Comprehensive Report: Strategies for Sales Service Improvement, 2016

This report, prepared for St. Leo University, addresses the critical need for improvement in sales service. It proposes solutions based on an original scenario and interview document, highlighting key areas for enhancement. The report emphasizes the importance of improving customer service skills through staff training, focusing on clear communication, adaptability, and product knowledge. It also stresses the need for a customer-centric approach, including understanding customer needs and fostering positive work ethics. Furthermore, the report recommends strategic enhancements such as more frequent customer communication, 24/7 customer support, personalized service, and the use of surveys and webinars to gather customer feedback and build relationships. Finally, the report underscores the importance of actively soliciting and utilizing customer feedback to identify areas for improvement and continuously enhance service quality. This is crucial for maintaining a positive company image and avoiding potential reputational damage.

Running head: IMPROVEMENT IN THE SALES SERVICE 1
Improvement in the Sales Service
Mr. Ryan J. Bolton Sr.
St. Leo University
10 July 2016

IMPROVEMENT IN THE SALES SERVICE 2
Abstract
The purpose of this paper is to propose different solutions to the issues discusses in the
original scenario and interview document. I will highlight several areas that should be
addressed such as improvement with customer service skills, enhancement of customer service
strategy and the company accepting feedback.

IMPROVEMENT IN THE SALES SERVICE 3
The customer service skills need to be improved in the staff
This is related to training. For this training needs to be provided to the staff who deal with the
customers directly. They need to be trained on clear communication lines; they have to become
more adaptable to the needs of the people in the industry. Since the business is of selling the
plastic containers to the public, so sales industry has to identify that what are the needs and wants
of customers, what they aspire for, what do they look for in the product etc. then in the skills, the
staff should be taught about the work ethics. They need to understand that when they see the
problem of the customers from their own eyes, the customers feels good, they feel associated and
the customers don’t have to waste much time in explaining their problems to the staff. This saves
time, the product is sold at a faster rate and a right balance gets maintained in the sales and
profits of the company.
Then the staff has to train on the knowledge aspect, they need to have full information about the
product that they are selling. The customers trust the staff for the knowledge they have. Suppose
the staff is giving them incorrect knowledge or half knowledge about the product then it would
be very harmful for them and the company.
The image of the company gets destroyed later and the customers feel dis satisfied. So the staffs
need to have a detailed knowledge about the product so that they are able to respond to the
queries of the customers, guide them properly. This is appreciated by the customers too as they
feel that now they have complete knowledge about the product so it becomes easier for them to
take their purchase decision.

IMPROVEMENT IN THE SALES SERVICE 4
Further, the skill that the staff should possess is that they need to become thick skinned. They
need to trust the fact that whatever the customer is saying is always correct, they must not
question them or blame them if they don’t accept what the sales person says. This is due to the
reason that customers have the option of giving feedback on social networking and various other
sites and they have the power to destroy the image of the company. So they should not be
blamed, instead they should be told that whatever they believe is right, but the product contains
this feature too hat can solve their particular problem.
The company needs to enhance its strategy for the customer service
This is not related to the training needs of the company. For this the involvement of the senior
management is very important. But on the other hand those who will implement this strategy
needs training so this can be both training and non-training aspect of improvement. In this, the
company should get more personal with the customers in the sense that they should communicate
with them more often, they should send them emails, messages; give them various discounts and
offers.
They should encourage the customers to give their valuable feedback. When the customers feel
associated with the company, they tend to buy more and the sales increase. So the company
should follow this thing. Then secondly, the company has to make sure that are available for the
personal touch with the customers.
If the customers are in different time zone or in international markets so they should arrange a
customer resolution desk that is open for 24*7 so that the customers can ask their queries for
there and resolve their problems timely. Next is that the people of the company should show care
to the customers by fully meeting their needs. This involves relationship building.

IMPROVEMENT IN THE SALES SERVICE 5
The customers should be given VIP treatment and they should be appreciated for their decisions
related to purchase.
The company can also run a survey to get idea about their customers, their likes and dislikes and
wants and desires. Seminars, webinars can be created so that all the people come close to each
other and they interact. This can also be used as a sales promotion technique.
Take feedback
This is very important to be taken. Feedback helps in knowing where the company is lacking and
what all needs to be improved in the service. Also, when they give positive feedback, the
company can reward the deserving people. Feedback helps to make continuous improvements, it
helps to avoid mistakes in the future, it also helps in making the image of the company better in
the eyes of its customers.