Customer Orientation



Customer orientation is one of the key behavioural skills required to execute sales processes and their objectives smoothly.

 Moreover, customer orientation is crucial for overall competencies development of sales professionals.

 Especially in the present environment when the competition is extremely high and the market is consumer-driven, it is essential to be customer-oriented.

 Customer orientation is all about understanding and meeting the customer's wants and demands. Furthermore, salespeople have to be customer-centric, they should understand and identify their expectations.

 Inevitably, employees have to be self-motivated and loyal to the company to be customer service oriented.

 Trade relationship and rapport building are the main pillars of customer orientation.

 Primarily, understanding of customer's profile and attending them accordingly is crucial -
  • Business like customers
Well behaved
Talk to the point
Need to talk normally
  • Tough customers
Egoistic & aggressive
Need to listen attentively
Be suggestive
Let them ask questions
Be courteous
  • Indifferent customers
Indecisive, unsure and want reassurance
Need to ask questions
Give advice, suggestions
Give reassurance
  • Angry customers
Need to listen attentively
Be empathetic
Don't advise, give suggestions
  • Friendly customers
Talkative
Need to behave accordingly

  Understanding more about the customer -
Main concern & other staff
Payment realization
Neighbourhood

  Understanding store -
Outlet channel & type
Leading categories
Categories potential
Categories sales
Brands sales
Competition
Sales trend

 Customer orientation involves the best trade service levels -
Order booking as per schedule.
Order supply on time.
Order supply in full.
Damage & expired stock replacement.
Schemes & claims settlement.
Credit facility.

 Customer orientation involves effective market visits & retailing -
Follow sales call procedure
Follow various processes
Make structured communication
Use tools & techniques

 Customer orientation requires effective objection handling -
Follow the process
Acknowledge
Listen
Explain
Refer solutions
Close it properly

 Salesperson should have a proactive approach - they should anticipate unpredictable situations/changes and take necessary actions accordingly.

 Customer orientation involves active listening -
Be attentive
Be empathetic
Understand feelings and perspectives
Ask questions
Summarize concisely

 Customer orientation involves problem-solving -
Identify and define the root cause
Determine the list of solutions
Select the best option
Implement the best decision
Check the progress

 According to the expert's quote, "it is far easier to retain an existing customer base in comparison to adding new customers." Therefore, salespeople have to be customer-centric every time and everywhere.

 Enhance customer satisfaction level -
Conduct random survey
Conduct a comprehensive survey
Take action
Make improvements

 Customer orientation involves regular contacts, proper understanding, the fulfilment of demands, best service levels, and high standards of customer satisfaction.

Please publish your valuable comments.

Courtesy
PKGoel
 Sales Trainer
9319155888

Pkgoel_22@yahoo.co.in

Comments

  1. Ravi PandeyOctober 22, 2019 at 12:38 AM

    One of the best article, containing all relevant and necessary information on the topic!

    ReplyDelete
  2. Yashovardhan SinghOctober 22, 2019 at 4:28 AM

    These topics are very useful for me in my studies and in daily life too..
    Sir you are doing great job. Keep us notify with all your knowledge..

    ReplyDelete
  3. UnknownOctober 23, 2019 at 12:20 AM

    Excellent and useful knowledge on customer orientation.

    ReplyDelete
  4. UnknownOctober 23, 2019 at 2:09 AM

    Well defined and fruitful information, would be worth while in better performance delivery and capability enhancement too.

    ReplyDelete
  5. Vijay teyagiOctober 23, 2019 at 2:51 AM

    Excellent article

    ReplyDelete
  6. UnknownOctober 23, 2019 at 3:05 AM

    Excellent and fruitful artical for better knowledge and development for every one.

    ReplyDelete
  7. Manoj KumarOctober 23, 2019 at 3:40 AM

    Fruitful article, this is for the current scenario of market.
    Thanks for update.

    ReplyDelete
  8. Davender MishraOctober 24, 2019 at 12:34 AM

    All points have been defined in a simple manner, very useful learning on customer orientation

    ReplyDelete
  9. UnknownOctober 24, 2019 at 12:43 AM

    Excellent, customer orientation is compulsary for skills and capabilities enhancement,
    Business execution is not possible with out acquiring these attributes.

    ReplyDelete
  10. PiyeushOctober 26, 2019 at 5:43 AM

    Meaningful blog

    ReplyDelete
  11. AnonymousOctober 30, 2019 at 3:46 AM

    Excellent and good knowledge on customer orientation.

    ReplyDelete
  12. Narender BhasinOctober 30, 2019 at 4:17 AM

    Wonderful contents!

    ReplyDelete
  13. UnknownNovember 1, 2019 at 12:27 AM

    Wonderful post on orientation, covered all relevant points.

    ReplyDelete
  14. UnknownNovember 5, 2019 at 2:59 AM

    Wonderful right up, designed well and defined concisely.

    ReplyDelete
  15. C P SinghNovember 12, 2019 at 11:46 PM

    Meaningful contents, specially front line sales professionals must read and apply on workplace

    ReplyDelete
  16. UnknownNovember 26, 2019 at 2:54 AM

    Very well articulated and useful module.
    👏👏👏👏👏👏

    ReplyDelete

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