Providing Products to Customers
Customer Service
Overview
Do your palms sweat thinking about selling ? When you think of sales, does your mind conjure up images of slick-talking, manipulative, sleazy, and pushy people? If so, you may be missing a huge opportunity to be of service to your customer!
Customer focus is NOT simply a matter of providing outstanding service in response to a customer s stated needs. Customer-focused professionals listen for unstated customer needs and are able to position additional products and services that may benefit the customer.
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Performance Outcomes
As a result of participating in Providing Products to Customers, you should be able to:
- Distinguish positioning from presenting.
- Use benefits that position product and service features that are important for the customer.
- Develop and deliver Initial Value Statements that pique the customer s interest.
Activities
Activities include an interactive lecture on the distinction of positioning versus presenting and features, benefits, and differentiators; team exercise where teams use benefit statements and the Six Reasons People Buy to position effectively; and a coached role play to practice a real life situation with peer coaching.
