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It's important for selling because it ensures that buy the good or service before they leave the store

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Dealing with objections

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Customer needs and expectations
A customer enters a restaurant and wants a 3 course meal.

They need a table and a menu to choose their dinner.

They expect high levels of customer service; friendly waiter, efficient waiter and tasty food of good quality.

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In Customer service it is extremely important to ask customers questions, it also helps to build relationships, persuade people, handle difficult situations, avoid misunderstandings, for example asking how a customer feels about their service is extremely necessary because it helps the company to know their weakness and strengths and also makes customers feel like they have a voice and that the company genuinely cares about their customers and providing the best for their customer

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building a rapport is building a relationship with customers. This is important as it may encourage repeat/ loyal customers as customers will feel they have loyalty to your company .

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Face to face

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It's important because if they don't know what products there selling to the customers then the customer wouldn't want to go back to the the store if they haven't a clue about there own brand.

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Selling Products

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Working environment: Having a clean and healthy working environment shows the customer that all members of staff know their role and are willing to provide good customer service and treat their customers fairly.
Having a good working environment will also make employees feel motivated to come to work.
To make sure all employees are ready to integrate the working environment most companies provide training to all members of staff.

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A dialogue is a conversation between two or more people , it is important to develop a dialogue with customers so we can understand their needs and expectations.

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Personal appearance: The way you dress and take care of your general appearance are important factors in personal presentation, what messages does the way you dress send to others?

For example cabin crew for Jet2  have a uniform they need to wear everyday which is red.
Hair must be tied on a bun, red lipstick must be worn and makeup.
Earrings must only be worn if they are studs and one pair per ear. Visible tattoos are also not allowed on shift.

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having a direct conversation with someone, for example when a customer needs help and asks for one member of the staff that is an example of face to face service

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Non Verbal- Is communicating without speaking such as eye contact, facial expressions etc.

Telephone- Is having a conversation with a customer over the phone

Written communication- communicating with some one by writing . In customer service a business may write a letter to a customer about something such as apology letters. Customers may write things such as a letter of complaint or to say that they are happy with a product and service

Effective listening- this is when an employee is taking to time to listen to a customer. For example they are slowly sorting out the complaint and not talking fast, they are showing empathy about a situation