Personal selling and customer service. Positive opening

Июль 25, 2022

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Personal selling and customer service. Positive opening

Содержание

2. Selling cycle
3. Structure of the selling cycle Same structure can be followed with modification in any service event
4. Positive opening Goals: Create the positive atmosphere Find the customers mood Create the trust Make initial
5. Creating positive atmosphere Verbal communication Greeting Small and simple thing, yet so often forgotten Private vs.
6. Creating positive atmosphere Non-verbal communication Eye-contact (Genuine) smile Appearance: groomed & smart Note! We talk much
7. Finding the customers mood Verbal and non-verbal communication of the customer Facial expressions, gestures, energy, words
8. Building the trust Adapt to customers mood and energy level Style and rhythm of the speak
9. Initial customer assesment Event approach Routine task: fast, easy, focus on the product, price and availability
10. How to read people? Pay attention to: What is the overall appearance of the customer? What
11. Customer personalities Dominating (vs adaptive) Wants results and control Reacts to presented alternatives, direct answers, strengths
12. Customer personalities Stable (vs thrill-seeking) Wants safety Reacts to assurances of reliability and to personal attention
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Слайд 2

Selling cycle

Слайд 3

Structure of the selling cycle
Same structure can be followed with modification

in any service event
Face-to-face, electronic, sales, product support etc.
Products, services, total solutions
B2B, B2C, governmental sector, non-profit organisations etc.
Structure guides the action
Logical flow of events
Sales person is in control of the situation: focus and direction

Слайд 4

Positive opening
Goals:
Create the positive atmosphere
Find the customers mood
Create the trust
Make initial

customer assesment
? Tuning yourself to the same wavelength with the customer

Слайд 5

Creating positive atmosphere
Verbal communication
Greeting
Small and simple thing, yet so often forgotten
Private

vs. Public:
Birthday, promotion, success of favourite team
Weather, positive news of the day
Reference the earlier customer service event
Data from customer relationship management -systems!

Слайд 6

Creating positive atmosphere
Non-verbal communication
Eye-contact
(Genuine) smile
Appearance: groomed & smart
Note! We talk much

without saying a thing.

Слайд 7

Finding the customers mood
Verbal and non-verbal communication of the customer
Facial expressions,

gestures, energy, words
Mirror neurons!
We have biological grounds for empathy – use it.
How Well Do You Read Other People?
http://greatergood.berkeley.edu/ei_quiz/
Recognizing own emotions and self-reflection is good for rehearsal!

Слайд 8

Building the trust
Adapt to customers mood and energy level
Style and rhythm

of the speak
Using pauses in the speak
Facial expressions
Mimicking gestures
Still be genuine and always honest
Be interested in customer and show that you listen and note customer’s thoughts

Слайд 9

Initial customer assesment
Event approach
Routine task: fast, easy, focus on the

product, price and availability
Need for consulting: more time, lot of questions, alternative / tailored solutions, focus in quality and completeness
Personality of the customer:
Dominating vs. adaptive
Active vs. passive
Stable vs. thrill-seeking
Disciplined vs. spontaneous

Слайд 10

How to read people?
Pay attention to:
What is the overall appearance

of the customer?
What are the posture and physical movements like?
What is the tone of the voice like?
What are the facial expressions like?
And also: TRUST YOUR GUT!

Слайд 11

Customer personalities
Dominating (vs adaptive)
Wants results and control
Reacts to presented alternatives, direct

answers, strengths and weaknesses
Quick decision maker
Interactive (vs passive)
Wants to participate
Reacts to recommendations, reducing efforts and possibilities to discuss
Emotion driven and instinct based decisions

Слайд 12

Customer personalities
Stable (vs thrill-seeking)
Wants safety
Reacts to assurances of reliability and to

personal attention
Decisions after some consideration
Disciplined (vs. spontaneous)
Wants order and precision
Reacts to logical approach, precision and professionalism
Analytical decision making

Personal selling and customer service. Positive opening

Содержание

Selling cycle

Structure of the selling cycleSame structure can be followed with modification

Positive openingGoals:Create the positive atmosphereFind the customers moodCreate the trustMake initial

Creating positive atmosphereVerbal communicationGreetingSmall and simple thing, yet so often forgottenPrivate

Creating positive atmosphereNon-verbal communicationEye-contact(Genuine) smileAppearance: groomed & smartNote! We talk much

Finding the customers moodVerbal and non-verbal communication of the customerFacial expressions,

Building the trustAdapt to customers mood and energy levelStyle and rhythm

Initial customer assesment Event approachRoutine task: fast, easy, focus on the

How to read people?Pay attention to: What is the overall appearance

Customer personalitiesDominating (vs adaptive)Wants results and controlReacts to presented alternatives, direct

Customer personalitiesStable (vs thrill-seeking)Wants safetyReacts to assurances of reliability and to

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