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What does after-sales service mean?

After-sales service refers to the help given to customers after they have bought a product.

Types of After-Sales services

Returns, refunds and the exchange of products

Repairs, maintenance and warranty services

A customer service hotline for customers' enquires and customers complaints.

Importance of After-Sales Services

Customers are getting more savvy and the after-sales services provided by a business often help customers to decide on what to buy and where to buy from.

If a business offers fewer services than its competitors, the business is likely to lose its customers to other competitors.

Handling Customers' Enquires and Requests

In order to handle customers enquires and requests with confidence, the salesperson must know their business operating policies. Customers who have their enquires and requests met satisfactorily are more likely to become loyal customers to the brand.

When handling customers enquires and requests, salespeople should

listen to customers carefully

clarify with them by asking questions to get a better understanding and

provide them with relevant and accurate information.

Handling Requests for the Return of Unsatisfactory Products

Sometimes, customers return products they are unhappy and unsatisfied with. If the salesperson handles the matter tactfully, they can turn an unhappy customer into a satisfied customer.

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(Service recovery is a process whereby a business takes action in response to service breakdown or failure.)

A service breakdown occurs when customers make a complaint about a product or service. Here are some common causes of customers complaints:

The service personnel are unfriendly or not helpful.

The product does not meet the customers expectations.

The advertised product is not available in the store.

A customers complaint [provides an opportunity for a business to build customers loyalty. This is because if the complaint is handled well, the customer's bad experience can be turned into a good one.]

Service recovery happens when a business is able to solve its customers' problems. Here are the 8 steps to performing service recovery.

Step 1: Listen carefully to the complaint. Give customers full attention.

Step 2: Be patient. Do not interrupt customers when they are describing their unhappiness.

Step 3: Apologise to the customers for the inconvenience caused.

Step 4: Acknowledge their feelings and assure them of help to solve the problem.

Step 5: Ask questions if more information is needed.

Step 6: Offer solutions

Step 7: Refer customers to more senior staff if unable to provide them with an acceptable solution.

Step 8: Thank the customer for bringing the problem up to your attention.

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Product Knowledge in Service Jobs:

Product knowledge means knowing a product's features and benefits. It helps staff give better service and make customers happy, so they return.

examples:

Tour guides:

Knows how to plan tours, Singapore's history, places to visit, and how to explain things well.

Waiter:

Knows the menu, what to recommend, promotions, how food is made, and services like delivery

Sales assistant:

Knows product features, benefits, how to use or care for it, what it's made of, and after-sales help

Importance of Product Knowledge:

Good product knowledge helps staff:

Give correct information

Build customer trust

Make customers happy, so they return

Presenting Product Info to Customers:

A.

1. Find out what the customer wants

ask open-ended questions (e.g. "What are you looking for?")

listen carefully

watch their body language

2. Share useful info

explain how the product meets their needs

use simple, clear language

talk about product features and benefits

3. Make it personal

give tips based on the customer's situation

be friendly and confident

B.

Presenting the Product

Goal: show the product and explain how it meets customer needs

Effective Product Presentation Tips

hold the product neatly and professionally

be confident and enthusiastic

show how to use it

let customers try it (if possible)

explain clearly and simply

ask/ answer questions well

give answers based on custoers needs

highlight key features and benefits

match the product to what the customer wants

C.

Handling Customers' Questions & Objections

during a product presentation, customers may ask questions or raise objections - this shows their interested

- use this chance to persuade them to buy

a knowledgeable salesperson can turn doubts into reasons to buy

listen carefully, understand their concerns, and give helpful info

remind them how the product meets their needs and / or wants

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Customer service refers to what businesses do for their customers so that they are happy and satisfied.

Customer service takes place when the customer walks into the store and continues after the purchase has been made and left the store.

Customer experience is a comprehensive approach of a business when a customer

interacts with salespersons, delivery persons, repair, and maintenance staff at different points.

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Approaching customers:

Customers enter stores to buy, browse, or find deals. Salespeople should make them feel welcome.

An appropriate time to approach a customer is when he or she enters the store.

If the salesperson is serving another customer, the salesperson should acknowledge the arrival of a second customer by making eye contact, smiling, and greeting the customer politely

Types of approaches:

1. Greeting approach

is when the salesperson addresses customers with a simple greeting, such as "Good morning", in a friendly or welcoming way. - usually when a customer enters the store

if customer is a regular customer, the salesperson can greet the customer by name

2. Service approach

is when the salesperson asks a polite question, such as "How may I assist you?", to indicate that the salesperson is willing to serve the customer - they should welcome these customers and serve them as quickly as possible

3. Product approach

is when instead of greeting customers and offering to serve them, salespeople could ask a question that helps move the customers from merely being interested in a product to buying it. - usually when customers are paying attention to an item or showing interest in it

In conclusion, salespeople use the greeting, service, or product approach to

make customers feel comfortable or welcome in the store so that they are likely to buy from the business

ensure customers return to the business again in the future

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The final goal of every salesperson is to complete a sale and close the customer experience positively.

Here are a few signs that a customer had a positive experience.

Customer makes remarks such as "This is exactly the item I am looking for."

Customer looks happy with the product and is not looking at other products.

The customer asks for other products that can pair well with the recently purchased product.

Salespeople should show appreciation to their customers in various ways when closing the customer experience.

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Is when a staff

manages a customer's service experience positively

understands and meets their customer's needs

knows and exceeds their customer's expectation

We need to Provide Quality Customer Service as it

encourage customers to return when they have a positive experience

encourage customers to recommend the business to others

creates customer loyalty allowing the business to grow

Skills and Quality needed for providing Quality Customer Service:

be approachable

be customer-focused

be knowledgeable

have clear communication skills

have problem-solving skills

have the ability to close the customer experience positively

examples of quality customer service,

Travel and Tourism:

Tour guide provides quality customer service by having good knowledge of the attraction and is friendly and approachable

Hospitality:

Front desk staffs of the hotel, greet the guests warmly with smiles and handles their request efficiently

Retail:

Sales staff of the computer shop can explain the different types of electronic products to the customer and introduce a suitable product to them