acquire a foundational knowledge of selling to understand its nature and scope. (foundation)
TRANSCRIPT
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Marketing Indicator 2.01Acquire a foundational knowledge of selling to
understand its nature and scope. (foundation)
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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
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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
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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
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Customer Service
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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
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Starbucks Loyalty
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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
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How to Provide Good Customer Service
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King Burger – Customer Service
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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
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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.
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