selling to internal customer
TRANSCRIPT
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THE UNIFIEDAjit Singh - 201096
Amit Sinha - 201100
Neha Vyas - 201115
Ravi Parmar - 201067
Sumeet Sharma - 201088
Yashasvini Paunikar - 201116
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GROUP NO - 3
SELLING TOINTERNAL
CUSTOMER
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Session Outline
Define Customer
Types of Customers
Internal Customer
Importance of Internal Customer
Citation
Role of Selling to Internal Customer
Impact of Internal customer on others
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Who is a CUSTOMER?
In simple terms, a customer is someone who pays forgoods or services.
To enhance our understanding and comprehension
ofcustomer, he/she is:
1) a person who buys, especially on a regular basis;
2) a person with whom one must deal.
At the end of the day customers are the sole provider of
every business, i.e. the revenue stream that pays foreverything else. You can have the best product, the bestaccountant, the best management, and so on, but you havenothing without a revenue stream.
Nothing happens until something is sold.
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Types of Customers
As we now know who is a customer, lets look at thevarious type of customers. The basic distinction ofcustomer is divided in two categories, i.e. Externaland internal customers:
1. External Customer Repeat Customer Bag-of wind Customer Solution Seeker or Clueless Customer Loyal, Discount, Impulse etc.
2. Internal Customer
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Who is an Internal Customer?
An internal customerorinternal service providercan beanyone in the organization.
An internal customer can be a co-worker, another department,
or a distributor who depends upon us to provide products orservices which in turn are utilized to create a deliverable for theexternal customer.
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They support you and make you look good to your externalcustomers.
Like external customer, internal customers don't have muchchoice.
For example, if the sales department doesn't like accounting'scredit policies, they can't fire that department and hire another.
SalesDepartment
AccountingDepartment
OperationDepartment
Interdependent
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Importance of Internal Customer
Greater external customer satisfaction.
Outstanding internal customer service is simplygood business.
Integrated working with different departments.
Well defined and common goals.
Helps in maximization of achievement withminimum inputs.
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Engineers viewed information requests from Customer ServiceRepresentatives as low priority, uninteresting, and annoying.
The cost to the company for one of the incorrect shipment wascalculated approximately $125,000 in wasted labor, materials, andother expenses. In addition, the cost of frustration and delayed
deadlines to the external customer was damaging to thecompany's reputation.
At the end of the above action, engineers understood what theCustomer Service Manager had been selling (through preaching)for years: responding to requests from Customer Service
Representatives is a priority and is good business.
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Identify ways to improve internal and external
customer service
Reduce interdepartmental miscommunication
and conflict
Support the priorities of internal customers
Focus on problems rather than personalities
Handle conflict professionally
Role of Selling to Internal Customer
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Identify internal problems which cost external
customer loyalty
Turn complaints into improvements
Work together to meet organizational goals
Improve workplace productivity and
communication
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Question
?
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ThankWYouW