Seven Qualities of Top Salespeople

1. They are ambitious.

1
Ambition

• A strong desire to gain a

particular objective; specifically,
the drive to succeed or to gain
fame, power wealth, etc.

2
Seven Qualities of Top Salespeople

 They are ambitious.

 They are courageous.

3
 Courage

Everyone is afraid.
The best salespeople do it
anyway! Ask for the sale…

The top people confront their

fears.

4
Seven Qualities of Top Salespeople

1. They are ambitious.

2. They are courageous.
3. They are committed.

5
 Commitment….
• Caring is the key element in successful selling.

• Selling has often been defined as a “transfer of enthusiasm”.

6
Law of
Correspondence

The more you believe in what you

sell, the easier it is for you to
convince someone else.

7
Seven Qualities of Top Salespeople
1. They are ambitious.
2. They are courageous.
3. They are committed.
4. They see themselves more as consultants than as salespeople.

8
 Consultant stance…
• People accept you at the way you present yourself.
• Act like a consultant in everything you do and say.
• What does a consultant do?

9
Forbidden Phrases

“I DON’T KNOW.” “NO.”

“WHY DO YOU
NEED TO KNOW?”

“THAT’S AGAINST “YOU’RE WRONG.”

COMPANY POLICY.”

“YOU’LL HAVE TO.”

“THAT’S NOT MY JOB.” “WE’VE NEVER DONE

IT THAT WAY.”
10
 What makes
people
remember?

Positive Associations
Love, , Table, Fork, Pen, Stream, Wisdom, Stream, Flower, Zulu, Ruler, Blue, Sheep, Meaning, etc…
11
 Why Do Customers Stop
Being Customers?

• 1% Die

100%
• 3% Move Away
• 5% Seek alternatives
• 9% Go to the competition
• 14% Dissatisfied with product/service
• 68% Upset with the treatment they receive

Beyond Customer Service, 1992.

12
Seven Qualities of Top Salespeople
1. They are ambitious.
2. They are courageous.
3. They are committed.
4. They see themselves more as consultants than as salespeople.
5. They are prepared.

13
Three Keys to Preparation in Selling
1. Pre-call research – do your homework-
mentally prepare.
2. Pre-call objectives – what are your goals?
Starting out? Break it down.
3. Post-call analysis – write down every detail. When to re-contact.
Think what other approach could be used to advance your prospect of
success.

14
Seven Qualities of Top Salespeople
1. They are ambitious.
2. They are courageous.
3. They are committed.
4. They see themselves more as consultants than as salespeople.
5. They are prepared.
6. They engage in continuous learning.

15
Keys to Continuous Learning

• Read one hour in selling each

day.
• Listen to audio tapes in your car.
• Take all the training you can get.

16
Seven Qualities of
Top Salespeople-summary
1. Be ambitious.
2. Be courageous.
3. Be committed
4. Be professional.
5. Be prepared.
6. Engage in continuous learning.
7. Be responsible.

17
Hooray! I Made the Sale!

18
21 Tips for Excellent Retail Customer Service
1. Smile when greeting a customer in person and on the phone (and yes,
they can tell if you are smiling over the telephone!).
2. Use age-appropriate greetings, and avoid referring to older customers
and women as “guys.”
3. Be proactive and ask how you may be of service.
4. Stay visible and available, but don’t hover.
5. Don’t turn away, walk away, start to make a phone call, or duck beneath
the counter as a customer approaches. (We’ve all had it happen to us.)
6. The live customer standing in front of you takes precedence over
someone who calls on the phone.
Presentation By: Vinay Shekhar 19
7. Never judge a book by its cover—all customers
deserve attention regardless of their age or
appearance.
8. Leave food and beverages in the break room.
9. A customer doesn’t want to hear about your
upcoming break.
10. Makes any personal calls when you’re on a break
and out of earshot.
11. The correct answer is never “I don’t know” unless
you add to it, “but I can find out for you.”
12. If a customer wants something that isn’t on
display, go to the stock room and try to find it.
13. If the item isn’t in the stock room, offer to call
another store or order it.
14. Learn to read body language to see if a customer
could use some help.

Presentation By: Vinay Shekhar 20

SHAQADOON ORGANIZATION

CUSTOMER SERVICE
TRAINING PROGRAM
 Part 1

“There is only one boss: the customer.

And he can fire everyone in the company from
the chairman on down; simply by spending his
money somewhere else.”
- Sam Walton
 Part 1
What is customer service?
• Customer service is forming a relationship with
customers – a relationship that that individual
customer feels that he would like to pursue.

• Kind of service that makes customer feel special,

service that makes him/her want to come back and
do more business with the company and
recommending the company to other people.
Essence of Customer
Service…
• Doing ordinary things extraordinary
well.
• Going beyond what is expected.
• Adding value to every interaction.
• Being at your best with every
customer.
• Discovering new ways to delight.
• Taking care of your customers like
you would take care of your loved
ones.
What do customers expect?
Customers always expect a TREAT!!!!
Trust (ability to provide what was promised, dependably and accurately)
Responsiveness (willingness to help customers promptly)
Empathy (degree of caring and individual attention you show to
customers)

Assurance (knowledge and courtesy you show to customers, and ability to convey
trust)

Tangibles (physical facilities and equipments, and your own (and

others’) appearance)
Customer Service is the lifeblood of an
organization”.
Exceptional customer service will make customers often pay more,
drive farther, and inconvenience themselves to do business with a company
that appreciates them, thus building the bond that keeps customers coming
back time and time again.

Exceptional customer service increases productivity, efficiency and

effectiveness. Satisfying an unhappy customer costs a lot more, both in
pesos and sense, than satisfying a customer on the first try.

Customers when satisfied with the service given to them, is a large

factor for customer retention. In summary, fulfilling personal and
 In summary . . .

Good customer service means:

Good customer service results
in:
• Providing quality product or
service.
• Continued success.
• Increased profits.
• Satisfying the needs / wants of the
customer. • Higher job satisfaction.
• Improved company or
organization morale.
• Resulting in a repeat customer.
• Better teamwork.
• Market expansion of
services / products.
 CUSTOMER=REVENUE=JOBS

“ Delight every customer as if they

sign your paycheck….
Because they do.”
“ To my customer.
I may not have the answer,
but I’ll find it.
I may not have the time,
but I’ll make it.”
- Anonymous
 EVOLUTION OF CUSTOMER SERVICE
EVOLUTION OF CUSTOMER SERVICE – PERSONAL TRENDS

THEN NOW
• Personal goal security • Personal goal rapid growth
• “Commodity” products • “Intellectual” products

EVOLUTION OF CUSTOMER SERVICE – CUSTOMER TRENDS

THEN NOW
• Less informed • Highly informed
• Less choices • More choices
• Preference less dynamic • Ever-changing preference
• Satisfied with low priced, mass • Demands customized solution
produced product / services • Selection of a product based on
• Selection of a product mainly convenience and convergence.
based on price.
 EVOLUTION OF CUSTOMER SERVICE

EVOLUTION OF CUSTOMER SERVICE – CORPORATE TRENDS

THEN NOW
• Interested in customer • Interested in customer insights,
acquisition relationship focus
• Profit on each sale • Profit on customer lifetime value
• Price based on cost of • Price based on perceived value
production • Decision-making based on
• Decision-making based on logic synthesis

• Regular customer data not • Regular and speedy collections of

required customer data
 10 RULES FOR GREAT CUSTOMER SERVICE
1. Commit to quality service.
- create a positive experience for the customer.
- go above and beyond customer expectations.
2. Know your products.
- helps win a customer’s trust and confidence.
3. Know your customers.
- tailor your service approach to their needs and buying habits.
- get to the root of customer dissatisfaction by talking to people and
understanding complaints.
4. Treat people with courtesy.
- every contact with a customer leaves an impression.
- use phrases like “sorry to keep you waiting” , “thanks for your order”, “you’re
welcome” and “ it’s been a pleasure helping you”.
5. Never argue with a customer.
- be solution focused than problem focused.
 Customer Service 101
10 RULES FOR GREAT CUSTOMER SERVICE (cont’d.)
6. Don’t leave customers hanging.
- all communications with a customer needs to be handled with a sense of urgency.
7. Always provide what you promised.
- failure to do this is a sure way to lose credibility with your customer.
- if you can’t make good on your promise, apologize and offer some type of compensation.
8. Focus on making customers, not making sales.
- focus on the quality rather than the volume of sales.
- research show that it costs 6 times more to attract new customer than it does to keep an
existing one.
9. Assume that customers are telling the truth.
- majority of customers don’t like to complain; in fact, they’ll go out of their way to avoid it.
10. Make it easy to buy.
- make the process simple and user-friendly.
 Customer Service 101

“ Culture of Commitment”.

The transition from ordinary to

extraordinary performance happens
through a “culture of commitment” ,
where frontline people reflect to the
outside the intense pride and
ownership they are experiencing on
the inside.
 Customer Service 101

TYPES OF CUSTOMERS
EXTERNAL CUSTOMERS include not just the paying customer but also anyone
who receives the benefit of the goods and services.

INTERNAL CUSTOMERS are specific people and departments who play in helping
you to serve external customers.
 Customer Service 101
BABY STEPS IN CUSTOMER SERVICE
“ The basics are the basis of customer service”.

Baby Step #1: First Impressions Matter

Baby Step #2: Courtesy Counts
Baby Step #3: Attitude is Everything
Baby Step #4: Doing the Right Thing: the Ethical Issues
 Customer Service 101
Baby Step # 1: First Impressions Matter

First impressions are mental snapshots you take when you first encounter a person
or situation. It includes a person’s looks and actions, including general grooming and
cleanliness, clothing, voice tone, attitude, body language and posture.

Steps in Making Good Impression:

1. People see you first, hear you second.
2. Wear appropriate clothing for the work you do.
3. Make sure you are groomed.
4. Maintain a relaxed and open demeanor.
 Customer Service 101
STEPS IN MAKING GOOD IMPRESSION:
1. PEOPLE SEE YOU FIRST, HEAR YOU SECOND
- looking good at work and your appearance should fit the work you do.

2. WEAR APPROPRIATE CLOTHING FOR THE WORK YOU DO.

- wear the type of clothing that fits the personality of your business. - always lean towards dressing conservatively if
you are unsure of what is suitable to your job.

3. MAKE SURE YOU ARE GROOMED

- this means your hair and fingernails are clean and groomed; your face, body, and teeth are clean; your clothes are clean
and well-pressed; your shoes polished, your hair is properly styled; and your over-all image is professional. Put all that together
and you present a groomed look.

4. MAINTAIN A RELAXED AND OPEN DEMEANOR

- Hold your head high, and keep your facial expressions friendly. Make eye contact when talking to someone. Smile as
often as appropriate; smile often. A smile goes a long way, both personally and interpersonally. When you smile, you feel
better. When you smile, you make others feel better.
 Customer Service 101
Baby Step # 2: Courtesy Counts
Unlike children, as adults, you are not going to receive constant praise for being
courteous, but people will appreciate your behavior. When your act courteously, you
send a positive and become a natural part of your vocabulary and personality.

Steps in Developing Courtesy:

1. Say “Please”, “Thank you” and “ You’re Welcome”.
2. Say “Excuse Me” and “I’m Sorry”.
3. Use “Sir” and Ma’am”.
4. Use a person’s name when you know it.
5. Use “Yes” rather than “Yeah”.
6. Say it with a smile.
 Customer Service 101
STEPS IN DEVELOPING COURTESY:

1. SAY “PLEASE”, “THANK YOU” and “YOU’RE WELCOME”

- say “please” when asking something and also learned to say “please” when you responded to
others (e.g. “Yes, please”).
- say “thank you” when someone did something for you.
- say “you’re welcome” when someone thanked you for doing something.

2. SAY “EXCUSE ME” AND “I’M SORRY”

- say “excuse me” when you do not understand someone, when someone was on your way, or
when you inadvertently did something wrong;
- say “I’m sorry” when you did something wrong or made a mistake.

3. USE “SIR” OR “MA’AM”

- even if these words are signs of respect, be careful how you accentuate these words.
- wrong emphasis can make you sound sarcastic, however, right emphasis can make you sound
respectful.
 Customer Service 101
STEPS IN DEVELOPING COURTESY:

4. USE A PERSON’S NAME WHEN YOU KNOW IT

- everyone enjoys hearing his / her name, so if you know your customer’s name use it.
Also be sure to give your customer your name.
- always try to practice name re-calling.

5. USE “YES” RATHER THAN “YEAH”

- use “Yes” instead of “yeah” to sound professional, intellectual and respectful.

6. SAY IT WITH A SMILE

In today’s fast-paced world, smiling when you speak does come across loud and clear.
Whether you are speaking face-to-face or by telephone, our customer will see or hear the
smile in your voice.
 Customer Service 101
Baby Step # 3: Attitude is Everything
Attitude is everything. Good or bad. Whether yours is good or bad, your attitude is
what people are going to remember about you. When you interact with customers, you
may not get a second chance. Even if you are not as naturally positive person you can
learn to have a more positive attitude. It begins by learning to APPRECIATE.

Steps in developing positive attitude:

1. Appreciate the good in yourself and in others.
2. Believe in yourself.
3. Believe you can make a difference.
4. Keep an open-mind ; do not stereotype people.
 Customer Service 101
STEPS IN DEVELOPING POSITIVE ATTITUDE:

1. APPRECIATE THE GOOD IN YOURSELF AND IN OTHERS

Appreciation can be learned by changing your self-talk (the words you use when you
think) to think positive thoughts. For example, change “I’ll never do this right” to “next time I’ll
do this better”. This also goes for thoughts about your customers (e.g., “Look at his old lady. She
doesn’t look like she has a clue about television sets. This is going to be a tough one to handle”.
Change this mindset to “ I’ll do what I can to help this customer. She mentioned she doesn’t
know a whole lot about all the new type sets, so I’ll do my best to explain them all”.).

2. BELIEVE IN YOURSELF
When you stop your negative self-talk, you will start to believe in yourself.
Saying things such as,” I’ll never do this right”, only sets you up for failure. Changing your self-talk
to “next time I’ll do it differently” sets you up for success. When you begin to believe in yourself,
you will begin to feel more confident. When you feel more confident, you will begin projecting a
powerful image to others. To your customers, you will project an image of someone who believes
in yourself, your company, and your products.
 Customer Service 101

STEPS IN DEVELOPING POSITIVE ATTITUDE:

3. BELIEVE YOU CAN MAKE A DIFFERENCE

When you believe in yourself and gain confidence, you will naturally progress to
believing that you can make a difference in the lives of others. When you believe you can make
a difference, you will find ways to make it happen. At work, look for ways to make a difference
by being helpful, interested, and caring toward your customers.

4. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE

When the employee thought about the older woman who did not know what she
wanted and was going to be tough to handle, he was accepting a negative stereotype about
older people before he talked to her. That older woman might be smarter and sharper than he
is. Stereotypes can skew first impressions. Do you want people to stereotype you? When you
change your thought process and stop stereotyping others, you will change the way you
present yourself.
 Customer Service 101

Baby Step # 4: Doing the Right Thing: Ethical Issues

Being ethical means being honest, doing the right thing, and being
accountable for your actions.

Steps to develop ethical ways of doing things:

1. Always be honest.
2. Do the right thing.
3. Do what you say when you say you will.
4. Be accountable for your actions.
 Customer Service 101
STEPS TO MAINTAIN ETHICS IN DOING THINGS:

1. ALWAYS BE HONEST
Being honest at all times will make your life far less complicated. When you are truthful,
you do not have to remember what you said to whom. Being truthful is important to your
customer. If you become dishonest, the truth always has a way of coming out. When people find
out you have not been completely honest, they will no longer trust you.

2. KEEP AN OPEN-MIND ; DO NOT STEREOTYPE PEOPLE

When the employee thought about the older woman who did not know what she wanted
and was going to be tough to handle, he was accepting a negative stereotype about older people
before he talked to her. That older woman might be smarter and sharper than he is. Remember first
impressions? Stereotypes can skew first impressions. Do you want people to stereotype you? When
you change your thought process and stop stereotyping others, you will change the way you
present yourself.
 Customer Service 101

STEPS TO MAINTAIN ETHICS IN DOING THINGS:

3. DO WHAT YOU SAY WHEN YOU SAY YOU WILL

Become a person others can rely on. When you give a customer your word, mean
it. Let your word be your bond. Erase the words “I can’t” and “no” from your vocabulary. If you
cannot do what the customer asks, explain instead what you can do. It is all right to say “I don’t
know.” Follow up with “I’ll find out for you.”

4. BE ACCOUNTABLE FOR YOUR ACTIONS

When you take responsibility and own up to your mistakes, people will respect you. No
one expects you to make the right decision 100% of the time. We are all human and are all going
to make mistakes. What sets ethical people apart is that they hold themselves accountable for
their mistakes. This may not be easy at first, but it is the right thing to do. People will appreciate
that you are able to admit you did something wrong. You will also have an added benefit: You will
respect yourself more when you take responsibility for your actions.
Part III:

Excellent Service through

Excellent Communication
 Excellent Service through
Effective Communication

“Quality in a service or product is not

what you put into it.
It is what the client or customer
gets out of it.”

- Peter Drucker
Excellent Service through Effective Communication

SIX STEPS TO EFFECTIVE COMMUNICATION

• Saying What You Mean and

Meaning What You Say.
• What You Don’t Say;
Non-Verbal Communication.
• Putting Words Together:
Grammar Usage.
• Asking the Correct Questions and
answering the Questions Correctly.
• When the Customers Says “No”.
• Listening Actively.
Always Remember:

In your dealings with customers, be the one to

initiate honest, respectful and thoughtful
communication.
Because to them, you not only represent the
company….

YOU ARE THE COMPANY.

 Excellent Service through
Effective Communication

Step 1: SAYING WHAT YOU MEAN AND MEANING WHAT YOU SAY
“The message has to get across the way you mean it ; otherwise you may
not get a second chance. “

HOW TO DO IT?
• Choose the right words.
• Make sure the voice tone fits the message.
• Adding welcome words.
• Keeping business conversation professional.
 Excellent Service through Effective Communication
• Choose the Right Words.

- choose the words that will be understandable to the customer.

- opt for easy and familiar words when communicating, especially if the
customer is not so familiar with the company or product.

• Make sure your voice tone fits the message your sending.

- how to say something is more important than what you say.

- pay attention to your listener’s nonverbal cues to make sure your tone
fits you customer.

• Add welcome words to your vocabulary.

- using words that sound positive and confident projects a positive and
confident attitude.
- “Yes, I’ll be happy to!”, “Sure, I can!”, “Absolutely!”

• Keep business conversations professional.

- draw the line between being professional and getting personal.
 Excellent Service through Effective Communication

Step 2: WHAT YOU DON’T SAY : NON-VERBAL COMMUNICATION

How you say something is more important than the words you choose, but what you
do when you convey a message is also important .

STEPS TO IMPROVE NON-VERBAL COMMUNICATION

 Smile often.
 Make eye contact.
 Maintain good posture.
 Keep your energy level steady.
 Excellent Service through Effective Communication

Step 3: PUTTING WORDS TOGETHER : GRAMMAR USAGE

Proper grammar is critical to effective communication. When you use proper

grammar, it is easier to send the right message.

HOW TO PROPERLY COMMUNICATE WITH CUSTOMERS:

 Reflect your company’s personality.
 Speak clearly.
 Use everyday language.
 Avoid using jargon, company terms
and technical language.
 Excellent Service through Effective Communication

Step 4: ASKING the CORRECT QUESTIONS and ANSWERING the

QUESTIONS CORRECTLY

We ask questions for many reasons. As customers, we ask questions to

gather new information and acquire additional information. Employees
ask questions to figure out how to solve a customer’s problem or to resolve a customer’s
complaint.

Open Questions require more than a yes or no answer and encourage the
customer to give information.

Closed Questions require one word or short answer

and are often used for clarifications.
 Excellent Service through Effective Communication
TIPS IN MAKING GOOD QUESTION AND GIVING RIGHT ANSWER:

 Keep your questions simple.

 Ask open questions when you need information.
 Ask closed questions to control the conversation.
 Take time to understand the customer’s question first before answering it.
 Try to give more than a one word answer.
 Excellent Service through Effective Communication
Tips in Making Good Question and Giving Right Answer (cont’d.)
•Keep your questions simple.
- stick to one type of question.
- do not lump series of questions together so that customer will be able to
answer correctly and completely.
- e.g., “tell me about…”,“tell me more…”, “I’d like to get information on…”,“kindly
describe….”.

• Ask open questions when you need information.

- begin with what, why and how.
- use when you need information and when you want to encourage the
customer to talk.
- e.g. “ how do you…”, “what would you like…”, “what else…”,
“how will…”.

• Ask closed questions to control conversation.

- use when you need specific answer like “yes”, “no” or short answer, or to
clarify information.
- start with “is”, “are”, “do”, “can”, “will” if you require only a “yes” or
“no” answer.
- start with “who”, “would”, “how”, or “where” if your require only a short
answer.
- e.g. “are you..”, “do you think..”, “will you…”, “would you like…”,”where do you..”,
“how many…”
 Excellent Service through Effective Communication

Tips in Making Good Question and Giving Right Answer (cont’d.)

•Understand the customer’s question before answering it.

- recap or rephrase the question or ask a clarifying question if you do not

clearly understand the question.

• Ask open questions when you need information.

- begin with what, why and how.
- use when you need information and when you want to encourage the
customer to talk.
- e.g. “ how do you…”, “what would you like…”, “what else…”,
“how will…”.
 Excellent Service through Effective Communication

Step 5: WHEN THE CUSTOMER SAYS “NO”

Always do what is right for the customers and uncover the reason for
objections, even if you have offered a valid solution and the customer still says
“no”.

STEPS ON HOW TO FIND SOLUTION

TO CUSTOMER OBJECTION

• Listen to the customer’s objection

• Acknowledge the objection
• Follow-up with a question
• Consider the customer’s action
 Excellent Service through Effective Communication

Steps on How to Find Solution to Customer Objections

• Listen to the customer’s objection.
- discover and understand the reason/s behind the customer’s objection by
asking a combination of open and closed questions.

• Acknowledge the objection.

- validate the customer’s reason, then respond with positive statement.
- empathize with customer’s objection, but make sure you put additional
benefit to the solution you proposed.

• Follow-up with a question.

- make a follow-up question to validate or clarify if the customer finally agrees
on you’re your proposal.
- e.g. “how do you find my proposal..”, “would that be fine with you?...”

• Consider the customer’s answer.

- the customer’s response will determine if you successfully made the customer
believe in you.
 Excellent Service through Effective Communication

Step 6: LISTENING ACTIVELY

Effective communication is not just dependent on your ability

to talk and write well.

TIPS ON HOW TO ACTIVELY LISTEN TO CUSTOMERS

• Focus entirely on your customer.

• Listen completely.
• Remain objective ; do not judge.
• Listen to what not is said.
Excellent Service through Effective Communication

Steps on Listen Actively to Customers

• Focus entirely on your customer.
- think of that customer you are helping is the only customer in your business
so that you will be able to give your full attention.

• Listen completely.
- pay complete attention to the customer while he/she is speaking.
- do not think of any response yet while the customer is talking.

• Remain objective ; do not judge.

- gathering all relevant information.
- paraphrase the customer’s words or ask more questions to clarify.

• Consider the customer’s answer.

- the customer’s response will determine if you successfully made the customer
believe in you.

•Listen to what not is said.

- pay attention to customer’s body language and expression.
- “reading between the lines”.
 Food • Try to erase the words “I can’t”. Instead, try to focus
on what you can do by saying “here’s what I can do
for you” if the customer is asking you to do

for something you can’t.

Thought • Always be truthful about your products, services

and policies. Never make misleading claims.

• We all carry emotional baggage. Never make your

customers and co-workers suffer because you are
having a problem. Remember that everyone has
problems. Use your time to let go of personal
baggage.

• Never comment negatively about competitors. If a

customer asks for a comparison or leads you to say
something negative, say “I don’t know about that
but let me explain our policy..” or “I don’t know
enough about that to comment”.

• Customer service begins when you are courteous

to your customers.
Excellent Service through Effective Communication
QUICK QUOTES

•Actions speak louder than words

•Try very hard to avoid saying no

•Erase the words I can’t from your vocabulary

•Tell customers what you can do

•Never use inappropriate language with a customer

•Listen, listen, listen

•Listen for what is not said

•Never jump to conclusions

•Use language your customers understand

•Display empathy to show your customers you understand