Types of Customers - know your customer and serve him better

Do you know what type is your customer?

Treat customer as guest - Follow the G.U.E.S.T method.

G.U.E.S.T

• GREETING

• Acknowledge the customer as soon as they enter

• Smile, enthusiasm and friendliness

• Time appropriate greeting

• Title

• Welcome

• Introduction and opening statement

• UNDERSTANDING

• Asking open ended questions

• Gaining clarity

• Understanding the type of customer [Customer profiling]

• EXPLAINING THE PRODUCT

• Matching the product to the customer’s requirements

• Talk points of the product • Suggesting alternatives

• Talking about offers, discounts or promotions

• SELLING

• Suggestive selling

• Up selling

• Cross selling

• Closing the sale

• THANKING

• Capturing customer data

• Smooth and pleasant transition from the POS to Exit

• Thanking the customer

• Endorsing the brand

• ―We look forward to seeing you again. Have a great day Sir / Mam

• It is key to understand the nature of the customer and respond appropriately quickly

• This takes plenty of practice and role plays help hone your tools

• It takes a special person to be a part of the service industry

• Remember you are instrumental in giving a great experience to the customer. You are important.

• All of the above are tried tested and well researched guidelines from experts

11 Ways to Tell Your Customer No

11 Ways to Tell Your Customer No

1. Empathize with the customer’s situation.

2. Validate the customer’s emotions while reiterating your intention to help.

3. Focus on the primacy of the customer and the relationship.

4. Treat every ―no like the first ―no of the day.

5. Explain the reason why you have to say no.

6. Offer your best alternative first.

7. Give the customer realistic options.

8. Be consistent.

9. Be firm but polite.

10. Get curious. ―What else would be important for me to know right now in order for me to best help you?

11. Ask for feedback.

Dealing with customers over the telephone, Customer Service Tips to Save the Sale

Telephone Handling

As we deal with customers over the telephone, we need to remember that:

Reasons why good customer service will increase your business and bad customer service can put you out

What is Customer Service?
"Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction".

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What is customer service?

·         The Importance of Good Customer Service In a Retail Store

·         Types of customers

·         Top 10 Ways to Turn Off Customers

·         21 Tips for Excellent Retail Customer Service

·         Appealing to Repeat (Loyal) Customers

·         Telephone Handling

·         Dealing with the Disgruntled Customer

·         11 Ways to Tell Your Customer No

·         G.U.E.S.T