Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

Marketing Indicator 2.01Acquire a foundational knowledge of selling to

understand its nature and scope. (foundation)

Distinguish between customer service as a process and customer service as a function.Customer Service Mindset – an attitude that

customer satisfaction always comes first

Customer Services – are actions should attract, retain, & build relationships with customers while influencing them to make purchases

Describe how businesses can use customer service to beat their competition.Customer Service can be a Competitive

Advantage over the competitionCompetitive Edge

Poor service is more memorable than good service

Discuss factors that influence customer expectations of customer service.Interaction with ANY employeeCustomer-Friendly Policies

Must be Consistent - payment, returns, damagesTraining

Knowledgeable, experienced, Treatment of Employees

Treat others the way you would want to be treated

Employee ActionsHonest, Ethical

Handling Problems

Customer Service

Explain how customer service facilitates sales relationships.Maintain Relationships

Happy customers will returnIt is more expensive to replace a customer than

it is to maintain oneCreate Loyalty through Rewards

Starbucks Loyalty

Identify pre-sales opportunities for providing customer service that can facilitate sales relationships.

Be aware of who your customer isBe courteous and respectful Be of assistance for customerProvide ample product information

How to Provide Good Customer Service

King Burger – Customer Service

Identify post-sales opportunities when customer service can be provided to facilitate sales relationships. Follow-up

Ensure satisfaction, call, card, emailHandle inquiries and complaints, keep

customers satisfiesAsk for referralsKeeping a client file Evaluate sales efforts

Post Sales Surveys / Comment Cards

The Perfect Salesperson

Using the characteristics of a good salesperson listed in your notes, create the perfect salesperson with the outline given below. Use words, phrases, pictures from magazines, drawings, and color; to add “good characteristics” to your outline.