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Unit 5. Communication and Customer Service - Coggle Diagram

- - - - it is necessary that your system is able to record and store each of the transactions of your customers. Information such as, amount of purchases, total amount of purchases by time periods, items and/or services purchased, frequency, responses to promotions made by your company, type of responses for each invitation to participate in promotions; Apart from all that basic information about your customers, such as demographic data, geographic, and market specific information, such as the type and characteristics of the products and services you offer.
  - - - That way you will know how to offer your products and services, what new products to offer, when to run promotions. You will know how to anticipate their needs... and how to satisfy them. Use the information contained in your database, visualize it in terms of profitability for your business. It is a highly valuable asset.
        
        The idea is to make them return to the establishment more frequently, or continue buying the products/services offered.
- - - - 1.Greeting the interlocutor
      - Give the company name and position or department.
      - Saying our name
      - Offer help (For example: ¿What can we help you with?...).
    - - On many occasions we must evaluate not only WHAT we say, but HOW we say it.
    - - One of the essential parts of communication is listening. It goes beyond what we hear with our ears. It means listening with the mind.
        
        You have to listen to facts and feelings. Because people express themselves with both elements.
        
        It is necessary to be actively involved in the conversation. Understand what the customer is saying, and with gestures and words convey that you understand the situation and offer solutions that are within the sales commitment.
        
        While serving the customer, do not be distracted. Nor should you allow other employees, customers or things going on to divert your attention.
        
        Wait for the client to finish speaking before formulating a response. Avoid interrupting and answering in a hurry. Do not miss a word of what the client has to say.
        In all cases you should listen to what the client "says" but also to what he "does not say".
        
        Many times customers have difficulty expressing themselves, our responsibility is to get to the real issue. How? by probing. How? by asking OPEN or general or CLOSE specific questions.
- - - - To achieve the above, the salesperson needs to know about some basic processes of the maintenance services process, as well as the key people who could, at any given time, expedite a process, whether it be sales or maintenance services. He should try to be able to answer any questions the customer may have about the company, such as: number of branches and their location, names of key staff, all products and services, opening hours, etc.
    - - The salesperson must know how to accept complaints and claims from customers. When these situations arise, far from getting upset, he should take notes and receive the information with gratitude; being clear that this only leads to the company being able to improve products and services.
        
        You must know how to gain the customer's trust so that he will tell you what he likes and what he does not like. It is up to the salesperson to ensure that the customer conveys this information; if he does not, it is more likely that he will not buy again and that he will change supplier. The customer must know, feel and see that his complaint is received with a positive and grateful attitude.
        
        The attention of difficult customers through the telephone, either to receive a claim or complaint, requires the development of specific competencies that allow to revert the situation, or to satisfy the expectation of response that the customer is looking for at that moment.
- - - - its benefits are:
        
        Your product or service may be consumed repeatedly in the future as long as the level of satisfaction achieved is known and explicitly confirmed.
        
        - The specific aspects that can boost your sales. Each offer contains benefits to be provided, which gave rise to its commercialization.
        
        The act of "showing one's face after obtaining an order is an act that reaffirms the trust obtained in the sales stage.
        
        This capital is highly valued in professional sales. We refer to the recommendations of a satisfied customer with respect to your relationships.
      - The pos sale strategy that is established and applied, establishes the way in which this promise of enjoyment is fulfilled, allowing to solidify the bond and generate more sales in the short, medium and long term.
        
        The goal of feedback is to provide the best possible service to all customers. Comments, suggestions and complaints are extremely valuable in helping the company know what it does well and where it can improve.