes
Example: A boy has a purpose to saving the other live from cancer as many as he
can. So with that purpose he can decide what he will do in his live to reach those
goals, to saving the other person’s live.
3. Put First Things First
It means the teens have to learn how to make scale priority, so that he can knows
which one is the most important things and he’ll do it first. Putting first things
first also means learning to overcome fears and being strong during difficult
times.
Example: The boy that has purpose to saving the other person live from cancer
realized that to do it he need to be a specialist doctor. And for reach it he makes
his scale priority and the number one of his scale priority is STUDY. It means the
most important things to do now is study and study after that he may do the other
things bellow the first number.
4. Think Win-Win
In here the teens should learn how to create think win-win situation in a group.
So if what we do something together and get win it means we did it together and
win together.
There are 5 dimensions if think win-win:
a. Character
Integrity
Maturity
Abundance mentality
b. Relationships
From transactional to transformational
c. Agreements
What needs to be done – not how
d. Processes
Third alternative
e. Supporting systems
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Example: The boy that wants to be a specialist doctor has to face his practicum
test and in his practicum he had to work together with another person. One day
they have to take care of a patient and for do it they have to understand one to
another, so they can create the way out together. After they did it, it means they
win together cause they work together to recover that woman.
5. Seek First to Understand Then To Be Understood
In this life sometime we just to egoist and want everybody to understand us. But
an affective teen should understand the other first and after that the other person
can understood us.
Example: When that boys already become a doctor he get a problem and he want
to fix it, he meet with the other and try to discuss it. During the discussion, that
boy need to be patient and understand the other person’s ways and mind set so
that when he give his argument and explain his mindset the other will be try to
understood him to.
6. Synergize
Trough this habit teens learn to decrease their egoism, in social life or in team
work there isn’t your way or my way but it is about how to combine our mindset
together to create the new way out, a better plan that will gave better result. And
trough this habit teenage learned to be better in appreciate the others too.
Example: When teens face a problem in the group, first thing to do is change our
mindset into open minded after that press our egoism. In discussing the way out
there are not “do it your way?” or “do it my way?” and then fight for see who’s
the winner but that should be “do it in our way”, so we should understand one to
another and create a new way for the best way out.
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7. Sharpen The Saw
In these live teens should regularly renewing and strengthening what deep inside
so she can be better and better in do anything and can keep his personality sharp.
Teens have to sharpen their life-body, brain, heart, and soul.
Example: One of personality that can be sharpen is talent. An effective teens
should realized what is their talents and after that how to make it better? How to
increasing the ability? And after teens do it, it means they already do one of
sharpen the saw.
Paradigm: the way you see something, your point of view, frame of reference, or belief.
This can’t be used for something that already patent or have a rule but it’ll be use for see
something or see a problem and seek the way out.
To develop it someone will be need a SKILL
When we make a paradigm shift we can see, think, feel, and behave differently.
Become different or change isn’t look at who we are or what our dignity is but what will
happen if we didn’t change our self.
It’s better for us if we change our self first before something (a condition) come and
pushing us to change.
Principles are natural law that can’t be broken. Paradigm can’t be wrong but we still need
to listen to the other and see the other point of view to see are we right or wrong.. Cause
no one can judge our paradigm except our own self.
If we want to be success in making a relationship, we have to learned to see from other
person’s point of view and we need to think like that person way. That’s all will be needed
to understand further.
The different between personal and relationship
Personal: How do you feel about yourself? (Amount of trust and confidence in yourself)
Relationship: How do you feel about others? (Amount of trust and confidence you have
in each of your relationship)
Emotional in our self just like a bank account, you can deposit it or you can with draw it.
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Personal bank account deposits:
1. Keep promises to yourself
2. Do small acts of kindness
3. Be gentle with yourself
4. Be honest in all your dealings
5. Enhance your talents
6. Take care of yourself
7. Think positively and use positive self-talk
Personal bank account withdrawals:
1. Break promises to yourself
2. Isolate yourself
3. Put yourself down
4. Think negatively and use negative self-talk
5. Be dishonest with yourself
6. Neglect your talents
7. Wear yourself out
8. Expect yourself to be perfect
Relationship bank account deposit:
1. Keep promises to others
2. Do small acts of kindness
3. Be loyal to those not present
4. Listen actively
5. Say you are sorry
6. Set clear expectations
7. Allow others to be different
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Relationship bank withdrawals:
1. Break promises
2. Keep to yourself
3. Gossip and break confidences
4. Do not listen
5. Be arrogant
6. Set false expectations
So as a good person and as an effective teenage it’s better for us to do the deposit in
personal and relationship bank account in our social life, and for do it we have to start
from the personality first, how to change our mindset and set it into a good one and do all
the things like what already written. After we already successes to change our personal
and do personal deposit then we can start to implementation it into our social life and it’ll
automatically create relationship bank deposit.
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III. Communication
Communication is an activity that had a purpose to give a message or information about what’s in
your mind,feeling,etc.
The elements of communication:
a. The core or the information
b. Media (that use to give or receive the information)
c. Feedback
d. Distortion / bothering
There are 4 fields of communication, they are:
a. Mass Communication
b. Interpersonal / Intercultural communication
c. Politic communication
d. Business Communication
Mass communication
o It’s a communication that does by one person to plural receiver, just like convergence
peers or some kind like that.
Interpersonal / intercultural communication
o If we do interpersonal communication it means automatically we already do intercultural
communication, because every person has their own culture.
o What should be look or need to be pay attention when do the intercultural
communication?
- Gender
- Culture
- Religion
- Education
- Age
- Social Status
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Organization (business) communication is:
o The lifeblood of the organization
It have to be done like blood in our body, it means we have to do it systematically.
o The glue that binds the organization
In a group or in a company it’ll be better if all the group members stay together and
become one, so they’ll work together to reach their purpose. And one of the ways to
do it is trough the business communication so that all the members can talk to each
other, understand their group or company purpose and do it together.
o The oil that smoothes the organization function
Just like oil in the car machine that minimize the friction so it how the work of
business communication in the group. Business communication minimizes the
problem that happened between two or more people so that won’t be fighting each
other or etc but it’ll create integrity.
The success of manager depends, primarily, on their ability to communicate to all the people for
whom who responsible, first what the need to do and second the importance of doing it.
The basic purpose of message:
a. To Inform
b. To request and persuade
c. To build good will
*most of the messages have multiple purposes.
Communication tips
Words: This is about what you say (word choice, phrasing, and filler words). It’s
about 9% of message in communication.
Voice: This is about the way you say it (tone, volume, pitch, speed). It’s about
41% of message in communication.
Body: This is about how you look when saying it (eye contact, posture, gestures,
proximity, facial expression). It’s about 50% of message in communication.
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IV. Sales
IV.I. Generally
§ Sales Money
For do it we don’t need to shy, stay away from many negative things, see something trough the
positive side, focus, optimism, and persistence.
§ Sales technique how to create our mindset for change our self to become good sales and those
changes include change you to become better. How you do something unique so that the costumer
will see your differences and then you will have bigger opportunity to get the prospect.
§ Reject is a usual thing that will happen to a sales person, but don’t take it as a problem but take it a
challenge to make you better. Hang on and stay focus, just take all the risk and face the
commitment from what we already decided. Open our self to the out world and you’ll see a
chance.
§ The different between Dreamer (pemimpi) and Leader (pemimpin)
Dreamer is someone that can’t do anything besides dreaming but Leader is a dreamer that dares
to make that dream become true.
For reach it we will be need BREAKTROUGH THINKING like “what will we do?”, “do we dare
to do it?”, “what already we done for reach it?”
Open mind, motivation, dare, and spirit. These are some things that we’ll need to do. We have to
wake up from our relax area and be success, we’ll also need teamwork too.
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§ What can we do to make the costumer trust to what are you give to them? Confidence
Start from do it! And after that develop the knowledge from the other, get the other experiences
and knowledge to make us better.
To getting closer to the person or getting closer to a group we have to understand and do
something like what they usually do. And the other way to make us can be easily to getting closer
to the other, we have to be smart to understand and know that person characteristic.
§ Key of success => Mindset
Knowledge : about the product and the process
Ability : to make strategy, communication, and negotiation
Attitude : have purpose, positive thinking, and enthusiast
IV.II. Personality Plus
Personality plus is using to know what’s our characters using colors. We can use it too for give
our point to the other when we meet our buyer or client or the other, we can identify what color
they are and after that we can handle that person.
It’s talking about colors theory in person’s personality.
There are 4 colors, they are:
Yellow (Sanguine)
Red (Choleric)
Blue (Melancholy)
Green (Phlegmatic)
Each color have their own characters in positive and negative side:
Yellow (Sanguine) Quick Hoppers
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Red (Choleric) Fast Learners
Blue (Melancholy) Slow Integrators
Green (Phlegmatic) Easy Goers
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It is how the four colors in handle or do something in their own way:
So we can conclude for each characteristic that:
1. Powerful Choleric – These people are direct, firm, ambitious, and no nonsense.
2. Popular Sanguine – think bubbly, talkative, sociable, charismatic, and FUN
3. Peaceful Phlegmatic – These people are thoughtful, calm, relaxed, and peacemakers.
4. Perfect Melancholy – People with this personality are detail minded, introverted, often
artistic, and deep thinkers.
IV.III. Mind Mapping
Ж Mind mapping is how you manage your brain, your mindset. Everybody surely have their own
purpose in this life, and for reach it we should think about what we will do to get it. And with
mapping, it’ll helps us to create our own way and make everything clear to be done.
Ж Mapping our brain just like put first things first. Mapping what should we do from the beginning
till the end in our purpose. Our mind work is from the middle (center), not from the top or
bottom.
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Ж A normal good mind should be like a computer
Write firstsave it in our brainand then when we’ll need it, we can use it.
Ж If we can do it, then we can find 12 point of smart sales. More lines that you can create in your
mind (plans), it means more creative you are and that is the key!
Ж This is the example of mind mapping, starting from a simple purpose “How to get happiness?”
And from this mind mapping we can get that for get happiness it has to be started from our own
self, from our mindset. And after it we can do anything we like or get your happiness from people
around us.
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IV.IV. Sales Dogs
Sales dogs will be use for knowing our self, what sales type are we and after we find out what
type are we then we can increase our ability and train our self to be better in sales.
There are 5 kinds of sales dogs, they are:
1. Pit Bull, the characteristic are:
a. The most aggressive sales person
b. Will attack anything that have “prospect smell”
c. Always attack malignantly, aggressive, and persistent so will make the other give
their respect and fear
d. Never let go the client after the first bite
e. Don’t need first quality meet just let them in the market and they’ll produce
something.
f. Have to build strong control weak in strategy and tactics
g. Don’t release them in cocktail party but you can send them in bar (night world)
h. Their successes came from their amazing strength and brave.
i. Sale more than the other type.
j. Closing the sales and handle the objection are the breakfast for the champion
k. Training is the key.
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2. Golden Retriever, their characteristic are:
a. This type is the favorite of all the people
b. With glassy eyes and long hair flowing, they will do anything for the person that
takes care of them.
c. They are the sales person that sit up with full of attention and big smile that wait
the next order from their prospect
d. Take their prospect heart with chasing anything that thrown by their prospect
Costumer Service is everything
e. They feel horrible with “search and destroy” strategy of Pit Bull
f. Always turn on their phone with full battery 24 hours in a day even they have
some reserve full battery.
3. Poodle, their characteristic are:
a. Very smart, although somewhat shaking, and really realize that they have to “look
great”
b. Grow in world of sparkling and classy
c. Use Italian tuxedo, black sparkling shoes
d. Have some really good connection and maybe have the best connections and
exclusive than the other type
e. Usually meet between clinking wine glasses, seducing with comments and not
interesting joke
f. Like to talk with a group and be the center
g. The latest trends, the latest equipment and the most festive party are the life style
of poodle
h. This is the best sales dog
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4. Chihuahua, their characteristic are:
a. Very clever technical experts and maybe this is the greatest type than the other
type of sales dogs.
b. Often appeared tense and not a good charmer
c. Energic, its knowledge about product and their comprehension about the process
are unbeatable.
d. While the other dogs fall asleep, this type surfing from one site to another site
e. Need mental training
f. While Pit Bull maybe do the first contact, and poodle will do a great presentation,
it’s absolute for this type for show the prove
g. They are very smart, but because of often working late and a lot of coffee, they can
become very emotional
5. Basset Hound, their characteristic are:
a. You can cursed and expelled this dog, but it’ll just see and accept it
b. This sales dog looks not classy and rarely exudes passion or great confidence
c. If they sale something, sometimes pleaded genetically designed to touch the
sympathy
d. Their tenacity only can be beat by Pit Bull and their persistence become their
characteristic
e. Never deterred by rejection, telephones were not answered. There is no turning
back for this type, their ability to pressure, harass, cajole or beg already became
their legend.
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f. Never expect that Poodle will become friend with this type poodle will felt
disturbed
g. Highly recognized for the slightest trace odor, track transactions and to win the
heart of another person while others don’t.
The Tips: Pit Bull dog cold call, Retriever do visit costumer services. Chihuahua did the market
research, meanwhile the Poodle persuade the main prospect. And the Basset Hound try hard to
strengthening the network with the biggest prospect.
Chihuahua learned how to make dynamic presentations, Retriever learned how to do cold call,
and Pit Bull learn to be patient and listen more.
Every type has to learn to stabilize their strength with some characters from the other sales dogs.
Poodle and Pit Bull can learn more from Retriever in understand the importance of relationship
after sales for long term sales.
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DAFTAR PUSTAKA
Every material that I used to wrote in this pepper are came from my note and all the material from my Excellent Service and Sales Technique lecture Mr. Alfa maulana, Mba. Include all the slides and his explanation in college class.
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