Selling LAP 130 Customer Service in Selling Go Beyond the Sale.

Slides:

Advertisements

Similar presentations

Decisions, Decisions, Decisions

Advertisements

Pricing LAP 4 Explain break-even point. Calculate break-even point for a business operation. (Calculating Break-Even)

The Nature of Promotion

Marketing-Information Management LAP 12 Data Do It Need for Marketing Data.

Marketing 1.02B Explain the role of customer service as a component of selling relationships.

LAP: QS-030 Objectives Discuss the nature of financial needs and goals. Describe the benefits of saving and investing.

Product/Service Management LAP 11 Techniques for Generating Product Ideas.

LAP: QS-037 Reading Stock Tables Objectives Define the common headings on a stock table. Interpret the information on a stock table. Demonstrate how.

Product/Service Management LAP 8 Raise the Bar Grades and Standards.

Economics LAP 11 Supply and Demand Explain the nature of supply and demand. Explain factors that affect supply and demand.

LAP: QS-035 Objectives Discuss reasons individuals choose to invest in mutual funds. Explain how to buy/sell mutual funds. Mutual Funds.

Marketing-Information Management LAP 9 Explain the importance of market identification. Objectives: Discuss ways that a market can be segmented.

Nature of Marketing Strategies

Customer Relations LAP 1 Nature of Customer Relations.

Set Your Sales The Selling Process Selling LAP 126.

The Nature and Scope of Selling

Market Identification

Nature of Product Branding

LAP: QS-048 Considerations in Selecting a Securities Sales Agent.

LAP: QS-043 Objectives Explain how financial ratios are used. Demonstrate how to interpret profitability ratios.

Use It Economics LAP 13.

LAP: QS-047 How Securities Are Traded Objectives Describe types of securities trades. Describe the process of securities trading.

Have It Your Way Nature of Marketing Marketing LAP 4.

Promotion LAP 4 Need screen-cap when cover is approved Types of Promotion.

LAP: QS-031 Objectives Describe the importance of financial planning. Demonstrate a process for setting financial goals.

LAP: QS-009 Objectives Describe the steps for preparing an oral presentation. Demonstrate oral presentation skills.

Work the Big Six Marketing Functions Marketing LAP 1.

Selling: 2.01 ACQUIRING A FOUNDATIONAL KNOWLEDGE OF SELLING TO UNDERSTAND ITS NATURE AND SCOPE.

LAP: QS-048 Considerations in Selecting a Securities Sales Agent.

What’s the Motive? Buying Motives Selling LAP 109.

Marketing-Information Management LAP 13 Marketing-Research Problems.

Promotion LAP 19 Play to the Fans Building Fan Support.

Money Matters Role of Finance A

LAP: QS-005 Objectives Describe what it takes to be creative.Apply the process of creative thinking.

LAP: QS-041 Investment Selection Factors Objectives Describe factors in selecting investments. Discuss the effect of personal factors in selecting investments.

Finance LAP 7 A Describe the role of finance and accounting in a business organization. Role of Finance and Accounting Money Matters.

Finance LAP 7 A B Describe the role of finance in a business organization. Discuss capital investment decisions and working capital management. Role of.

LAP 20 Economics LAP 20 Describe the types of businesses that operate in our society. Explain how business serves society. Business and Society.

Make the Honor Role (Acting Responsibly) Emotional Intelligence LAP 21.

Financial Analysis LAP 2 Credit and Its Importance Give Credit Where Credit Is Due.

Economics LAP 4 Beyond US Global Trade. Objectives Explain why global trade is needed. Describe issues in global trade.

Economics LAP 19 Business Activities Strictly Business.

(Emotional Intelligence) EQ and You Emotional Intelligence LAP 6.

Emotional Intelligence LAP 17 Assessing Personal Strengths and Weaknesses Assess for Success.

Product/Service Management LAP 4 Promises, Promises Warranties and Guarantees.

Have It Your Way Nature of Marketing Marketing LAP 4.

Have It Your Way Nature of Marketing Marketing LAP 4.

Professional Development LAP 15

Show Me the Money Nature of Accounting Financial Analysis LAP 5.

Channels of Distribution Channel Management LAP 3

Listen Up LAP: QS-001.

Emotional Intelligence

Nature of Customer Relations Customer Relations LAP 1

Licensing in Sport/Event Marketing Product/Service Management

(Nature of Sport Marketing)

Feature-Benefit Selling

Have It Your Way Nature of Marketing Marketing LAP 4.

Marketing-Information Management LAP 9

Strictly Business Business Activities Economics LAP 19.

Decision Making in Business Professional Development LAP 10

Act Now! Describe types of company goals.

The Nature of Promotion

Keep Them Loyal Selling LAP 115.

When More Is Less Functions of Prices Economics LAP 12.

Nature of Marketing Strategies

The Nature of Promotion

Show Me the Money Nature of Accounting Financial Analysis LAP 5.

Emotional Intelligence LAP 25

Presentation transcript:

Selling LAP 130 Customer Service in Selling Go Beyond the Sale

Selling LAP 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

A Explain how customer service facilitates sales relationships.

 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

Identify opportunities to use customer service in facilitating sales relationships. B

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.

Pre-Sale Customer Service  Providing ample product information  Making promises that can be kept

 Order processing  Shipping and delivery  Installation  Warranty issues Post-Sale Customer Service

 Maintenance and repair  Credit / Financing  Technical assistance and support  Customer training Post-Sale Customer Service

 Solicit feedback.  Keep in touch.  Be prompt.  Have a good attitude. Keys to Customer Service

 A big purchase you’d like to make  How could a salesperson help?

 Sales contest Lee wants to win  Not sure about shipping  What should he do?

Acknowledgments Original Developers: Kerry Winfrey and Lelia Ventling, MBA Research Version 2.0 Copyright © 2014 MBA Research and Curriculum Center Acknowledgments Original Developers: Kerry Winfrey and Lelia Ventling, MBA Research Version 2.0 Copyright © 2014 MBA Research and Curriculum Center

Digital-based photography sources: ThinkStock Photography Various images used in this presentation are ©2013 Thinkstockphotos. All rights reserved

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.