WHAT IS A CUSTOMER ?
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customers[/caption]More than an address or label, a customer is of flesh and blood a man or a woman with emotion, personal problems, unique needs, individual hopes and plans.
More than a voice on the telephone. A customer's call is our signal for action, our opportunity to give service.
Not an outsider- The customer is truly an insider, our reason for existence, they are the boss and a highly important part of the company.
Never an imposition on our time - “Our Time, Is Your Time”
It should be our attitude towards every customer because, this is why we are here..... TO SERVE
Not a favor seeker. We do not do a favor when we serve a customer instead, a customer does us a favor by bringing business to us.
Not dependent on us. However, we as sales person depend upon our customer, without their support we will have no job and no company exist.
Our friend who's confidence and goodwill form our most priceless assets. It is our aim to justify the confidence by serving a customer efficiently and with utmost courtesy.
FIVE TYPES OF BUYERS
1. Apathetic Buyer -will never buy.
2. Self-actualizing buyer -knows exactly what he wants.
3. Emotional buyer -relationship-oriented; will buy from someone he considers a “friend”.
4. Analytical buyer -“detail-oriented” buyer. Focuses on technical specifications.
5. Practical buyer-results and profit-oriented, sees a practical use in his daily life.
WHY DO CUSTOMER DISAPPEAR ?
1% -Death
3% -Moved to another area
5% -Moved to a competitor who is a friend
9% -Complaints
14% -Dissatisfied with product or service
68% -Offended by attitude / action of the business representative
CUSTOMER's BUYING CONSIDERATIONS
1.Price - affordability , discounts and promos.
2. Features and appearance - fashion ability
3. Durability - Quality ; Japan,US,Thailand,Korean,Taiwan or China made
4. After Sales Service - Service lead-time, warranty coverage period and value
5. Availability of Spare-parts - Nationwide, local parts and accessories.
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