Lesson 3: Selling the Product or Service

Customer Expectations (continued)

The following video shows a lack of integrity from these salespeople.  As you watch this video, make a list on paper of other characteristics that are lacking.


Click on the term characteristics below to see if your written list is similar.


 Characteristic  Explanation
Make the Customer Feel Important Having a personal phone conversation and making the customer wait
Prepared/Client Centered Didn’t know if he had a litre of cola
And shouted at the customer
Give and Take/ Make the Customer Feel Important Having to fill out a form and not giving money back
Flexible Not serving breakfast
Under Promise and Over Deliver Not having the rental car ready

 




Summary

  • Setting personal expectations helps you to identify goals, track your progress, and build confidence as you achieve those goals.

  • Customers have expectations of salespeople that help to build effective customer-seller relationships.  Seven characteristics (in addition to integrity) that customers expect are flexibility, mission focus, give and take, preparation, client centered, under promise and over deliver, and making the client feel important.
 
 Watch the following video on the evolution of the customer experience for ideas on customer expectations.