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What is having excellent customer service skills along with negotiations skills?
Wiki User
∙ 14y ago
In order to build great relationships with customers, a supplier's sales or service personnel need to build both excellent customer service skills as well as negotiation skills.
Customer service is about building rapport, understanding the customer and their needs/hopes/objections to purchase/problems with product or service and helping them resolve those in a way that is at least satisfactory, if not pleasing. The more pleased a customer is, the happier they will be to purchase more from the supplier and tell other people about how good it is.
However, the solution in most cases cannot be utmost customer happiness at any price. So, supplier personnel must negotiate to find a solution that is valued by the customer and proportionately valuable to their employer. So, they need to take account of customer needs and business needs - representing the customer within the supplier's organisation and representing the supplier with the customer.
Within the supplying organisation, personnel need to ensure decision-makers take account of legal, ethical and commercial considerations - such as sales and purchasing laws, what is reasonable and what will best protect (or least damage) the supplier's reputation, income and costs in the short, medium and long term.
Wiki User
∙ 14y ago
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