Presentation Transcript
Slide 1: Customers Organisation The purpose of a business is to get and keep a customer…. Theodore Levitt (Marketing Guru)
Slide 2:What Is Customer Service ? Marketing means finding out the needs & wants of target customers using a combination of 4 Ps. Customer service means that we meet, and in fact DELIGHT, the customers themselves! Customer service is “what businesses do for their customers so that they will be happy and satisfied”.
In fact, DELIGHTED!!! The purpose of a business is to get and keep a customer…. Theodore Levitt (Marketing Guru)
Slide 3:What Is Customer Service ? Customer service occurs from the time the hotel guest steps through the main doors of the hotel……..
Slide 4: 1) Approaching Customers 3) Closing the sale 2) Making a sales presentation 4) Providing after-sales service
Slide 5:The Selling Process 1) Approaching Customers Looking out for customers who enter the store and walking towards them in a welcoming manner.
Examples:
Greeting approach
Service approach
Product approach
Slide 6:The Selling Process 1) Approaching Customers 2) Making a sales presentation Includes:
Finding out the needs of the customers
Presenting the product
Answering customers’ questions
Overcoming their objections
Slide 7:The Selling Process 1) Approaching Customers 3) Closing the sale 2) Making a sales presentation Here, the customers make a purchase
Slide 8:The Selling Process 1) Approaching Customers 3) Closing the sale 2) Making a sales presentation 4) Providing after-sales service Includes:
Handling returns, refunds, exchanges
Providing hotline
Proving maintenance and repair services
Handling complaints
Slide 9:FROM THE PERSEPCTIVE OF THE HOTEL GUEST!!! 1) Recogising and deciding what I need and want 3) Evaluation of alternatives 2) Search for alternatives 4) Decision to purhcase 5) Act of purchase 6) Post purchase
(!!! Don’t forget !!!)
Slide 10:Other considerations – Part 1 Customer’s purchase decision is based on:
Choice of product
Choice of brand
Choice of outlet
Decision about when and how much to buy
!!! THE ABOVE ARE DRIVEN BY CUSTOMER SERVICE !!!
Slide 11:Other considerations – Part 2 Other influences include:
Marketing Mix (4Ps – Customer Service can “enhance” Product and “Promotion”)
External environment
- Econmic
Social
Cultural
!!! THE ABOVE CAN BE PERSUADED BY CUSTOMER SERVICE !!!
Slide 12:Influences on Customer Buying Behaviour Other considerations – Part 3