Amman, Jordan: EJABI held a seminar highlighting the importance of customer service to develop the sales plan for an organization. The seminar titled, "How to Increase Your Sales Using Customer Service," was for industrialists, managers of SMEs and the Chamber of Industry members who sought to gain insight on sales and customer service development. The seminar discussed the correlation between customer service and sales, the steps to building a sales plan and the methodology of customer service.
Dr. Yaser Abdel Hadi, Executive Director of EJABI, conducted the seminar and highlighted the role of customer service in the sales plan. He emphasized that traditional sales techniques consider customers as recipients rather than central players of the sales process; thereby making the sales teams reactive by making impersonal sales calls and waiting for customers to enter the retail shop. Instead, Dr. Abdul Hadi suggested that the sales plan should be more customer-oriented rather than product-oriented.
Creating a proactive sales plan requires several steps. The sales team must first identify their customers and their needs. Once the target audience's needs are addressed, a solid communication strategy must also be taken into consideration. For example, sales personnel must speak with the customers as intelligent and aware consumers. They must give honest promises to gain the customer's loyalty. And if they demonstrate to the customer that they are a priority by providing special offers and delivering on customer's unique requirements, the sales team will ensure that the customer will also provide positive word of mouth. Lastly, the sales team must be able to assess the expected revenue from the real and anticipated needs of the customer so that their efforts can translate into sales.
Dr. Abdel Hadi further stated, "Sales and customer service are mutually exclusive because they both deal with the customer. That is why it is essential to conduct surveys for feedback and improvement, provide real promises and deal with customers in an intelligent manner. If you want sales to work, you must work on customer service. This will ensure that your customers will come again and again."
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About EJABI
The Euro-Jordanian Advanced Business Institute, EJABI, is a non-profit organization established in 2004 supported by Amman Chamber of Industry and the Euro-Jordanian action for the development of enterprise (EJADA) as a non for profit enterprise to develop SME in the Kingdom. EJABI has a wide network with leading universities and training institutes to hold seminar to develop and enhance management skills in the Jordanian private sector with an emphasis on the development of management skills and practical knowledge.
© Press Release 2009
