1. Marketing Indicator 2.01
Acquire a foundational knowledge of selling to understand its nature and scope. (foundation)

2. Distinguish between customer service as a process and customer service as a function.
Customer Service Mindset – an attitude that customer satisfaction always comes first
Customer Services – are actions should attract, retain, & build relationships with customers while influencing them to make purchases

3. Describe how businesses can use customer service to beat their competition.
Customer Service can be a Competitive Advantage over the competition
Competitive Edge
Poor service is more memorable than good service

4. Discuss factors that influence customer expectations of customer service.
Interaction with ANY employee
Customer-Friendly Policies
Must be Consistent - payment, returns, damages
Training
Knowledgeable, experienced,
Treatment of Employees
Treat others the way you would want to be treated
Employee Actions
Honest, Ethical
Handling Problems

5. Customer Service

6. Explain how customer service facilitates sales relationships.
Maintain Relationships
Happy customers will return
It is more expensive to replace a customer than it is to maintain one
Create Loyalty through Rewards

7. Starbucks Loyalty

8. Identify pre-sales opportunities for providing customer service that can facilitate sales relationships.
Be aware of who your customer is
Be courteous and respectful
Be of assistance for customer
Provide ample product information

9. How to Provide Good Customer Service

10. King Burger – Customer Service

11. Identify post-sales opportunities when customer service can be provided to facilitate sales relationships.
Follow-up
Ensure satisfaction, call, card,
Handle inquiries and complaints, keep customers satisfies
Ask for referrals
Keeping a client file
Evaluate sales efforts
Post Sales Surveys / Comment Cards

12. The Perfect Salesperson
Using the characteristics of a good salesperson listed in your notes, create the perfect salesperson with the outline given below. Use words, phrases, pictures from magazines, drawings, and color; to add “good characteristics” to your outline.