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Transcript

Satisfy Complex Customer Needs

Damodar

Naga

Meeting Customer Needs

  • Common Aspects

  • Good working Relationships

  • Advantages of Good working relationships
  • Good vs Bad Sales Person

Common Aspects

Services You Offer:

  • Offering free after sales service
  • Providing a cheap alternative after sales service

Warranties:

  • Offering longer warranty period
  • Providing Warranty on parts

Product Quality:

  • Always sell the best quality products
  • For bad quality products we may even we taken to Department of Fair Trading

Good working Relationship

Good Working Relationships

  • A good working relationship with customers leads the business to success.

  • One sales person should deal with same customer each time.

  • Offer discounts to regular customers, and also offering special discounts to new and old customers.

Advantages of Good Working Relationships

Advantages

  • Loyal customers

  • Repeat Business

  • Referrals

  • Ongoing Sales

  • Regular Income Stream

Good SalesPerson vs Bad SalesPerson

YOUTUBE REF:

https://www.youtube.com/watch?v=PkD10vMAvr4

Good

vs

Bad

Customer Service & Needs

Customer Service and Needs

  • Purchase of products

  • level of service

  • Wow Factor

  • Customer Expectations

  • Spoken and Unspoken needs

Purchase of Products

  • There will be different reasons for a customer to purchase products

  • The following reasons why customer opts your product or service

  • Necessity to make life easier
  • A legislation or personal requirements
  • Need for organizational goal achievement
  • A want for ego related purposes

Level of service

  • Organization should determine why customer is dealing with us.

  • Organization should understand needs of the customer

  • Organization should strive to exceed customer expectation with your level of service

Wow Factor

WOw Factor

A customer should be impressed all the times. There are a few of WoW Factors

  • Remembering a Customers name
  • Fast delivery
  • Discounts
  • Free Gifts
  • Added bonus for purchasing from you
  • Return calls ASAP

Customer Expectations

Customers expect the following from the products and services

  • Assurance
  • Reliability
  • Courtesy
  • Empathy
  • Accessibility of Products
  • Efficient service

Customer Expectations

Spoken and Unspoken needs

  • Spoken needs are the general statements such as speaking to a sales person regarding there needs of requirements
  • Eg: A new car, A new Printer etc
  • Unspoken needs that are expected by a customer from a sales person
  • Eg: Free Service, Affordable Budget, Quality product

Determining Customer Needs

  • Check for feedback

  • Responding to customer problems

  • Steps to sort out a problem or issue

Determining

Customer

Needs

Check for feedback

  • Ask Feedback via service and questionnaires
  • Spending time on the front line to get first hand responses from customers
  • Discussing the feedback during staff meetings

Responding to Customer Problems

Responding to customer problems

  • Quickly respond to the customer issues and complies
  • Feedback provided by customers will help the organization to improve the level of service
  • It always good to increase customer service and it will reduce duration of issues

Steps to sort out a problem or issue

Steps to sort out a problem or issue

  • Ask them to explain what the problem is

  • Ask them how they want to see the situation resolved

  • Always be specific in your communication while speaking to them

  • Take the feedback after resolving their issue.

Thank you

Thank you

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