Upload
bethany-cummings
View
221
Download
1
Tags:
Embed Size (px)
Citation preview
SellingLAP 130
A
B
Explain how customer service facilitates sales relationships.
Identify opportunities to use customer service in facilitating
sales relationships.
Customer Service in Selling
Go Beyond the Sale
Trey’s customer service experiment
Customer service = key component of selling relationship
Why Learn About Customer Service
in Selling?
A process, not a function
A relationship, not a department
An attitude, set of skills, style of work
Enhances/Facilitates customer’s use of good or service
Customer Service in Selling
Customer Service and Competition
Price and quality are easily matched.
Customer service is where the real competition begins.
Customer Service Expectations
Unique customers, unique expectations
Expectations based on:
• Past experience
•Word-of-mouth
•Advertising
• Individual needs
Benefits of Customer Service
Building profits through
• Partnerships with current customers
• Generating new customers
Pre-Sale Customer Service
Suggestion selling
Example:
When talking with a customer about a particular guitar, you might suggest a strap to go along with it.
Maintenance and repair
Credit / Financing
Technical assistance and support
Customer training
Post-Sale Customer Service
Acknowledgments
Original Developers:
Kerry Winfrey andLelia Ventling, MBAResearch
Version 2.0
Copyright © 2014MBA Research and Curriculum Center
Acknowledgments
Original Developers:
Kerry Winfrey andLelia Ventling, MBAResearch
Version 2.0
Copyright © 2014MBA Research and Curriculum Center
Digital-based photography sources:
ThinkStock Photography
Various images used in this presentation are ©2013 Thinkstockphotos. All rights reserved www.thinkstockphotos.com
Copyright:All photographic digital images on this CD are owned by the aforementioned photographic resources or their licensors and are protected by the United States copyright laws, international treaty provisions, and applicable laws. No title to or intellectual property rights to the images on this CD are transferred to you. These sources retain all rights and are not to be used, digitally copied, transferred, or manipulated in any way. To do so is a violation of federal copyright laws.