Introduction

There are many different places where your customers can buy pet supplies and related products. Today’s customers have many options for their companion animal needs, including big box stores, mass merchandisers, grocery stores and online sites. The major reason consumers shop at your pet center is because of the customer service you provide.

You are selling service, something independent pet supply stores can provide better than the big boxes. But what exactly does service mean?

Service can mean different things to different customers. To some it means saving time and money. To others, it means getting the help they need and being able to buy everything for their pet at one store.

Learning Objectives

This chapter will give you a better understanding of customer service and sales techniques. After completing this module, you should be able to:

• Demonstrate effective sales techniques.
• Explain the four types of customers and how best to serve them.
• Define elements of customer satisfaction.
• Engage different types of customers.
• Handle complaints and returns.
• Describe important components of telephone sales.

Click on the blue module navigation menu at the top of the page to access a category within the Customer Service & Sales chapter.

to view a series of pop-up windows that  that will help you understand why customer service and sales is so important.