Matching Solutions to Customers' Needs

Matching Solutions to Customers' Needs

Delivered to Multicrane Perkasa for capacity development program

Before we start:

Let's Review a little about the expressions to approach clients/customers

Multiple Choice

Which one do you think is correct?

• Customers are purchasing the products

• Customers are purchasing the services

• Clients are purchasing the products

Multiple Choice

Which one of the following is NOT the way to approach customers/clients?

• Giving compliments

• Asking direct questions

• Get information on clients’ priorities

• Giving some solutions or alternatives

• Taking them to have lunch or dinner.

Multiple Choice

Which phrase would you choose when you want to give compliments?

• I would like to suggest you that the furniture should use wooden look

• It's better for you to take an English course

• What a phenomenal interior design!

• Oh, you shouldn’t do that.

Multiple Choice

What to do FIRST when you make an approach to customers/clients?

• Giving compliments

• Asking direct questions

• Get information on clients’ priorities

• Confirming

• Giving some solutions or alternatives

Multiple Choice

What a thing you should NOT say when approaching clients

• "Are you sure you want that instead of this?"

• "We appreciate you taking the time to let us know what you’re looking for"

• "After that, the best solution is if we set the things we have discussed earlier"

• "I will keep you updated on the newest price list"

MATCHING SOLUTIONS TO CLIENTS’ NEEDS

Before providing the right solution, you need to build a relationship and learn about your customer’s needs

LEARNING OBJECTIVES

• will be able to apply proper steps in matching solutions with customers'/clients' needs

• will be able to say proper expressions to match the solutions with customers'/clients' needs

• will be able to use preposition of time and place correctly

• will be able to say fractions in English correctly.

DISCLAIMER

• Open as many online dictionaries as possible

• Use as many references as possible

• Practice Practice Practice

HIGHLIGHTED PHRASES

• turn over

• get back to you

• in terms of

• run by (someone)

HIGHLIGHTED WORDS

• upfront

• incorporate

• reliable

• value

Multiple Choice

I like your idea for the website, but ___________ this idea by Fiona and see if she has any feedback.

• incorporate

• run

• value

Multiple Choice

This copy machine hasn’t been very __________; we’ve had to call in the service guys twice this month.

• incorporate

• reliable

• upfront

Multiple Choice

I’ll give you a few days to think about all this, and you can __________ me on Friday about it.

• turn over

• get back to

• in terms of

Multiple Choice

This printer might cost you more ________, but you’ll save money later on with ink.

• incorporate

• upfront

• value

Multiple Choice

When we customize this software, we can ________ your company colors into the interface.

• incorporate

• upfront

• value

Several techniques to offer solutions:

• Step one - give some gentle warning 

• Step two – emphasize on cost benefits or quality

• Step three – summarize the agreements

STEP ONE - GIVE SOME GENTLE WARNING 

Showing that your solutions are better than any other solution BUT instead of saying "do not do it", you say "I am not sure that's the way to go here" 

SOME PHRASES to GENTLY WARN Customers/Clients

• "I REALLY WOULDN’T RECOMMEND that type of paper for everyday printing"

• "Well, I ACTUALLY THINK THAT MIGHT CAUSE MORE PROBLEMS than it solves."

• "I know some people try that, but IT’S REALLY NOT THE BEST APPROACH."

• "I’M A BIT CONCERNED THAT you might end up spending more money that way."

STEP TWO – EMPHASIZE ON COST BENEFITS OR QUALITY

Because cost and quality are important

SOME PHRASES to focus on COST BENEFITS

• "IF YOU’RE THINKING ABOUT COST, you’re going to spend about 25% less by leasing."

• "Toner for these printers IS ABOUT HALF THE COST of the Canon machines."

• "If you buy new, rather than used, YOU’LL GET A FIVE-YEAR WARRANTY AND SPEND NOTHING ON SERVICING."

• "YOU’LL SAVE YOURSELF ABOUT FIFTY THOUSAND A YEAR with the place on Green St as opposed to the 3rd Avenue building."

Multiple Choice

The meeting starts _______ three.

• IN

• ON

• AT

Multiple Choice

We will meet the clients ________ the airport in the evening.

• IN

• ON

• AT

Multiple Choice

I was ________ work all day.

• IN

• ON

• AT

Multiple Choice

They managed to complete the work _____ two weeks.

• IN

• ON

• AT

SOME PHRASES to focus on QUALITY

• "IN TERMS OF QUALITY, this _____ (mention the product/service) has the highest consumer reports rating for the past three years"

• "YOU WILL FIND THESE _____ (mention the product/service) stay _______ (the positive adjective) longer, and they will never _______ (the negative adjectives)

• "THERE'S HONESTLY NO BETTER _____ (mention the product/service) on the market.

• "This is all organically grown, and YOU REALLY CAN'T BEAT it as far as taste and texture goes"

STEP THREE – SUMMARIZE AGREEMENT

it’s a good idea to tell the other person what you have summarized and you’re about to do next

SOME PHRASES to SUMMARIZE AGREEMENT

• "Okay, JUST TO RECAP HERE, you’ve decided to go with the 24-pound paper for printing…"

• "IF WE CAN JUST GO OVER THIS TO CONFIRM, first off, you’ll need five new vehicles…"

• "So then, HERE’S EVERYTHING WE’VE COVERED: you’d like to go with the SpeedPro option for Internet service…"

• "All right, NOW LET’S SEE WHERE WE’RE AT. We’ve got three new terminals, full installation…"

DO YOU STILL REMEMBER?

Answer the following questions

Multiple Choice

How can you gently warn someone?

• That’s a really bad idea.

• I’m really not sure that’s the best option in this situation.

• I assure you, we have a much better solution for you.

Multiple Choice

What is an effective way to emphasize cost benefits?

• I’m not sure you’ll get what you want for that price.

• If you’re looking for cheap, the P5 is definitely the way to go.

• With this printer, you’ll spend 25% less on ink.

Multiple Choice

How might you introduce a summary of agreement?

• So, let’s just recap what we’ve discussed here…

• I think now’s the time to think about next steps…

• I’m glad we both agree, so let’s write this up and get it signed…

WRITE THE RESPONSES BASED ON THE CUE

Open Ended

Cue: So, we were of thinking of going with the all-in-one machines.

Write a gentle warning that the machines are difficult to upgrade.

Open Ended

Cue: Oh I see, and you think the new Tower 900 machines are a better choice?

Write a phrase that emphasizes the cost benefits of the Tower 900 computers.

Open Ended

Cue: Okay, so they’re cheaper, but are they any good?

Now write a sentence that emphasizes the quality of the Tower 900 by saying they’re more powerful than the competition.

Open Ended

Cue: Yes, that would help alleviate our concerns.

Write a phrase that confirms that the customer is interested in the Tower 900s as long as they come with a three-year warranty.