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‘The customers’ is the king’

Jawaharlal Nehru

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 Who is a consumer & customer?

• Consumer is an individual who has the

necessary purchasing power to consume good
and services.
• Customer is an individual who has the
purchasing power.

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 Types of customers.
• External Customer
• Allies
• Internal Customer

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 What customer wants?
• Knowledgeable and available staff
• Friendliness
• Convenience

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 How do customers make purchase
decision?
• Indentify the need or want
• Searching for information
• Evaluating alternatives
• Deciding to purchase

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Decision criteria for FZ16’s bike buying
Factors Points
Safety 9
Fuel efficiency 8
After sale service 8
Riding comfort 7
Financing option 8
Overall Good

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 Four tips of customer services
• Live by the Golden Rule: customers have the
gold, therefore they make the rules.
• Use the customer’s definition of quality and
service
• Convert complaints and problems into
commitment and profit.

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Five tips for handling angry customers
• Actively listen.
• Ask questions.
• Apologize when appropriate.
• Be sympathetic
• Be empathetic.

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 conclusion
Rule#1
The customer is always right!
Rule#2
If the customer ever wrong reread rule 1.
Rule# 3
If you don’t take care of the customer
somebody else will….

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Thank you

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