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LUX INTERNATIONAL
Present by: Dóra Zelenák
Barbara Rácz
Rolland Illés
Wan Ariel
Tran Duc Trung
Almert Mert Karacan
Marc Antoine Mouillet
CONTENTS
INTRODUCTION PRODUCTS LEADERSHIP VISION, MISSION, STRATEGY CUSTOMERS ORIENTATION IN STRATEGY THEIR CUSTOMER SERVICE OFFERS RECRUITMENT THE PROCESS OF RECRUITMENT MOTIVATION DEALING WITH CUSTOMERS CUSTOMERS’ EXPECTATIONS DIRECT COMMUNICATION
INTRODUCTION
Lux International is a Family owned company with operations around the world based in Switzerland found by Axel Wenner-Gren.
Lux operates since over 100 years under its principal brand Lux.
Lux International is a successful operation together with partner companies from the Lux Partnership Alliance, Eureka Forbes India, AMC Cookware South Africa, Aerus US and Forbes Lux Group Switzerland
32 national sales organizations
1000 sales offices
17000 mostly full time sales consultants in
Europe, India, Africa and Latin America
1700 employees
600m $ turnover
In 2007, Lux International has formed a joint
venture company with Eureka Forbes India, the
country’s largest direct sales company. Eureka
Forbes is the undisputed market leader in India
in the sale of vacuum cleaners and water
purifier
PRODUCTS
Bright home line Pure Air Line Pure Water Line Fresh Food Line Professional Line
LEADERSHIP
there is one headquarter of each region.
local directors: financial, administrative tasks
local regional director: selling tasks
VISION, MISSION, STRATEGY
Vision: to be the world’s No. 1 direct sales company for premium healthy home products.
Mission: To fulfill the dreams and goals of their Lux partners around the world.
Core of strategy: The personal contact between our Lux partners and our Lux customers
CUSTOMERS ORIENTATION IN STRATEGY
they create superior value for their
customers by ensuring life-time direct service
through a personalized fulfillment of service
requirements
this includes home service subscription
concepts
customer friendly home based ordering
facilities
free-of-charge service home visits
customer service: Providing quality service to
our customers has a strong tradition
THEIR CUSTOMER SERVICE OFFERS
Home delivery service
” call us at the local customer service telephone
number and we will send the consumable to your
home or working place”
Local service hotline
Local repair service centre
Tailor-made service contracts
Clear systematization of products which
recommended by experts
Tips for healthy living
RECRUITMENT
Sales consultant shouldhave good communication skillbe courtlybe motivatedbe self-confidentbe independentbe trustworthyhave good appearancehave experience in the same field of workhave an own carhave aptitude
in order to the Lux hire him
THE PROCESS OF RECRUITMENT
throught the Internet applicants should upload their CV they advertise new jobs once a month ( but in
Debrecen twice a month because the low fluctuation)
then CV is selected selection process comes in the first round, they have a personal interview
with the local regional leader a 5 days long training („field week”) lux has got a 5 steps training system
MOTIVATION
„agent comission system”
Comission is calculated on the number of the sold
products
Commissions are intended to create a strong
incentive
the better they perform the higher salary they get
the upper limit of the commission is infinite
the aim of it can be to encourage the workers to
reach that kind of performance, which can't be
expressed by the basic salary
DEALING WITH CUSTOMERS their slogan is
”Providing quality service to our customers”
it is a direct selling company the customer service is provided in a specific form
personal connection personal impression is emphasized at the first place of their corporate philosophy is
to provide the best service to their customers and fulfill the most of their expectations
they try to target the high-touch customers their aim is to cultivate a lasting and beneficial
connection with customers
CUSTOMERS’ EXPECTATIONS
availability
accessibility
accountability
flexible working hours
they can fulfill these expectation
they promote their products in that time and at
that place where the customers are required it
customer retention is really important
the company provide relaxed, direct atmosphere
customer satisfaction is also measured directly
DIRECT COMMUNICATION
listening talking the non-verbal communication
Sales consultant should realize what customers’ facial expression say about the information that they’re just listening
According to the customers’ facial expression the sales consultant may change the way of their ”presentation”
consultant have to deal with challenging customers dealing with those customers who
is noncommunicative have ”poker face” have difficulty in making decisions imply that they are doing you and your company
a big favor for doing business can be a challenging
THANK YOU FOR YOUR ATTENTION!
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