Sem I Obj. 1.09 ppt
- 1. 1.09 Process the sale to complete the exchange
- 3. TELEPHONE ORDERS IN SELLING • Increase revenues • Give your phone customers instant gratification • Reach more markets – International – Remote (Not able to come to a physical store)
- 4. Importance of Speaking SLOWLY and CLEARLY • Company will LOSE CUSTOMERS if: – Customers cannot understand the telephone salesperson – Employees make regular mistakes when taking orders • Match the customers pace – Do not talk too fast or slow
- 5. Importance of ACCURACY Customer Satisfaction – If you have too many mistakes you will LOSE BUSINESS to your competitors – When a telephone customer's order includes detailed information NEED TO WRITE IT DOWN Returns based on incorrect information – Customers send back incorrectly ordered products Expense costs of Returns, Shipping, etc. ALWAYS CONFIRM you have correct information by REPEATING it BACK to the customer
- 6. What INFORMATION TO OBTAIN during Sells Telephone Order • Customer Contact Information – Customer name – Phone Number (in case you get disconnected) – Mailing Address – Payment Information (Credit Card Number, etc.) – Check the company data base for the customer contact information • What the Customer wants to Order • REPEAT information back to ensure accuracy
- 7. PROCEDURE for Processing Telephone Order 1. Answer the phone by: – Identifying your company – Giving your name – Offering help • “Thank you for calling Sports Inc., Mrs. Byers speaking; how may I help you?” 2. Obtain Customer Information – Customer Name, Phone Number and Mailing Address • Check the company’s database for the name
- 8. PROCEDURE for Processing Telephone Order 3. Process the customer’s sales order – Ask the customer what their wants and needs are – Align a product with their wants and needs – Answer any questions about the products 4. Obtain customer payment information 5. REPEAT the order back to customer 6. Thank the customer for their business