Administracion

1.Know who is boss. You are in business to service customer needs, and you can only do that if you know what it is your customers want. When you truly listen to your customers, they let you know whatthey want and how you can provide good service. Never forget that the customer pays our salary and makes your job possible.

2.Be a good listener. Take the time to identify customer needs byasking questions and concentrating on what the customer is really saying. Listen to their words, tone of voice, body language, and most importantly, how they feel. Beware of making assumptions - thinkingyou intuitively know what the customer wants. Do you know what three things are most important to your customer?
Effective listening and undivided attention are particularly important on the showfloor where there is a great danger of preoccupation - looking around to see to whom else we could be selling to.


3.Identify and anticipate needs. Customers don't buy products or services. They buygood feelings and solutions to problems. Most customer needs are emotional rather than logical. The more you know your customers, the better you become at anticipating their needs. Communicateregularly so that you are aware of problems or upcoming needs.

4.Make customers feel important and appreciated. Treat them as individuals. Always use their name and find ways to compliment them, but besincere. People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not youreally care about them. Thank them every time you get a chance.
On the show floor be sure that your body language conveys sincerity. Your words and actions should be congruent.


5.Help customersunderstand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient and angry. Take time...