Customer Service GameOSAO / CHANGING PARADIGM OF EDUCATION

MARIA JUNTUNEN & ANU POKELA

Steps in Customer Service Game

Preparations

Meeting with the customer

Starting the

conversation

Getting the customer interested

in

Offering the service / product

Counter arguments

Proposing the

purchase

Complementary

(additional) sales

Actions after the purchase

Preparations The customer wants service and solutions to his problems

Usually the first impression about the facilities and people are crucial

The customer needs to feel welcomed

The facilities have to be inviting

The facilities need to be maintained many times during the day

” Great sales person has eyes even in his/her back” (Finnish expression)

Check-list for preparationsPrices and the price lists are accurate and in place

Brochures and guides are in place

Products are faultless

There are no odd nor outdated products

Displays are in order

There are no litter in the facilities

The sales persons are ready to serve the customers with smile on their faces

Meeting with the customer Meeting the customer is the beginning for the cooperation

Eye contact is the most powerful tool for interaction

Charasteristics for great sales person: reliable, expert in his sales area & easy to approach

The most important words in customer service: ”thank you, sorry, please, just a moment, I will get back to you”

The sales person has to be tidy and correct

The facilities has to be clean and fresh

Note! Non-verbal communication impacts 90% to the interaction

Tips for meeting the customer

Negative messages

•Not facing the customer•Not making the eye contact with the customer•Restlessness•Negative body language•Negative expressions•Simultaneous actions, not focusing for the customer

Positive messages

•Facing the customer•Focusing for the customer•Great posture•Active and positive body language•Positive expressions & smile•Listening to the customer

Notes!•Allways remember to greet, at least with your eyes!•Make sure that you are presentable•Remember how important your body language is!

Starting the conversation Great sales person is

◦ active◦ allert◦ offers help◦ empathic◦ polite◦ interested in the customer

Getting the customer interested in

Great sales person knows how to get the customer interested in and captures his attention

He knows his products and their best qualities

Customers dislike if the sales person is too fortcoming -> great sales person is subtle/sensitive

Offering the service / product Listen, look & ask (in finnish: 3K kuuntele, katsele & kysele)

Listen carefully what the customer is looking for

Focus on the facts that are vital for the customer

Expertise in the products that are offered are crucial

Utilize the language that the customer understands

Counter arguments Do not argue with the customer, customer is always right

The customer is testing the sales person with the counter arguments

Great sales person can always give new perspectives for the customer

Let the customer shine and give him the last word if needed

The most valuable thing is that the customer buyes and is satisfied

Proposing the purchase Great sales person

◦ Proposes the suitable product◦ Emphasizes the good qualities of the product◦ Summarizes the reasoning for the purchase◦ Encourages the customer to purchase◦ Note! For some customers it is very difficult to make the final purchase decision -> great sales person is

needed to close the deal

Complementary (additional) sales

Great sales person◦ Knows when to offer additional products or services◦ Is excited to sell!

Actions after the purchase Once the purchase decision has been made, customer wants to close the deal as soon as possible

Payment, packing & possible delivery arrangements have to be smoothly and effectively taking care of

Check-list for actions after the purchaseServe the customer untill the end

Welcome him back to the store

Say goodbye to the customer

Remember to smile & make eye contact

Be polite!

Team assingment1. Reminisce customer service situation that you remember. What has impacted you and why?

2. Describe the service situation to your team members step by step by utilizing the customer service game steps

3. Choose one of the situation and create that situation as team work

4. Create iMovie about the situatioan by using iPads (tablets)

5. Present the video to other teams

6. Other teams will give you peer feedback about your iMovie

Feedback FormSteps Feedback

Preparations

Meeting the customer

Starting the conversation

Getting the customer interested in

Offering the service / product

Counter arguments

Proposing the purchase

Complementary (additional) sales

Actions afer the purchase