Purpose of training is to bring change in..

Skills >how to >steps Knowledge >critical thinking >decision making Attitudes >ethics/values >behavior

Business Kisi chalaki ka nam nahi hai Business kisi great strategy ka nam nahi hai

Business kisi hoshiari ka nam nahi hai

Business hai sirf log (customer)Jab hamare customer hamse kush hote hai to hamara business apne aap age badhta hai

Business is ..
1.
2. 3.

4.
5.

Selecting right customer Presenting right product to right customer Identifying needs of customer Satisfying needs of customer Ensuring excellent service to the customer

Non users Occasional users(trial users) Regular users Loyal customer

 Friendliness Understanding Fairness Good quality product Good price Information (or demo) Good service Good profit margin
*Business success is meeting customers expectations

Bad manners Irregular visit Arguments False promise Poor appearance Staring (in case of lady customer)

*every sales person should avoid

The Customer is the businesss biggest asset The Customer pays all salaries, wages and dividends The Customer will go where s/he receives the best attention You must be your customers best choice

 Quality of a product or service is what the customer feels it is. Customer judges quality on : Responsiveness Competence Courteousness Sensitivity Consistency

 Self confidence Positive attitude Good knowledge of product, Comapany,market &customers Good communication skills Enthusiasm Discipline Passion for customer service

 90% of us make decisions about others in a few minutes.

Over 50% of our personal impact is through our appearance, our body language and facial expressions.

Self-esteem is the way we feel about ourselves. When we feel good about ourselves: We feel good about others

Our performance goes up Our relationships improve - at home & outside The whole world looks nicer There is a direct co-relation between feeling and behavior.

 Postures Gestures

Movements
Eye Contact

 Always be positive and enthusiastic Smile, be friendly Dont feel rejected when customer says no Selling starts when customer says no Try to meet a customers reasonable request Customer doesnt care if you are having a bad day You should leave your problems at home Customers expect to get what they pay for Your good attitude will make work enjoyable for you and your customers

What is Attitude? Attitude is the way we look at things. Two types of Attitudes Positive Negative

The foundation of your success is positive Attitude.

When .. : The Customer is Respected Understood Treated Genuinely, The foundations are laid for Quality Service

 Do not return anger for anger Avoid fuelling the anger Avoid arguments Be quiet and listen Dont make excuses Recognise the customers feelings Probe Solve problem Apologise whenever required