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RETAIL SALES TRAINING

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FOR FLOOR EXECUTIVES …

FOR FLOOR EXECUTIVES

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  • 1. RETAIL SALES TRAINING FOR FLOOR EXECUTIVES
  • 2. INDRANIL BHADURIbuyindranil@gmail.com
  • 3. STORE PERFORMANCE DOWN!!!!!Not Making Enough Profits?Unhappy With Too Much Merchandise?Distressed About Lack Of Customers? Well…. What Are You Doing About It?
  • 4. Retail Quiz1.Do you like to sell?......Y/N2.Do you like to buy?.......Y/N3.Do you like to interact with people?.....Y/N
  • 5. Retail Quiz4.Do you mind scarifying your time for incoming customer?.....Y/N5.Do you know little accounting?.....Y/N6.Do you like to rearrange merchandise to make it more appealing to buy?....Y/N
  • 6. MAJOR INDIAN RETAILERS
  • 7. THE BRAIN or THE HEART
  • 8. What will you learn?• New ways to analyze Store Performance!!• Basic terminologies of Retail Management and operations!!• Proven and practical ways of increasing sales!!• How to use personality types and body language to your advantage!!• Career opportunities inside Retail Industry!!
  • 9. cut off a pieceThe word retail is, in fact, derived from theFrench word retailer, which means to cutoff a piece or to break bulk.
  • 10. RetailingIncludes all the activities involved in sellinggoods or services directly to the finalcustomers for personal or business use
  • 11. Retail StoreAny business enterprise whose sales volume comes primarily from retailing
  • 12. RetailingAny organisation selling to the final consumer is retailing whether they are• A Manufacturer• A whole saler• A Retailer
  • 13. 5 Minutes HISTORY OF RetailAfter 2nd world war retail industry started to grow in U.S.A.Retail is the largest private industry in the world with total sales $6.6 trillion.
  • 14. INDIA• Birth 80‘s retail outlets and supermarket• 1995 liberalization
  • 15. INDIAIn India retail is the second largest sectorafter agriculture. It provides employmentto 8 % of the total Work force of thecountry.
  • 16. INDIA• India has the largest retail density in the world• 12 million retail outlet for a population of over a 1000 million• India rank 5th among the 30 emerging retail market in developing countries
  • 17. TYPES OF RETAILER
  • 18. RETAILING FORMATS IN INDIA• MALLS• SPECIALITY STORES• DISCOUNT STORE• DEPARTMENT STORE• HYPERMARTS/SUPERMARKETS• CONVENIENCE STORE• MBO
  • 19. RETAIL SECTOR OVERVIEW IN INDIA
  • 20. FUTURE OF RETAIL IN INDIA―Every month we are opening up to 12 stores and the number till today ,has actually gone up to 239 and our overall turnover is Rs 600 crore.‖T.K. Salim ,founder― Margin Free,‖ a Kerala –based groceries and discount store
  • 21. TRENDS
  • 22. RETAIL CAREER CHART
  • 23. ―Thought to ponder‖Foreign Systems In ―Indian Context‖ – Do They Work??
  • 24. Sundar Pan Sundar Gan Annapurna Bhandar
  • 25. Get the Basics Right……..• Retailing is a hard business• The floor staff stands on its feet for up to nine hours every day.• The job of the salesperson on the floor is physically exacting and emotionally draining
  • 26. MALL OPERATION SCHEDULE• Mall Timing : 9 AM –9 PM 12 hrs• Cleaning Time : 6 AM-9AM• Diesel Delivery : 7AM-9AM• Escalator/Lift Repair : 11 PM-7 AM• Garbage Disposal : 7 AM-8AM• Electrical Breakdown : 24/7• AC Maintenance Work : 7AM-10 AM• Plumbing Work : 11 PM -7 AM
  • 27. 100 TIMES BEFORE SLEEP―PROMOTE YOUR STORE‖S NAME ,NOT THE NAME OF THE MANUFACTURER‖
  • 28. RESPECT THE FLOORSAstute Retailers Will Walk The Floors Every Day. InA Customer Service-oriented Retail Outlet, TheSupervisory Staff, Managers, Directors Or TheChairman Of The Company Will Walk The Floors.
  • 29. TableShelveCube4 way rackT stand
  • 30. Round RackRail RackShowcaseWaterfallStraight arm
  • 31. HOW TO SEGMENT YOUR STORE?......GRID
  • 32. RACK: TAIL OF AN ARROW
  • 33. Floor Treatment
  • 34. Wall treatment
  • 35. Ceiling..
  • 36. ……….Waiting Area
  • 37. Effective Listening
  • 38. 14 Characteristics of Effective Listening
  • 39. NUTS AND BOLTS20 words tomake you soundsmart as retailexecutive
  • 40. NUTS AND BOLTS1.Anchor Store2.Back Stock3. Basic Stock(flex Area)4. Back Traffic Communications5. Customer Relationship Management (CRM)
  • 41. NUTS AND BOLTS6.Facings or Fronting7.Market Basket Analytics8.Next Best Offer (NBO)9.Point of Purchase (POP)/POS10.Radio Frequency Identification (RFID)
  • 42. NUTS AND BOLTS11.Remote Maintenance Unit (RMU)12.Retail Line of Trade13.Runway14.Season Codes15.SIC Codes
  • 43. NUTS AND BOLTS16.Spinner Rack17.Sphere of Influence18.Stock-Keeping Unit (SKU)19.Store Designs20.Universal Product Code (UPC) Bar Code
  • 44. MBTI
  • 45. PERSONALITY TEST
  • 46. JUNG SQARE
  • 47. DISC
  • 48. SELF ANALYSIS CHART
  • 49. 9 PERSONALITY TYPES
  • 50. Confused?
  • 51. 4 PERSONALITY TYPE…..EASY????• Drivers• Analytical• Expressive• Amiable
  • 52. 4 PERSONALITY TYPE
  • 53. THE GLASS IS HALF FULL
  • 54. CUSTOMER TYPENon Customers(will Never Or Rarely Buy From U)Prospective Customers(could Buy From You)Near CustomersCustomers
  • 55. ENTERTAINMENT BUYERTHE NEWEST ANDFASTEST GROWINGCATEGORY OFBUYERS
  • 56. IMPORTANTSIGHT SOUND TOUCH SMELL TASTE
  • 57. HOW TO LOSE A CUSTOMER?STORE PERSON ON PHONE WHEN ASSISTANCE NEEDEDSTAFFS - DIRTY / SMELLYINCONVENIENT STORE ARRAGEMENT―STORE DON‘T HAVE WHAT I WANTED‖NO PRODUCT KNOWLEDGEWAITING IN A LONG LINE
  • 58. HOW TO LOSE A CUSTOMER?...ConADVERTISED MERCHADISE NOT ON STOCKIGNORED BY SALES EXECUTIVESALES PEOPLE ( PUSHY)NO ONE AT THE CASH COUNTER
  • 59. EXERCISE:REALITY CHECK!DURATION :1 HOURMonitor the people coming in and those whopurchased.Make a mark on a piece of paper for everyperson who comes in.For a family of five- 5 marks.After an hour, note your conversion rateFORMULA:(the number of sales you made in anhour ) // the number of customers who came in
  • 60. !!Accept it!! Talent and skill are scarce. It is sensible to hold quality staff, always. Arrogance proclaims, There are a billion Indians; we can always find another salesman.Sense states:You may find another candidate, but not a good salesman.
  • 61. THE FUNCTION OF RETAIL SALES EXECUTIVETODAY, AND EVEN TOMORROW, IS "RESALE "NOT SELLING!In other words ..Your function is helping the retailer (and the wholesaler, too) to move his companys inventory
  • 62. 60‖ Selling Course Did you see this?(No pressure Closing Technique)• It‘s a great opening line• It‘s a great transitional line• It‘s a great closing line Repeat 3 times• Did you see this? Did you see this? Did you see this?
  • 63. SELLING VS NOT SELLINGCustomer walks in………………………. ……………….Employee: How are you today? Looking for anything special?‘‘Customer : ‗‗No,‘‘ and looks around alone.After awhile, he asks the employee, ‗‗Do you have this ?‘‘Employee: ‗‗I do, right over here.‘‘Customer: ‗‗I‘ll take it.‘‘ This is not selling
  • 64. FOX AND THE GRAPES PROJECT
  • 65. True selling is going after the whole tree, not just picking what you can reach without effort
  • 66. TOOLS FOR MEASURING SALES• ATS: Average Ticket size• UTS: Units per transaction ~The higher the number ,The Stronger the sales person
  • 67. 8 WEEKLY REPORTS1. AVERAGE CHECK—the value of each customer that day.2. NUMBER OF TRANSACTIONS (also called customer count)—the number of total sales tickets that were generated each day.3. WEEKLY SALES BY CATEGORY—your top and bottom five categories to help establish buying trends.4. WEEKLY SALES BY SALESPERSON—how much each employeecontributes to sales per week.
  • 68. 8 WEEKLY REPORTS5. YEAR-OVER-YEAR BY WEEK—how you are doing compared to the same week of the previous year.6. YEAR-OVER-YEAR TO DATE—a running total of your year-over year sales to help you see the bigger trends in sales.7. NUMBER OF UNITS PER TRANSACTION—how well your crew can up sell.8. NUMBER OF VOIDS—will alert you to a thief among your sales staff.
  • 69. PLO: This rule is simple and sad4 percent of all customer who visits your store belongs to…..P:PushyL :LoudO:ObnoxiousYou will never please them!They wont buy from you!!
  • 70. UNCOVERING TIPS AND TRICKS OF THE TRADE More than 40 percent customer who enters into any retail store ACTUALLY BUY SOMETHING
  • 71. THE FIVE PARTS TO A SALE
  • 72. PART I:THE GREETING• WORDS• SPEED• ATTITUDE• Expressive• Amiable
  • 73. PART II:WINDOWS OF CONTACTWhen you walk downyour street at night andnotice your neighbors‘windows are open, whatdo you do?
  • 74. PART II:WINDOWS OF CONTACTExpressive Amiable
  • 75. Part III:Your QuestionAmiableAnalyticalDriverExpressive
  • 76. PART IV: FEATURES AND BENEFITDriverAnalytical
  • 77. PART V:CLOSING WITH AN ADD ONDriverAnalyticalAnalyticalWill The Customer Buy It Or Not?
  • 78. AFTER SALES MANAGEMENT• What do customers want?• What do Sales person want?• What does the rest of business want?• Where do customers go if they don‘t come back to you?
  • 79. THE WORST QUESTIONS AND RESPONSE‗‗HOW ARE YOU TODAY?‘‘‗‗CAN I HELP YOU FIND ANYTHING?‘‘‗‗NO PROBLEM‘‘
  • 80. ROLE PLAYTry To Greet Someone Without Asking,Team 1:‗‗How Are You Today?‘‘Team 2:‗‗Can I Help You?‘‘Team 3:‗‗Anything Else?‘‘
  • 81. PAIN MANAGEMENT
  • 82. LEG PAIN MANAGEMENT
  • 83. DIRTY LITTLE TRICK OF RETAIL SALESYou Must Shop At Least Once A Month!!You Must Shop In Other Store To See What Other Business Is Doing!!
  • 84. Body language
  • 85. Body language
  • 86. Body language
  • 87. STEP 1:PAY ATTENTION TO HOW CLOSE SOMEONE IS TO YOU
  • 88. STEP 2:WATCH THEIR HEAD POSITION
  • 89. STEP 2:WATCH THEIR HEAD POSITION
  • 90. STEP3:LOOK INTO THEIR EYES
  • 91. STEP:4 SEE IF THEYRE MIRRORING YOU.
  • 92. STEP 5:CHECK THEIR ARMS.
  • 93. STEP 5:CHECK THEIR ARMS.
  • 94. STEP6:BE AWARE OF NERVOUS GESTURES
  • 95. STEP 7:WATCH THEIR FEET
  • 96. WARNING!!!• Do not judge a person solely by their body language.• Dont isolate yourself by constantly examining body language when interacting with people. Otherwise, there is no reason to gain a social upper hand anyway. This is paralysis by analysis• Do not spend too much time looking at and analyzing the other persons body language. Try to look at their face while you are talking to them
  • 97. TIPSONE Observing in CONTEXT is key to understandingbody language.TWO Keep in mind that each person has their ownunique body language called BASELINE BEHAVIORSTHREE Pay special attention to CHANGES in body language rather than the body language itself.
  • 98. SOURCEHTTP://WWW.WIKIHOW.COM/READ-BODY-LANGUAGE
  • 99. THEORY VS PRACTICALHOW CAN YOU APPLYKNOWLEDGE OF BODYLANGUAGE IN RETAILSCENARIO?
  • 100. Personal Grooming
  • 101. FundamentalHygiene Factorscan make or break a sale
  • 102. LOOKS DO MATTERRetailing is about the staffwearing clean, ironed uniforms.It is aboutshaving dailyUsing the right type and the right amount of deodorantit is aboutbright eyes and warm smiles
  • 103. It is aboutPolished shoesNo straps showing through the uniformNo hairy armpits
  • 104. shaving Shoes?
  • 105. Nails Arm pit
  • 106. Deodorant Shirt
  • 107. FundamentalHygiene Factorscan make or break a sale
  • 108. Careers in Indian Retail
  • 109. INDRANIL BHADURIbuyindranil@gmail.com