Selling to Internal Customer

8/8/2019 Selling to Internal Customer

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THE UNIFIEDAjit Singh - 201096

Amit Sinha - 201100

Neha Vyas - 201115

Ravi Parmar - 201067

Sumeet Sharma - 201088

Yashasvini Paunikar - 201116


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GROUP NO - 3

SELLING TOINTERNAL

CUSTOMER


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Session Outline

Define Customer

Types of Customers

Internal Customer

Importance of Internal Customer

Citation

Role of Selling to Internal Customer

Impact of Internal customer on others


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Who is a CUSTOMER?

In simple terms, a customer is someone who pays forgoods or services.

To enhance our understanding and comprehension

ofcustomer, he/she is:

1) a person who buys, especially on a regular basis;

2) a person with whom one must deal.

At the end of the day customers are the sole provider of

every business, i.e. the revenue stream that pays foreverything else. You can have the best product, the bestaccountant, the best management, and so on, but you havenothing without a revenue stream.

Nothing happens until something is sold.


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Types of Customers

As we now know who is a customer, lets look at thevarious type of customers. The basic distinction ofcustomer is divided in two categories, i.e. Externaland internal customers:

1. External Customer Repeat Customer Bag-of wind Customer Solution Seeker or Clueless Customer Loyal, Discount, Impulse etc.

2. Internal Customer


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Who is an Internal Customer?

An internal customerorinternal service providercan beanyone in the organization.

An internal customer can be a co-worker, another department,

or a distributor who depends upon us to provide products orservices which in turn are utilized to create a deliverable for theexternal customer.


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They support you and make you look good to your externalcustomers.

Like external customer, internal customers don't have muchchoice.

For example, if the sales department doesn't like accounting'scredit policies, they can't fire that department and hire another.

SalesDepartment

AccountingDepartment

OperationDepartment

Interdependent


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Importance of Internal Customer

Greater external customer satisfaction.

Outstanding internal customer service is simplygood business.

Integrated working with different departments.

Well defined and common goals.

Helps in maximization of achievement withminimum inputs.


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Engineers viewed information requests from Customer ServiceRepresentatives as low priority, uninteresting, and annoying.

The cost to the company for one of the incorrect shipment wascalculated approximately $125,000 in wasted labor, materials, andother expenses. In addition, the cost of frustration and delayed

deadlines to the external customer was damaging to thecompany's reputation.

At the end of the above action, engineers understood what theCustomer Service Manager had been selling (through preaching)for years: responding to requests from Customer Service

Representatives is a priority and is good business.


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Identify ways to improve internal and external

customer service

Reduce interdepartmental miscommunication

and conflict

Support the priorities of internal customers

Focus on problems rather than personalities

Handle conflict professionally

Role of Selling to Internal Customer


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Identify internal problems which cost external

customer loyalty

Turn complaints into improvements

Work together to meet organizational goals

Improve workplace productivity and

communication


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Question

?


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ThankWYouW

Selling to Internal Customer

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