Working with the Customer!!

Working with the Customer!!
Original Power Point Created by Nancy Williams Modified by Georgia Agricultural Education Curriculum Office June 2002

Landscaping starts with a Sale
Landscaping is a called a service industry. Where the landscape company provides the client with a a well planned design, a professionally installed landscape or maintenance of the clients landscape.

The Sales Process 1st the landscape must persuade the client to purchase the service. Landscape projects begin with the sales process. Sales is the exchange of goods or services a price mutually agreed upon by the parties involved

The Sales Process Who is the best landscape employee in the best position to make a sale? The designer is!!

Five Steps to a landscape Sale
The five steps are : 1st Preparation 2nd The Opening 3rd the Presentation 4th The Closing 5th the Follow -Up

Step 1 Preparation This involves a number of factors before the sale is actually conducted. Many customers learn of the companies from the telephone book, advertisements, newspapers, word of mouth, fliers and by the companies signs.

Step 1 Preparation Cont… Once the contract is made you need to set up an appointment with the customer usually at the customers home. The designer must also be prepared to explain the landscape goods and services available for sale to the customer

Step 1 Preparation Cont.. Other things that the designer must do have is: Develop knowledge of landscape services Prepare a portfolio Secure an appointment Develop a sales strategy

Step 2 The Opening: The opening of a sale is the first meeting of the designer and the customer. The opening of the sale has two primary purposes: 1st is to develop a strong rapport or a relationship or agreement and harmony with the customer

Step 2 The Opening Cont.. The 2nd purpose is to define the needs of the customer through carefully planned questions

Step 2 The Opening Cont.. This meeting is very critical as it provides the first impression of the designer and the company Remember First Impression are lasting impressions.

Step 2 The Opening Cont.. Effective Communicating requires that both individuals participate in exchanging information This gives both parties an opportunity to get to know each other. In this meeting it is helpful to probe the customer of their needs

Step 2 The Opening Cont… Probing is a practice of thoroughly investigating a customer’s wants, needs, and problems. So knowing the needs of the customer allows the salesperson to adjust their sales efforts to address those needs

Step 2 The Opening Cont… Landscape design is very complex Therefore a written family inventory survey is a useful tool in the probing process. The family inventory is a form on which the customer provides information on factors that affect the landscape project

Step 2 The Opening Cont… There are three ways to complete the family inventory 1st it is helpful for the designer to be present 2nd is to have the family compete the survey as the designer is analyzing the site. 3rd is to let the family complete the survey on their own time and then return it to the designer before the design work begins

Step 2 The Opening Cont.. So the steps to take in this area is: Develop a strong rapport Define customer needs Complete family inventory survey

Step 3 The Presentation This is where the designer introduces the services or product that meets the customer’s needs identified earlier in the sales process

Step 3 The Presentation: The presentation should do three things: Introduce the service or product of the landscaper can provide to solve the landscape need Should convince the customer that the plan suggest by the landscape company will work. Should create a desire in the customer to buy goods and services offered by landscape company

Step 3 The Presentation: Supportive materials are extremely useful during the presentation. A portfolio of design work and photos of previous landscape projects can be shown to a customer

Step 3 The Presentation: After viewing the portfolio materials and contracting references, the customer feels more confident in the services they are buying It is very likely that the customer will want to discuss the cost of the project too.

Step 3 The Presentation: So the steps in this area are: Introduce services to satisfy the customer needs Use portfolio to determine quality of work Answer questions about work to be done

Step 4 The Closing: The closing of the landscape sale interview is the agreement between the customer and the designer to begin the work on the design. This will happen after the designed has reviewed the type of work the company has done and offered some ideas for the customers landscape.

Step 4 The Closing: There should be a detailed proposal of the service and the cost that are going to be agreed upon. Followed by the landscape Contract which will then need to be signed off by the customer to start the process of the design

Step 4 The Closing: So the areas that are cover in this section is: Secure an agreement with the customer to purchase the service.

Step 5 The Follow Up After the sale is compete is it very important to keep in touch with the customer. This helps to retain customer loyalty and to achieve future sales

Step 5 The Follow Up To create a positive influence and build a strong relationship with the customer certain activities should occur: Work is completed as scheduled Bill are handled in a timely fashion Advice on plant care is given Installation work is completed properly

Step 5 The Follow Up: The customer is frequently asked if they are satisfied with the work Care is taken to avoid disturbing or damaging nonlandscaped areas and features

Step 5 The Follow Up: The steps to remember are: Reinforce customer’s decision to purchase service See that installing and billing are timely Provide advice on care of landscape materials Strengthen relationships with customers

The End Any Questions!!!

Working with the Customer!!

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