Question

1-How should you prepare for the question-and-answer session of a presentation?

2-"The customer is always right" is not a true statement. What implications does this have for the way customers should be treated?

Answer 1

1. The question and answer session after the presentation is meant to clarify the doubts of the presentees regarding content matter of the presentation, or providing them with opportunity to ask for additional infromation which might be relevant to them, for better understvnding of the issues and helping the decision making process. The presenter should prepare the presentation in the first place, to know it inside out. If it is prepared by someone else, the presenter must try to understand it thoroughly to answer any question about it.The most common areas of concern are technical or ticklish issues which need explanation, updates on different events, future strategies not covered in the presentation, the potential impact of the subject matter of presentation on different stakeholders and presenter's stand on them.

It is better to do the homework before presentation. The preparation should include gathering of information, which is not there in the presentation, but is relevant and might be asked for. The other point is maintaining of a definite stand on the presentation, if the presenter's opinion is sought by any presentee. One should be familiar about the past events that relate to the subject matter of the presentation, which might help the presenter to see it in whole,as a big picture. It will also help the presenter to form an opinion and stand about the subjct matter and would provide a depth to the content delivery process.

2. The customers may not always be right, but their right to speak up what they feel about the product / services of the company, whether right or wrong, should be respected and protected. The customer should be listened to, in the first place, even if his /her argument is  wrong or flawed. It will help the company to assess the gaps which might have led to this situation. He /she should be tried to convince if wrong, because misconceptions might lead spread of bad word about the company in no time, hence communication is the key. The objective should be to resolve the concerns and try to turn the negative perception into positive one. a bad event might put off hundered prospective customers, hence it should be made a point that he /she leaves satisfied, if not delighted. There might be few instances where the customer is not only wrong, but also perilous, such as a shoplifter, or a eve teaser in the garb of customer, threatening to hit the salesperson in order to get away with his /her act. Such customers can't leave happy until everything is left on their disposal, which necessiates the law tom take its course.

In short, there should be no biases or preferential treatment for any customers, and all should get best treatment barring few who need legal system to take care of them.