Description
This is a presentation explains about how to become an excellent manager while dealing customers.
How to become a “Bullet-Proof Manager”
Managing Customers
Contents:
1. Recovery without losing the customer
2. Telephone Manners
3. Handling over-the-counter customers
4. Handling walk-in customers
5. Major skills in managing customers
Recovering Delinquent Debts
?
Types of Delinquent Debts
– Commercial and Consumer
?
Importance of bad debt recovery
– $ 3 billion bad debt every year in India
?
The challenges of bad debt recovery
– Various types of debtors – Legal protection of debtors
Bullet-Proof Manager’s Perspective:
?
Recognizing the delinquent debtors – Assessing credit worthiness of individuals – Credit information and investigation techniques – Looking for symptoms of problematic debts
Bullet-Proof Manager’s Perspective:
?
?
Objective of Recovery Process: – “To create and maintain a customer – through effective collection techniques” Categories of delinquent debtors: – Can’t pay – Won’t pay
Techniques of a Bullet-Proof Manager:
? Being
assertive:
– This means contact at a reasonable stage, in the right fashion with the right attitude.
? Writing
letters, faxes and emails:
– That are shorter, clear and deliver desired results
? Insisting
on a firm agreement:
– Never be thrown by an excuse
Techniques of a Bullet-Proof Manager:
? Successful ? Special ? Tailor
telephone collections
– To say the right things
telephone collection voice
– Develop special collection voice
made Collections
– Profile the customers
? Negotiation
Techniques
– Recognize his business
Techniques of a Bullet-Proof Manager:
?
Overcoming objections
– Effectively handle any excuse
?
Time and Stress Management
– Difficult and demanding job
?
Managing sensibly
– Quickly zero in on what is needed
?
Be assertive without being too aggressive
– Friend of the boss?
Ten Tips for successful recovery
Placement Prepare Time Attitude
Precise
Contact
Productive Notes Flexible
Control
Telephone Manners
Handling invisible customers
? Technological
development
? Handling
telephonic calls is critical
? Needs
of telephonic etiquettes
Telephone manners
?
Answering calls for others While transferring calls
?
?
Handling complaints by phone
Placing calls Quality of a good voice
?
?
Telephone manners
?
Suggested phrases for Business Telephone Etiquette
– "Good morning, ABC's office, how may I help you?"
?
Acknowledgements-Suggested responses to questions or comments
– "Thank you, I'll check." or "I'll see."
?
Reports to caller
– "Mrs. Martinez is on another line, will you wait, please?"
?
Obtaining the caller's name
– "May I tell Mr. Snyder who is calling, please?"
?
Obtaining the correct information
– Always repeat and read back messages for accuracy.
?
Progress reports
– "Mr. XYZ's line is still busy, do you wish to continue waiting?"
Tips for creating a good image
?
Use basic phrases of courtesy--"May I help you?, Please, Thank you, You are welcome”. Use standard, accepted business phrases. Avoid slang-"uh huh, yeah, nope, dude, or bye bye for good bye". Do not chew gum. Do not slam the phone or cut off abruptly. Keep your promises. Smile while speaking. People can "hear a smile" over the phone!
?
?
?
?
?
?
Handling Over The Counter Customers
?
? ? ? ? ?
Over the counter selling is one of the ways of customer servicing Over the counter selling is Personal selling Conducted in retail and some wholesale locations Customers come to the seller’s place of business generally Customer experience determines chances of customer retention and transaction volume
Some Statistics:
?
?
?
?
?
Customer expectations vary from shop to shop To customers the frontline people with whom they interact is the organization 93 percent customers will not make a second purchase if dissatisfied and will not say they are dissatisfied 96 percent customers do not complain about their dissatisfaction. 95 percent of dissatisfied customers can be won back and turned into loyal customers if their dissatisfaction is addressed timely and properly
Bullet Proof managers strategize accordingly
First Contact with Customers
?
Creates a lasting impact The Customer looks for • Specification • Consistency • Value • Communication Greeting the Customer reduces the stress
?
?
Clearly Positioning The Sales Person’s And Organization’s Service Area
?
Clearly stating the customer the service area of a counter sales person Defining the boundaries of the organization Avoiding any confrontation and misunderstanding with the customers
?
?
Dealing With The Customer
?
Showing is better than telling
Physical Touch plays a significant role in non verbal communication Other less obvious ways to get people doing something – Personally handing customers a shopping cart, basket or sales literature – Get customers to touch the product – Offering a beverage, a piece of candy, cookies or frit while they wait – Offering a product flyer, information packet, video presentation or sample
?
?
Following Up On Customer Needs
?
Customers appreciate if their needs are tended to Seldom speak out about their personal needs
?
?
Some specific ways of addressing customer needs are through : – Ensuring the customer possesses everything required to use the product – Offering to carry the merchandise to customer’s car – Responding to the customer’s urgency – Helping to reduce customer confusion – Clarifying the right method of using the product
Importance of Frontline Team
? The
customer is won or lost at first contact team reflects the company moments
? The
? Opening
Bullet-Proof Manager’s Perspective
? Greet
Customers and build instant rapport
?Greet your customers promptly ?Speak Up! ?Talk To The Customer With Your Eyes ?Smile
Bullet-Proof Manager’s Perspective
?
Apply Good Conversation Skills
? Use Ice-breakers
? Anticipate Customer’s questions ? Provide additional information ? Offer suggestions
Techniques of a Bullet-Proof Manager
? Compliment
Appropriately
?Don’t be hesitant to compliment
?Compliment sincerely ?Compliment on clothing, children, behaviour
Defining customers
?
Transactional Customers – Don’t need information or relationship – want the best price. Relationship Customers – Want you to know who they are and what they need. Information Customers – Don’t need a relationship but expect some education. Partnership Customers – Have a high relationship and high information need. They want you to be proactive , to know them well and to educate them.
?
?
?
Listening to customer
Active listening helps in understanding customer need. WHILE LISTENING……….
?
Tune out all distractions and focus totally on what your subject is saying.
?
Ask a few questions to guide the conversation if necessary. Otherwise, shut up and listen intently.
Do not interrupt. Once customers exhibit a willingness to talk, you should focus on the information they want to provide rather than trying to interject your own opinions. Don't just listen to their words. Also focus on the triad of tone, inflection and body language. Occasionally repeat what the customer has said
?
?
?
Customer driven process.
Steps: ? Target your customer.
?
Identify customer need. Define your value proposition. Win over customer. Continue the dialogue.
?
?
?
Customer Requirements - What do u want??
?
Quality: – Error free, defect free – Best compared with available or familiar Value: – Best price customer has experience or knowledge of Timeliness: – In time delivery of product or service Environment: – Supplier’s plant/office/stores are safe, clean and well organized. – Customers feel psychologically welcome and valued
?
?
?
Customer Requirements
?
?
?
Ease of Access: – There are no barriers or inconveniences between the customer and accessing product or service (hours open, location easy to find, get to right person with information etc.) – Pathway signage is clear and adequate staffing and interface resources are provided for customer’s convenience Efficiency: – Supplier offers a single point of access with the minimum number of steps possible for fulfillment of customer needs without repeat or redundancy Front Line Service Behaviors: – Front line personnel are dressed appropriate with the benchmark of their trade and make good first impression – Front line personnel are courteous and attentive with subservient / serviceful attitude – Front line personnel give customers their full attention
Customer Requirements
?
?
?
Supplier Commitment– Supplier is honest and up front with customer about all terms and conditions – Supplier treats customer as most important customer – Supplier takes responsibility when things go wrong Innovation– Supplier continuously introduces innovations and improvements to their product line. After Sales Service– Efficient, quick and hassle free after sales service.
Rating requirements - Asking Customers Directly
?
Sample Space – 25 students of our class
Feature Quality Value Ease of Access Timeliness After Sales Service Supplier Commitment Front Line Personnel Efficiency Innovation Environment Points 2.4 4.08 5.08 5.28 5.44 5.68 5.96 6.28 7.12 7.68 Max 10 10 10 10 10 10 10 10 10 10 Net Reqt 7.6 5.92 4.92 4.72 4.56 4.32 4.04 3.72 2.88 2.32 Rating 1 2 3 4 5 6 7 8 9 10
Rating
8 7 6 5 4 3 2 1 0
Q ua lit y Ti m En el in Va lu e
Rating Requirements
Rating requirements – Asking Customers Directly
Requirements
es vir s Ea on se m en of Ac t ce Fr ss on Ef tL fic ie in Su n e pp Pe cy lie r C rso om nne l m itm en Af In te t r S nov at al io es Se n rv ice
Series1
Hone Your Sales Presentation Skills
?
Baseline:
– Assess how you look and sound to others when presenting
?
Physical Skills: Nervousness Physical Skills: Inhibitions
? Control nervousness, reduce pressure, and read prospect responses so you can think more clearly ? Use your voice and body to be convincing and enthusiastic and better project your sales message ? Analyze your audience, organize your presentation and use persuasive evidence
?
?
Organization
Hone Your Sales Presentation Skills
?
Practice with visuals:
– Choose graphics that respond to your prospect’s issues, concerns, and motivators, and use them in a persuasive sales presentation One-to-One Presentation – Adapt your physical skills to a seated sales presentation Small Group Question-and-Answer Session – Apply techniques that help you think clearly under pressure, focus on prospect issues, support the relationship, and move the sale forward
References
Training / Seminar / Workshop manuals of:
?
The Capital Group, Ghana, “Accounts receivable training for collection management Dun & Bradstreet (Singapore) Pte Ltd, “Credit Management & Effective Debt Collection” Fortress Intelligence, Singapore, “Strategies to effective debt recovery”
?
?
?
Datapool (S) Pte Ltd, Singapore, “Effective debt recovery strategies”
Articles:
?
“The War for bad-loan recovery has started” James Graham,
How to become a “Bullet-Proof Manager”
Managing Customers Thank You!
doc_421526718.ppt
This is a presentation explains about how to become an excellent manager while dealing customers.
How to become a “Bullet-Proof Manager”
Managing Customers
Contents:
1. Recovery without losing the customer
2. Telephone Manners
3. Handling over-the-counter customers
4. Handling walk-in customers
5. Major skills in managing customers
Recovering Delinquent Debts
?
Types of Delinquent Debts
– Commercial and Consumer
?
Importance of bad debt recovery
– $ 3 billion bad debt every year in India
?
The challenges of bad debt recovery
– Various types of debtors – Legal protection of debtors
Bullet-Proof Manager’s Perspective:
?
Recognizing the delinquent debtors – Assessing credit worthiness of individuals – Credit information and investigation techniques – Looking for symptoms of problematic debts
Bullet-Proof Manager’s Perspective:
?
?
Objective of Recovery Process: – “To create and maintain a customer – through effective collection techniques” Categories of delinquent debtors: – Can’t pay – Won’t pay
Techniques of a Bullet-Proof Manager:
? Being
assertive:
– This means contact at a reasonable stage, in the right fashion with the right attitude.
? Writing
letters, faxes and emails:
– That are shorter, clear and deliver desired results
? Insisting
on a firm agreement:
– Never be thrown by an excuse
Techniques of a Bullet-Proof Manager:
? Successful ? Special ? Tailor
telephone collections
– To say the right things
telephone collection voice
– Develop special collection voice
made Collections
– Profile the customers
? Negotiation
Techniques
– Recognize his business
Techniques of a Bullet-Proof Manager:
?
Overcoming objections
– Effectively handle any excuse
?
Time and Stress Management
– Difficult and demanding job
?
Managing sensibly
– Quickly zero in on what is needed
?
Be assertive without being too aggressive
– Friend of the boss?
Ten Tips for successful recovery
Placement Prepare Time Attitude
Precise
Contact
Productive Notes Flexible
Control
Telephone Manners
Handling invisible customers
? Technological
development
? Handling
telephonic calls is critical
? Needs
of telephonic etiquettes
Telephone manners
?
Answering calls for others While transferring calls
?
?
Handling complaints by phone
Placing calls Quality of a good voice
?
?
Telephone manners
?
Suggested phrases for Business Telephone Etiquette
– "Good morning, ABC's office, how may I help you?"
?
Acknowledgements-Suggested responses to questions or comments
– "Thank you, I'll check." or "I'll see."
?
Reports to caller
– "Mrs. Martinez is on another line, will you wait, please?"
?
Obtaining the caller's name
– "May I tell Mr. Snyder who is calling, please?"
?
Obtaining the correct information
– Always repeat and read back messages for accuracy.
?
Progress reports
– "Mr. XYZ's line is still busy, do you wish to continue waiting?"
Tips for creating a good image
?
Use basic phrases of courtesy--"May I help you?, Please, Thank you, You are welcome”. Use standard, accepted business phrases. Avoid slang-"uh huh, yeah, nope, dude, or bye bye for good bye". Do not chew gum. Do not slam the phone or cut off abruptly. Keep your promises. Smile while speaking. People can "hear a smile" over the phone!
?
?
?
?
?
?
Handling Over The Counter Customers
?
? ? ? ? ?
Over the counter selling is one of the ways of customer servicing Over the counter selling is Personal selling Conducted in retail and some wholesale locations Customers come to the seller’s place of business generally Customer experience determines chances of customer retention and transaction volume
Some Statistics:
?
?
?
?
?
Customer expectations vary from shop to shop To customers the frontline people with whom they interact is the organization 93 percent customers will not make a second purchase if dissatisfied and will not say they are dissatisfied 96 percent customers do not complain about their dissatisfaction. 95 percent of dissatisfied customers can be won back and turned into loyal customers if their dissatisfaction is addressed timely and properly
Bullet Proof managers strategize accordingly
First Contact with Customers
?
Creates a lasting impact The Customer looks for • Specification • Consistency • Value • Communication Greeting the Customer reduces the stress
?
?
Clearly Positioning The Sales Person’s And Organization’s Service Area
?
Clearly stating the customer the service area of a counter sales person Defining the boundaries of the organization Avoiding any confrontation and misunderstanding with the customers
?
?
Dealing With The Customer
?
Showing is better than telling
Physical Touch plays a significant role in non verbal communication Other less obvious ways to get people doing something – Personally handing customers a shopping cart, basket or sales literature – Get customers to touch the product – Offering a beverage, a piece of candy, cookies or frit while they wait – Offering a product flyer, information packet, video presentation or sample
?
?
Following Up On Customer Needs
?
Customers appreciate if their needs are tended to Seldom speak out about their personal needs
?
?
Some specific ways of addressing customer needs are through : – Ensuring the customer possesses everything required to use the product – Offering to carry the merchandise to customer’s car – Responding to the customer’s urgency – Helping to reduce customer confusion – Clarifying the right method of using the product
Importance of Frontline Team
? The
customer is won or lost at first contact team reflects the company moments
? The
? Opening
Bullet-Proof Manager’s Perspective
? Greet
Customers and build instant rapport
?Greet your customers promptly ?Speak Up! ?Talk To The Customer With Your Eyes ?Smile
Bullet-Proof Manager’s Perspective
?
Apply Good Conversation Skills
? Use Ice-breakers
? Anticipate Customer’s questions ? Provide additional information ? Offer suggestions
Techniques of a Bullet-Proof Manager
? Compliment
Appropriately
?Don’t be hesitant to compliment
?Compliment sincerely ?Compliment on clothing, children, behaviour
Defining customers
?
Transactional Customers – Don’t need information or relationship – want the best price. Relationship Customers – Want you to know who they are and what they need. Information Customers – Don’t need a relationship but expect some education. Partnership Customers – Have a high relationship and high information need. They want you to be proactive , to know them well and to educate them.
?
?
?
Listening to customer
Active listening helps in understanding customer need. WHILE LISTENING……….
?
Tune out all distractions and focus totally on what your subject is saying.
?
Ask a few questions to guide the conversation if necessary. Otherwise, shut up and listen intently.
Do not interrupt. Once customers exhibit a willingness to talk, you should focus on the information they want to provide rather than trying to interject your own opinions. Don't just listen to their words. Also focus on the triad of tone, inflection and body language. Occasionally repeat what the customer has said
?
?
?
Customer driven process.
Steps: ? Target your customer.
?
Identify customer need. Define your value proposition. Win over customer. Continue the dialogue.
?
?
?
Customer Requirements - What do u want??
?
Quality: – Error free, defect free – Best compared with available or familiar Value: – Best price customer has experience or knowledge of Timeliness: – In time delivery of product or service Environment: – Supplier’s plant/office/stores are safe, clean and well organized. – Customers feel psychologically welcome and valued
?
?
?
Customer Requirements
?
?
?
Ease of Access: – There are no barriers or inconveniences between the customer and accessing product or service (hours open, location easy to find, get to right person with information etc.) – Pathway signage is clear and adequate staffing and interface resources are provided for customer’s convenience Efficiency: – Supplier offers a single point of access with the minimum number of steps possible for fulfillment of customer needs without repeat or redundancy Front Line Service Behaviors: – Front line personnel are dressed appropriate with the benchmark of their trade and make good first impression – Front line personnel are courteous and attentive with subservient / serviceful attitude – Front line personnel give customers their full attention
Customer Requirements
?
?
?
Supplier Commitment– Supplier is honest and up front with customer about all terms and conditions – Supplier treats customer as most important customer – Supplier takes responsibility when things go wrong Innovation– Supplier continuously introduces innovations and improvements to their product line. After Sales Service– Efficient, quick and hassle free after sales service.
Rating requirements - Asking Customers Directly
?
Sample Space – 25 students of our class
Feature Quality Value Ease of Access Timeliness After Sales Service Supplier Commitment Front Line Personnel Efficiency Innovation Environment Points 2.4 4.08 5.08 5.28 5.44 5.68 5.96 6.28 7.12 7.68 Max 10 10 10 10 10 10 10 10 10 10 Net Reqt 7.6 5.92 4.92 4.72 4.56 4.32 4.04 3.72 2.88 2.32 Rating 1 2 3 4 5 6 7 8 9 10
Rating
8 7 6 5 4 3 2 1 0
Q ua lit y Ti m En el in Va lu e
Rating Requirements
Rating requirements – Asking Customers Directly
Requirements
es vir s Ea on se m en of Ac t ce Fr ss on Ef tL fic ie in Su n e pp Pe cy lie r C rso om nne l m itm en Af In te t r S nov at al io es Se n rv ice
Series1
Hone Your Sales Presentation Skills
?
Baseline:
– Assess how you look and sound to others when presenting
?
Physical Skills: Nervousness Physical Skills: Inhibitions
? Control nervousness, reduce pressure, and read prospect responses so you can think more clearly ? Use your voice and body to be convincing and enthusiastic and better project your sales message ? Analyze your audience, organize your presentation and use persuasive evidence
?
?
Organization
Hone Your Sales Presentation Skills
?
Practice with visuals:
– Choose graphics that respond to your prospect’s issues, concerns, and motivators, and use them in a persuasive sales presentation One-to-One Presentation – Adapt your physical skills to a seated sales presentation Small Group Question-and-Answer Session – Apply techniques that help you think clearly under pressure, focus on prospect issues, support the relationship, and move the sale forward
References
Training / Seminar / Workshop manuals of:
?
The Capital Group, Ghana, “Accounts receivable training for collection management Dun & Bradstreet (Singapore) Pte Ltd, “Credit Management & Effective Debt Collection” Fortress Intelligence, Singapore, “Strategies to effective debt recovery”
?
?
?
Datapool (S) Pte Ltd, Singapore, “Effective debt recovery strategies”
Articles:
?
“The War for bad-loan recovery has started” James Graham,
How to become a “Bullet-Proof Manager”
Managing Customers Thank You!
doc_421526718.ppt