1 / 15

Entrepreneurship

Entrepreneurship . Chapter 5 Smart Selling and Effective Customer Service. Many Great Entrepreneurs Started as Salespeople. Ray Kroc, founded McDonald’s Billy Durant, founded General Motors King C. Gillette, invented safety razor

ahmed-haney
Download Presentation

Entrepreneurship

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Entrepreneurship Chapter 5 Smart Selling and Effective Customer Service Mariotti: Entrepreneurship

  2. Many Great Entrepreneurs Started as Salespeople • Ray Kroc, founded McDonald’s • Billy Durant, founded General Motors • King C. Gillette, invented safety razor • Aristotle Onassis, sold tobacco wholesale before becoming multimillionaire in shipping business Marriotti: Entrepreneurship

  3. Essence of Selling is Teaching • Teach customers about the benefits of your product/service, don’t just tell them about its features. • Listen to customers: Their complaints teach you how to improve your business. Marriotti: Entrepreneurship

  4. Principles of Selling • Make a good personal impression • Know your product/service • Believe in your product/service • Know your field • Know your customers • Prepare your sales presentation • Think positive • Keep good records • Make appointments • Treat everyone you sell to like gold Marriotti: Entrepreneurship

  5. Sales Call A sales call is an appointment with a potential customer to explain/demonstrate your product/service. During the call: • Focus on the customer • Listen to uncover his/her needs • Be honest, if your product/service will not meet those needs Marriotti: Entrepreneurship

  6. 8-Step Sales Call • Prepare yourself mentally • Greet customer politely • Show product/service • Listen to customer • Deal with objections, always acknowledge them • Close the sale • Follow up • Ask for referrals to other potential customers Marriotti: Entrepreneurship

  7. 3 Behaviors of Successful Salespeople 1.Let the customer talk more than you do. You are there to learn about the customer’s needs. 2.Ask the right questions. Be a friend. Your goal is to uncover problems your product/service could solve. 3.Wait to offer product/service until later in the call. You cannot offer a solution until you know your customer’s needs and problems. Marriotti: Entrepreneurship

  8. Analyze Your Sales Calls After each call, ask yourself: • Did the customer open up to me? • Which of my questions helped the customer describe his/her needs? • Was I able to make a good case for my product/service? • Did I improve my relationship with my potential customer? Marriotti: Entrepreneurship

  9. Turn Objections Into Advantages • Study objections you have received • Group into categories and develop objection-proof answers for each • Price • Performance • Follow-up service • Competition • Support • Warranties Marriotti: Entrepreneurship

  10. Customer Service Is Keeping Customers Happy Examples of customer service: • Know your customers by name • Deliver products on time • Help customer carry product to the car • Suggest a less expensive product that might meet the customer’s need • Provide a full refund when a customer is dissatisfied • Listen politely and with empathy to customer complaints Marriotti: Entrepreneurship

  11. 4 Costs of Losing a Customer Customer complaints can be difficult to listen to, but losing a customer will cost you: • Loss of current dollars customer was spending with your business • Loss of jobs • Loss of reputation • Loss of future business Marriotti: Entrepreneurship

  12. Customer Complaints are Valuable • Always acknowledge and address complaints and criticism. Valuable source of market research! • Never overreact to negative remarks from customers. Do not take these personally. • Always tell the truth about any negative aspect of your product/service. When you admit a negative, you gain customer’s trust. Marriotti: Entrepreneurship

  13. Customer Service Is Marketing Your customer service should always reinforce your marketing and competitive advantage. • If your competitive advantage is speedy service, make sure your employees move fast. • If your competitive advantage is a cozy atmosphere, employees should not rush customers. Marriotti: Entrepreneurship

  14. Collect Market Research Via Customer Service • Include brief market surveys with purchases. • Ask selected customers to fill out longer surveys, offering a discount as incentive. • Have employees regularly ask customers if they are satisfied with product/service. • Keep database of customer contact info, preferences, previous purchases, etc. Marriotti: Entrepreneurship

  15. Build Long-term Relationships with Customers • Ask customers to refer you to new customers. • A successful business is built on repeat customers! Stay in touch via Web site, email. Offer customers birthday discounts, etc. Marriotti: Entrepreneurship

More Related