Village Level Entrepreneur – Mobile Shop

Telecom Industry in India India is the world’s second largest telecom market, after China, with over 898 million subscribers. India has one of the lowest call tariffs in the world. The telecom industry in India has grown twenty times in just 10 years. India as a telecommunication network is the second largest in the world based on the total number of telephone users. India has the world’s third largest internet user base with over 137 million users. Total revenue of the Indian telecom sector grew by 7% in 2012.

DOT The Department of telecommunications (Government of India) is the main governing body for the industry. TRAI Telephone Regulatory Authority of India (TRAI) assists the Government of India (GOI) to take timely decisions and introduce new technologies in the country.

Grooming and Hygiene

Self – Grooming – Do’s Perfumed hair oil Paan/ Tobacco Clean hands and nails Short combed hair/ shaved Perfumed hair oil Paan/ Tobacco

Customer Handling

Importance of Customers The objective is to fulfill the needs of a customer, hence customer satisfaction plays a vital role in any business. Customers helps in meeting business objective Customers are a source of revenue generation for the business

What is Service? Helping Assisting Giving Advice Problem Solving Providing Expertise Giving Pleasure or Delight Following up an earlier action Helping others in achieving results If you don’t service your customers, someone else will.

Steps in Selling Listen to customers Clarify doubts Handle objections Summarize conversation Present the product Demonstrate the product Handle objections Close the sale

Upselling Cross-selling Up-selling is the action whereby a seller induces the customer to purchase more expensive items, upgrades or other add-ons in an attempt to make a more profitable sale. Cross-selling Cross selling is the action or practice of selling an additional product or service among or between existing customer, established clients, markets, traders, etc.

Types Of Customers Angry Customer Demanding Customer Passive Customer

1. The Angry Customer Customer Characteristics Customer who is immensely dissatisfied regarding product or service Usually vents his feeling in a loud manner Also usually includes other smaller issues How to handle such customers Let the customer finish talking. Don’t interrupt Use the pressure cooker method Be firm and polite else they may not be happy

2. The Demanding Customer Customer Characteristics The customer who wants more than you can offer They are not easily satisfied How to handle such customers Be firm yet polite Be professional Avoid being too docile but not rude

3. The Passive Customer Customer Characteristics The Customer who listens to you Is quite meek and extra polite Will sound apologetic when complaining How to handle such customers Listen carefully what they have to say Sound professional and don’t brush them aside Gain their confidence Remember to say “Thank You”

Think… When you give bad service to your Customer, you give birth to an Angry Customer…. This slide is used for role reversal purpose where the CSC is no more the Irate customer but the service provider who is responsible for making a customer happy or angry

How to handle Irate Customers? The customer can be very angry due to : Inconvenience caused No action taken A P R O C H H E A T SOLUTION

Dealing with an Irate Customer H – Hear Them Out E – Empathize A – Apologize T – Take responsibility for Action

Hear Them Out Goal is to understand the speakers feelings, needs and wants in order to help solve a problem Listen attentively Don’t interrupt while the customer is venting his anger Demonstrate active listening to his/her complaint Isolate the core and associated problem through paraphrasing

Empathize Put yourself in the customer’s shoes and feel the pain Try and experience what the customer is experiencing Identify the customers problems, understand their situation, feelings and motives behind the anger Use of phrases like: “I understand…,”

Apologize Acknowledge a problem or inconvenience Apologize for the inconvenience caused Do not pass on the blame Apologize genuinely “I apologize…,”

Take Responsibility for Action Inform course of action Talk to the backend and sort out the problem Follow – up Take feedback on satisfaction with resolution Create a Win-Win Situation

While Resolving… Be pleasant Be courteous Be helpful a warm smile can win a customer Be courteous show respect to the customer and he will respect you Be helpful the customer should feel you are there to help them and not an obstacle

Thank You