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DEVELOP A PARTNERSHIP

DEVELOP A PARTNERSHIP. Describe personal traits and technical skills required to build a partnership with customers Identify ways to develop rapport with customers. Personal Traits and Technical Skills.

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DEVELOP A PARTNERSHIP

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  1. LESSON 4.1 DEVELOP A PARTNERSHIP Describe personal traits and technical skills required to build a partnership with customers Identify ways to develop rapport with customers

  2. 4.1 Personal Traits and Technical Skills • Communication skills, personality, problem-solving ability, and speed of follow-through set the tone for customer relationships. • If you have a positive attitude, strong interpersonal skills, and technical know-how, you can develop long-term customer partnerships that will increase loyalty, trust, and sales.

  3. 4.1 The Customer Relationship Secret • Good customer service is all about bringing customers back to buy again. • You will be judged by what you do, not what you say.

  4. 4.1 Characteristics that Build Relationships • Display positive, enthusiastic attitude • Demonstrate patience and respect • Listen intently • Respond thoughtfully • Use courteous words

  5. 4.1 The Technical Edge • Computer skills • Run electronic cash register • Use word processor • Enter and retrieve data from databases • Maintain facts and figures in spreadsheets • Navigate the Internet • Create flyers and brochures with graphics • Math skills • Negative effects of unsatisfactory skills

  6. 4.1 Develop Your Abilities 1. Focus on building your listening skills. 2. Broaden telephone skills. 3. Continue to take math courses. 4. Study psychology. 5. Become an expert at using software. 6. Pay attention to grammar. 7. Strengthen interpersonal skills. 8. Take problem-solving seminars.

  7. 4.1 Build Rapport in Every Encounter • Building rapportinvolves developingpartnerships that are based on trust and good feelings. • The ability to build rapport with customers is an essential business skill. • Many times, it is your personal relationship with clients that makes the difference in whether someone purchases through your company or another.

  8. 4.1 Suggestions for Building Rapport • Be friendly. • Show customers you’re interested in them. • Be more humble than assertive. • Adjust your comments to match the customer’s style. • Ask questions and listen carefully. • Tell the truth. • Respond to complaints. • Solve any problems quickly and completely. • Welcome criticisms. • Seek a solution from a supervisor when necessary.

  9. 4.1 Show Your Interest • Respond to questions promptly • Provide accurate information. • Follow up with a phone call or an e-mail. • Send short personal notes. • Mail articles of interest with personal notes. • Contact customers regularly. • Explain what you are doing. • Send promotional items. • Send cards for birthdays and other special events.

  10. 4.1 Just the Truth, Please! • Honesty is the best way to build trust. • Customers want to do business with companies they trust. • Trust is built by showing competence and credibility. • Competenceis getting the job done better than your competitors. • Credibilityis your character, integrity, and honesty.

  11. 4.1 Building Relationships Based on Honesty and Truth 1. Listen. 2. Return phone calls immediately. 3. Show genuine concern for the customer through giving and unselfish behavior. 4. If you don’t know the answer to a question, be honest. 5. Be realistic when you say what you can do to fix a problem. 6. Let customers know immediately when you learn about problems that may delay delivery of their goods. 7. Admit your mistakes.

  12. 4.1 Web Truth—Build Trusting Relationships Online 1. Get to know your customers. 2. Respond quickly and provide concrete assistance. 3. Show your expertise. 4. Connect with your customer on a personal level. 5. Keep up the trust relationship.

  13. 4.1 Truth in Advertising • Federal Trade Commission’s truth-in-advertising rules prohibit advertisers from engaging in unfair and deceptive acts and practices. • Advertisements must be truthful. • Advertisers must be able to back up claims.

  14. 4.1 Understand the Customer’s Style • Sight-oriented customers • Sound-oriented customers • Sense-oriented customers

  15. 4.1 Personality Speaks • Amiable personality • Expressive personality • Analytical personality • Driver personality

  16. 4.1 Welcome Complaints • Complaints and problems are part of every business. • Take ownership of the problem.

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