 Marketing The Positive Relationships of Selling

Successful Selling  Learn the FEATURES unique to the brand you sell  Provides ample product information  Is a pre-sale opportunity to provide excellent customer service  Maintain good relationships with existing customers  Live up to your promise  Do what you say, say what you do

Successful Selling  Forgo a sale in order to satisfy customers’ needs  Allows for more business in the long run  Effective follow-up techniques  Call to make sure the product is satisfactory  Selling to satisfy customers’ needs or desires ensures repeat business  Adds “ Utility ”  Products are transferred to consumers who can use the product

Customer Service  Contributions toward excellent customer service:  Make sure the mistake is corrected (EG: An irate customer)  Devote your full attention to the customer  Conduct surveys through customers AND employees to improve levels of service

Communication  Reinforcement of Service Orientation  Builds positive relationships with customers  Make sure you clearly understand customer inquiries  Repeat the customer’s question for full understanding  Adapt your communication style to appeal to all cultures  Show patience, flexibility, and empathy  Failure to adapt communication styles may offend the client!

Information (MIM)  What do most customer service reps ask when you call for assistance?  What number may I reach you at in the case we get disconnected?  When would it be most convenient to call you back?

Selling Policies  Nature of the business may affect selection of policies to guide its operations  You should ALWAYS follow business’s selling policies, regardless of if you are dealing with a customer who wants to return an unsatisfactory item  PURPOSE  Making sure business actions are consistent  Protects company from offending clients  International cultures

Selling Policies (cont’d)  You can enforce a firm’s selling policy with reasonable firmness  Customers are buying with the understanding of policies already in writing.  BACK TO SELLING…Expense Reimbursement  Helps to control company expenses (EG: Taking a client out for lunch or dinner

Internal Factors of Selling  Financial resources drives the INTERNAL factors  Can a company afford to take a loss without asking for receipts?  Do your research!  If you don’t understand business’s selling policies, you cannot enforce business policies

Selling Activity: Vantage Point  Scenario : You are a customer who paid for a good or service in good faith, but did not receive what you paid for. Upon returning to the store, you speak with an employee to request the good or service to be rectified.  Based on your “Vantage Point,” or “assignment,” create a video that outlines and rectifies the problem (refund, exchange, credit, etc.).  VANTAGE POINT ASSIGNMENTS : Customer, Sales Person, Manager, Co-Worker, fellow customer.  (Each group will create a video based on their “Vantage Point,” and how it is perceived by persons involved.