Effective customer care demands a positive sales attitude
Featured in the Selling through Customer Service training manual
By Tony Gillen
Category: Sales Skills
Credit price: 3 download credits (Single user)
Good customer care is the basis of increased sales. Regular customers use their past experience of counter and telephone staff actions and attitudes as part of their decision to buy (or not to buy) more from those same staff. Customers also need the opportunity to buy presented to them in a professional and customer-friendly way. Customers, therefore, buy more than the products or services on offer – they also buy (or reject) staff attitudes and service levels. Counter and telephone staff must be aware of this and also of their own attitudes if they are to contribute to increased sales. This training activity is a mix of whole group work, syndicate discussion and individual activity.
Set the scene for this training activity by stating that staff attitudes, knowledge and skills all have an impact on sales. Participants then explore four scenarios where buyers are encouraged to buy, or discouraged from buying more, because of staff behaviour. None of the four scenarios includes offhand, rude, bored or uninterested staff. Even seemingly pleasant staff can have an adverse impact on sales. The scenarios are discussed in a group session and conclusions are drawn about what customers actually buy. A short brainstorming session brings participants back from scenarios to their own organisation. They are then asked to complete a self-analysis questionnaire on how they think their customers would rate them. Without anyone having to announce their own scores, the issues raised by the questionnaire are discussed so that participants can decide where to focus in order to improve.
Who is it for: This training activity is intended for use by trainers with their participants to decide how they measure up on staff attitudes and service level regarding customers buying products.
| Resource Type: | Activity |
| Min Group Size: | 6 |
| Max Group Size: | 12 |
| Typical Duration: | 02:00:00 |
| No of Pages: | 20 |
Resources: View standard resources for Fenman training activities
Purpose: This training activity can be used with all customer contact staff.
Download the training activity, Effective customer care demands a positive sales attitude as featured in the Fenman training manual; Selling through Customer Service