Satisfy Complex Customer Needs
Damodar
Naga
Meeting Customer Needs
- 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
Good SalesPerson vs Bad SalesPerson
YOUTUBE REF:
https://www.youtube.com/watch?v=PkD10vMAvr4
Good
vs
Bad
Customer Service & Needs
Customer Service and Needs
- 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
- 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.