It's All About The Customer - How To Really Sell In Your Store
||Sep 25, 2006
Seminar on selling and handling customers' complaints for Dell's launch of their new retail venture in Dallas (TX).
Psych 101: in case you haven’t noticed people today are ‘different’ - in more of a hurry, stressed out / time poor, less polite, have a more “relaxed” conscience, don’t trust companies, stores, staff or each other!, are quicker to anger, are more demanding and less loyal; companies too are ‘different’ - less loyalty and give less latitude to employees, are driven by short term gain and not long term strategy (blame Wall Street!), value speed of decisions & execution over accuracy, are made up of people so all that we said about customers also applies! How do you deal with a customer who is ‘different’ and more prone to complaints? Why is that important to your business?
Did you know that dealing with a complaining customer can cost you a mere 1% of sales – cost of a return, a perk, service, accommodations – whereas the cost of losing them for good and/or to gain new customers to replace those that are gone can be ten times more? Eleven steps to properly dealing with the complaining customer and earning their trust for life.
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