Customer Service

Question 1

“Good customer service is all about…”

Answer 1

“Bringing customers back, and sending them away happy enough to share positive feedback about your business to others, who may then try your product/service for themselves and in turn become repeat customers.”

Question 2

What is a customer? (4)

Answer 2

1. A person who brings you his wants and needs
2. The most important person in the store, on the phone, over mail, or over other means
3. Someone who deserves the most courteous and helpful assistance you can give
4. The reason your company can pay your salary!

Question 3

What is a customer NOT? (5)

Answer 3

1. NOT an interruption of your work, but rather the purpose of your work
2. NOT someone you are doing a favour by serving, but rather someone who is doing you a favour by giving you the opportunity to serve
3. NOT an outsider to your business, but rather an important part of your business
4. NOT dependant on you - you are dependant on the customer
5. NOT someone with whom you argue or ‘match wits’ with. Nobody ever wins an argument with a customer.

Question 4

What is customer service? (5)

Answer 4

Customer service is the ability to:

1. Fill customer orders for products and services, and deliver them at a competitive price
2. Courteously and effectively handling customer complaints, inquiries, and requests for information
3. Keep customers, cultivating repeat business and stimulating increased purchasing
4. Balance customer demand with company interests, to solve problems and retain customers when you may have to tell them ‘no.’
5. Represent your company truthfully to protect its public image and earn the respect of its customers.

Question 5

What are the 6-steps in the selling process?

Answer 5

1. Approach and Acknowledgment
2. Need Diagnosing
3. Presentation
4. Objections
5. Close
6. Follow-Up

Question 6

What happens in the Apprach and Acknowledgement phase?

Answer 6

This is the first impressions of you and the company. This is made within the first 30 seconds. It may be a nod, smile or friendly greeting.

Question 7

What is step two in the 6-step selling process?

Answer 7

Need Diagnosing - when the salesman asks the right questions to determine the customer’s needs

Question 8

What is step three in the 6-step selling process?

Answer 8

Presentation - linking the features and benefits of your product with the customer’s needs. This requires thorough product knowledge

Question 9

What is step four in the 6-step selling process?

Answer 9

Objections - Customers will usually raise objections about the product through asking questions, or giving reasons to not purchase the item

Question 10

What is step five in the 6-step selling process?

Answer 10

Close - this is a crutial step as 35% of sales are not made because salespeople do not clearly close the sale. It is getting a commitment from the customer

Question 11

What is the final step in the 6-step selling process?

Answer 11

Follow-Up - letting the customer know, within 5-10 days of the sale, what action will happen next, or to suggest related products, or thank the customer for doing business with your store

Question 12

What is the biggest reason why customers leave?

Answer 12

The biggest reason why customers leave is because they disliked the attitude of indifference shown to them by the staff.