Session by: J S Shekar, MD, Lead Hospitality

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Session by: J S Shekar, MD, Lead Hospitality

  1. 1. TM ( a group of PARTNER HOLDING LLP company ) RESEARCH SHOWS 70% of Customers Leave because They Feel Ignored by Shop Owners or Associates from the ShopBRISC-CARR Group©
  2. 2. TM( a group of PARTNER HOLDING LLP company )
  3. 3. TM( a group of PARTNER HOLDING LLP company )
  4. 4. TM( a group of PARTNER HOLDING LLP company )
  5. 5. The staff at the retail counters doesn’t use the goods they sell and have no information about the product.The folks in a Shoe store in USA are athletes. They know everythingabout running or the sport that interests you. The guys at the samebrand store in a shop in India have didn’t look anywhere close to anathlete ! They wear the brand of shoes they sell, but I’m sure only as‘store wear’. The store guy in SFO asked me what kind of runningstride I had. I had never heard of this before.The guys in the same brand shop in India did not understand thedifference between running and jogging.The brand owners have to make these sales folks use the productand ‘get into’ the brand they sell.Quote: rodinhood.com/indian retail service
  6. 6. The orientation should be ‘service’ and not ‘sales’ because sales precede great service automatically sooner or later.The Apple store in San Francisco gives you free lessons on how touse and juice Twitter or begin blogging. It’s an open classroom –just come, sit, learn and go. Nowhere do you get the feeling thatsomeone is going to sell you something. In my experience while inIndia, within a few minutes of walking into a store, someone will askyou what you want. When I answer – ‘nothing’, I get glared at!Why the hell did you ask me in the first place?Quote: rodinhood.com/indian retail service
  7. 7. - Don’t focus on looking smart yourself – make the consumer smart instead!I still remember walking into the Levis counter at Mumbai a couple of yearsback ( ******* incidentally wins my prize for the absolutely worst store…in termsof service in the world). The girls at the Levis counter were slim and pretty,chewing gum, strutting around and constantly chatting among themselveswithout a bother in the world that they had a job to do. I saw a few customers(girls and their moms) standing on the side absolutely intimidated andshadowed by these ‘modern’ girls! I asked one of these wannabe models whatwas the difference between all those red, blue and black ‘tabs’ of Levis – shelooked snidely at her partner and asked if she knew… in a tone that made mefeel like a moron. (hmmm… shouldn’t she have known in the first place)?The customers in the corner had vanished and so also had vanished valuablesales for Levis.Tell Sales people to either become models or Sales people and thus choosebetween one profession. Don’t mix them up.International brands can open as many stores as they want and stuff them uptill the walls burst, but it’s the sales folks who will make the cash register ring.Set that right first.Quote: rodinhood.com/indian retail service
  8. 8. TM( a group of PARTNER HOLDING LLP company )
  9. 9. “frontline issues have far greater impact on shopperloyalty than Store quality issues” Verde Group together with Wharton • Not being able to find a Sales Associate when needed ! • Not being helpful when confused on product – lack of product knowledge. • Being ignored; no smile, no greeting, no eye contact • Insensitivity to long check-out lines • It appeared that the sales associate actually convinces the customer not to buy, with his or her attitude ! TM ( a group of PARTNER HOLDING LLP company )
  10. 10. Retailers are looking for frontline personnel with customer handling skills; in simple terms, it means … “ all customers who walk in to a store should go back with a smile, and with a product that they are proud to have purchased, and with an intention of returning again”. TM( a group of PARTNER HOLDING LLP company )
  11. 11. a comprehensive competence in each frontline employee will help the objective…. • grooming • courteousness • attitude and approach • communication skills • upselling TM( a group of PARTNER HOLDING LLP company )
  12. 12. TM ( a group of PARTNER HOLDING LLP company ) Service Gaps: What do the Researchers Say ???BRISC-CARR Group©
  13. 13. TM ( a group of PARTNER HOLDING LLP company ) Research Shows Repeat Customers Spend 33% more in the Shop than New CustomersBRISC-CARR Group©
  14. 14. TM ( a group of PARTNER HOLDING LLP company ) Research Shows The Cost to Get ONE New Customer is the same as the Cost to Keep FIVE Existing CustomersBRISC-CARR Group©
  15. 15. TM ( a group of PARTNER HOLDING LLP company ) Research Shows It Costs 6 Times More to Sell to a New Customer than Selling the Same Thing To a Current CustomerBRISC-CARR Group©
  16. 16. “more customers are lost and average ratios of footfalls vis-a-vis purchases are lower than expected due to unfriendly customer service by a sales associate” <>And bear in mind…DISGRUNTLED SHOPPERS TALK..AND TALK..AND TALK ..leading to negative marketing of the store or restaurant. TM ( a group of PARTNER HOLDING LLP company )
  17. 17. TM ( a group of PARTNER HOLDING LLP company ) What is the right way ??BRISC-CARR Group©
  18. 18. TM ( a group of PARTNER HOLDING LLP company ) TRAINING TRAINING TRAINING A CONSISTENT, UNRELENTING LEARNING OPPORTUNITIES IS ONE KEY PATH TO SOLUTIONBRISC-CARR Group©
  19. 19. WHAT IS REQUIRED IS NOT TRAINING TO TEACH… BUT TRAINING TO LEARN. UNSKILLED STAFF REQUIRE INTERACTIVE SESSIONS THAT MAKE THEIR LEARNING A JOY. AND IF THEY ARE INVOLVED, THEY LEARN FASTER, BETTER AND THEIR OUTPUT IS GREATER. TM( a group of PARTNER HOLDING LLP company )
  20. 20. TM presenting …( a group of PARTNER HOLDING LLP company ) Approved by
  21. 21. TM ( a group of PARTNER HOLDING LLP company ) How to Greet and Smile at Customers Determine Effectively Exactly What the Customer Needs or Wants How to Be Well Groomed Developing Listening How to Skills How to maintain a Close a Sale comfortable store Skills to Communicate Handle Effectively Customer Questions and ConcernsBRISC-CARR Group©
  22. 22. BRISC-CARR Group©
  23. 23. TM ( a group of PARTNER HOLDING LLP company ) BRISC CARR Group Program Relevance Youth Wanting to Customer Enter this Service Field will Skills can Benefit be Learnt from Formal Learning BCG’s online Program and BCG’s Online the Certificate Program can of Completion be Completed will Make it in 6-8 weeks Easier to Get a JobBRISC-CARR Group©
  24. 24. TM( a group of PARTNER HOLDING LLP company )
  25. 25. TM ( a group of PARTNER HOLDING LLP company ) HELPING YOUTH GAIN A GREAT SKILL TO INFLUENCE AND SERVEBRISC-CARR Group©
  26. 26. TMBRISC-CARR Group© ( a group of PARTNER HOLDING LLP company ) • Baskin Robbins North • Planet M American • Gulf Oil • Bausch & Lomb Stores, • Samsonite Shopping • Mitsubishi Oil Stores and • Cadbury’s • Jainsons Outfits Shopping • Pantaloon Fashions Center • Mahindra & Mahindra Developers BRISC-CARR Group’s Compelling Customer Service Program© in India by Lead Hospitality
  27. 27. TMBRISC-CARR Group© ( a group of PARTNER HOLDING LLP company ) BRISC-CARR Group’s Compelling Customer Service Program© in India by Lead Hospitality
  28. 28. brought to you in India by Online Customer Service Training Program Approved byBRISC-CARR Group©
  29. 29. TM ( a group of PARTNER HOLDING LLP company ) TM LEAD HOSPITALITY [a PARTNER HOLDINGS LLP company] No.1/4, RAJAMANNAR SALAI,VIJAYARAGHAVAPURAM, SALIGRAMAM CHENNAI - 600 093 044-23724355 | 044-45579277 mail@leadhospitality.in visit us @ www.leadhospitality.in

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