“Interactive, collaborative conversations with customers are essential for gaining critical information and insight about customers’ situations and enable salespeople to offer unique, added-value solutions for customers’ needs.” (SELL4, Cengage Learning, 82) Communication skills, to me, is the main topic within the Service Sector Management class. The reason I believe this is because in order to build trust, sale, understand the buyer, etc.–you must be able to talk to the customers. Trust-based sales communication is when you must talk with the customer rather than at them. It is a collaborative and two-way form of communication that allows buyers and sellers to better understand the need of situations and working together to create the best responses for resolving the customer’s needs. Trust-based communication is the sharing of importance between buying and selling individuals that result from the interactive process of exchanging information and ideas. With this emphasis on establishing understanding, communication is essential throughout each stage of the selling process. Effective communication skills are needed to classify buying needs and to demonstrate to buyers how a salesperson’s planned solution can satisfy those needs better than competitors. The critical capabilities for effective selling include questioning, listening, giving information, nonverbal communication, and written communication skills. Although each of these skills are needed in everyday life, they
Communication plays an important role in this line of business and it is certainly considered one of the most important facts according to Mr. Tijerino, and it is critical that a real estate agent possess good communication skills. By using these communications skills, we can see how clients can easily contact their agent and agents can contact their clients, to discuss situations without any type of trouble. During my interview I was told that some of the qualities in communication that a real estate agent must process to be successful in the business, is that an agent must have honesty, knowledge of the process and negotiation skills.
The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal
The ability to communicate is one of the key factors to have a successful business. You could offer an excellent product or service, but if you’re unable to promote your services and communicate effectively with clients and co-workers the potential for growth is limited. The principle areas of communication are: Purpose, Style and listening.
Effective communication can increase the common understanding of ethics and ideas among customers and form a base for relations and future purchases. The happier a customer feels with the company that they are purchasing from, the more often they will go back to that company and purchase more products. Groups that should be involved are all employees within the company, because the more they are involved, the more comfort there will be among the employees and the customers who will buy the product in the near future.
Both employees and customers can become confused or irritated by managers' poor interpersonal skills. Interpersonal skills are important to managers charged with building workplace trust and cooperation from staff members who are collectively accountable for furthering business goals. Imprecise and rash business communication frequently results in wasted time because of the need to revisit
In conclusion, managing communication in the organisation is important so as to perform basic functions. Managers should be effective communicators with high levels of fluency and professionalism and must be aware of the communication cycle to achieve team goals. Effective communication within the workplace like in the company’s technical office keeps the team involved in the delivery of customer focus which increases commitment to the organisation and make for a better relationship and understanding within the team. An effective communicator understands the communication process using the appropriate communication channel such as verbal, non-verbal or written communication. The correct use of the process helps to uncover barriers and determine effective preventive steps to avoid those barriers. Furthermore, within the communication cycle, it is essential to get regular feedback, which also helps evaluate and improve the communication process which in turn can be used as a basis to develop personal development plans, identify communication strength and weaknesses
Interacting with your customers is a great way to gain that trust and build that loyalty with your customers. Talking to your customers and getting to know them shows that you are interested in them and really wants to get to know the type of person they are. Also communicating with your customers will help you find out more about what they like so the sales will go pretty easy because you already know what your customers like.
The service industry interacts with our lives on a daily basis. Services can be defined as deeds, processes and performances. When considering the differences between products and services, intangibility and the fact that a service cannot be touched, tasted, viewed or tried on are terms often used (McColl-Kennedy & Kiel 2000). Services differ from goods in essentially four ways: (1) intangibility; (2) inseparability; (3) heterogeneity; (4) perishability (Kotler, Brown, Adam, Burton, Armstrong 2006). To deliver a quality service, managers also pay attention to the importance of tangibles that support service delivery as well as service delivery blueprinting. Managers must also accept that service failures occur and be able to
Communication is an area that all companies must value. If a customer has a need or want they must be able to communicate that to the company. This will allow the company to achieve optimal satisfaction with their customers. This will be beneficial to the company because with optimal customer satisfaction
When I first arrived at Robertson Electrical and Mechanical Sales and Service (REM) in Van Buren, Arkansas, I met with Mr. Butcher and we sat in his office. Mr. Butcher and I began discussing sales, past experiences, and my future in the business world. He explained his history as a salesman, and his experiences with his previous company. Mr. Butcher explained the different types of sales, such as customer centric, and product centric. Having learned the difference in economic buyers and relationship buyers, this concept made a lot of sense. Mr. Butcher explained the importance of having two ears, and one mouth. During the follow-up visit we experienced later in the evening, I saw firsthand the importance of listening. I asked various
SWOT analysis of organisation. Organisational risks register. Understanding of types of risks, probability and action required to mitigate the risk. Change management from insight into governance standard to service monitoring. Definition of commissioning cycle, social impact and value of project. Reading the mind of the commissioner.
Business communication can be defined as the process of sharing information among business professionals, prospective customers, and affiliates who are associated with an organization. The essential skills of business communications are currently in demand and highly required for the workforce for the modern workforce. To be an effective communicator is to have the ability to respond with skill, confidence, and assertiveness and is pertinent to the quality and expertise business professionals considered for employment. Hence, knowing how to communicate properly in an organizational structure requires the skill of communication necessary to interact with different levels of management. In a world
A good salesman would have various strategies to respond to given signs, increasing the probability of a successful sale. Failing to respond to the customer appropriately can almost guarantee the salesperson has failed to make a sale. Goman (2012) posted an article on Forbes titled “Knowing When to Back Off” describing an interaction she was observing between a salesman and a potential client in a bar. In a short paragraph she talks about how the salesman appeared to be doing well verbally, but he was putting the client in an uncomfortable position by sitting too close to him. The client began to inch away very slowly, and the salesman did not notice any of this. The client eventually ended up leaving the bar after excusing himself to make a phone call. The salesman failed to understand the client’s basic need of personal space, which cost him the sale. Had the salesman recognized the non-verbal message being sent by the client, the client may have stayed. So it can be seen that developing this social awareness with emotional intelligence and understanding the needs of the customer become very important for the success of a salesman. The salesman would have to know about how to react to the emotion and message being conveyed with body language and control these emotions in order to lead the dialogue in the direction which hopefully leads to a sale.
1 The tourism school, Zhejiang Gongshang University, Hangzhou, China; 2School of Business Administration, Zhejiang Gongshang University, Hangzhou, China. Email: chenjue8@yahoo.com
MOTAT is a Museum of Transport and Technology. MOTAT has a large collection of civilian and military aircrafts and land transport vehicles.