1. Customer Service Game OSAO / CHANGING PARADIGM OF EDUCATION MARIA JUNTUNEN & ANU POKELA

2. Steps in Customer Service Game Preparations Meeting with the customer Starting the conversation Getting the customer interested in Offering the service / product Counter arguments Proposing the purchase Complementary (additional) sales Actions after the purchase

3. Preparations The customer wants service and solutions to his problems Usually the first impression about the facilities and people are crucial The customer needs to feel welcomed The facilities have to be inviting The facilities need to be maintained many times during the day ” Great sales person has eyes even in his/her back” (Finnish expression)

4. Check-list for preparations  Prices and the price lists are accurate and in place  Brochures and guides are in place  Products are faultless  There are no odd nor outdated products  Displays are in order  There are no litter in the facilities  The sales persons are ready to serve the customers with smile on their faces

5. Meeting with the customer Meeting the customer is the beginning for the cooperation Eye contact is the most powerful tool for interaction Charasteristics for great sales person: reliable, expert in his sales area & easy to approach The most important words in customer service: ”thank you, sorry, please, just a moment, I will get back to you” The sales person has to be tidy and correct The facilities has to be clean and fresh Note! Non-verbal communication impacts 90% to the interaction

6. Tips for meeting the customer Negative messages Not facing the customer Not making the eye contact with the customer Restlessness Negative body language Negative expressions Simultaneous actions, not focusing for the customer Positive messages Facing the customer Focusing for the customer Great posture Active and positive body language Positive expressions & smile Listening to the customer Notes! Allways remember to greet, at least with your eyes! Make sure that you are presentable Remember how important your body language is!

7. Starting the conversation Great sales person is ◦active ◦allert ◦offers help ◦empathic ◦polite ◦interested in the customer

8. Getting the customer interested in Great sales person knows how to get the customer interested in and captures his attention He knows his products and their best qualities Customers dislike if the sales person is too fortcoming -> great sales person is subtle/sensitive

9. Offering the service / product Listen, look & ask (in finnish: 3K kuuntele, katsele & kysele) Listen carefully what the customer is looking for Focus on the facts that are vital for the customer Expertise in the products that are offered are crucial Utilize the language that the customer understands

10. Counter arguments Do not argue with the customer, customer is always right The customer is testing the sales person with the counter arguments Great sales person can always give new perspectives for the customer Let the customer shine and give him the last word if needed The most valuable thing is that the customer buyes and is satisfied

11. Proposing the purchase Great sales person ◦Proposes the suitable product ◦Emphasizes the good qualities of the product ◦Summarizes the reasoning for the purchase ◦Encourages the customer to purchase ◦Note! For some customers it is very difficult to make the final purchase decision -> great sales person is needed to close the deal

12. Complementary (additional) sales Great sales person ◦Knows when to offer additional products or services ◦Is excited to sell!

13. Actions after the purchase Once the purchase decision has been made, customer wants to close the deal as soon as possible Payment, packing & possible delivery arrangements have to be smoothly and effectively taking care of

14. Check-list for actions after the purchase  Serve the customer untill the end  Welcome him back to the store  Say goodbye to the customer  Remember to smile & make eye contact  Be polite!

15. Team assingment 1.Reminisce customer service situation that you remember. What has impacted you and why? 2.Describe the service situation to your team members step by step by utilizing the customer service game steps 3.Choose one of the situation and create that situation as team work 4.Create iMovie about the situatioan by using iPads (tablets) 5.Present the video to other teams 6.Other teams will give you peer feedback about your iMovie

16. Feedback Form StepsFeedback Preparations Meeting the customer Starting the conversation Getting the customer interested in Offering the service / product Counter arguments Proposing the purchase Complementary (additional) sales Actions afer the purchase