Why are You Here?Sharpen the Saw
What we will be covering?Effective Customer InteractionSelling SkillsDelighting Customers
EffectiveCustomer Interaction
An ActivityThe Greatest SalesStories Ever Told
Contents Receiving a Customer Customer Interaction – The 4 Step Process Personal appearance How to Communicate with th...
Receiving our Customers –Greeting
First Impressions You are the First point of contact with theCustomers You are the Store’s image Customers observe your...
Why should we Greet our Customer?Acknowledge their Visit to our StoreGreeting makes our Customers to feel: Welcoming Com...
Role of CSA in Greeting1stStep of receiving a Customer is to Greet them.Your Role as CSA / Cashier Greet Thank See off ...
Where do you use greetings? First point of contact Entrance Shop floor Till AisleReceiving Our Customers
Types of GreetingGood morning/afternoon/eveningNamaste (withfolded hands)Namsate “Thankyou ,pleasecome again”“Thank you fo...
Essentials of a Greeting? Be genuine Smile from the heart, do not laugh Friendly gestures Smile, stand straight, make ...
Process of Greeting A CustomerReceiving Our Customers
Approach the customer Make an eye contact with the customer Do not wait until the customer comes to you Do not invade p...
Smile at the customer Try to put a natural smile Smile has to be genuineCustomerEnters StoreApproach(Eye Contact)Smile
Acknowledge the customer to ensurethe customer is aware of you Use a gesture Nod your head Shake your head slightly Be...
Verbally greet the customer Namaste (pause) or Namaskar or GoodMorning/Afternoon/Evening Use a warm and friendly voice –...
Engaging withCustomers
Engaging – The 4 Step Process Hoshiyar - Alert and Attentive on the shop floor. Acknowledge their presence. Approach at...
Hoshiyar - Alert and AttentiveWhere …. Store Entrance – by Security Guard Near the aisle / department - CSA Till - Cash...
Acknowledging the Customer Level 1. More than 10ft - When they are faraway we should smile and nod our head Level 2. Le...
Approach at the Right time Calls you. Signals you. Looks Confused Has 2-3 things in hand. Is searching for a help or ...
While we are Assisting: ….SMILE ….Maintain an eye contact. ….Stand Straight. Use hands while explaining ….Keep a dista...
Opening Lines Must be Context based – background of ourCustomers must have nothing to do with business must to encourag...
Farmers / Village Customers:Opening Lines crops and their yields water availability rainfall fertilizers & pesticides...
If they come with children Every parent loves to talk about their Children Comment on how cute the kids are Find out ho...
Working with More Than OneCustomer Working with Customer A and Customer B Seek Verbal approval from Customer A Again se...
Thank them for their visit Ask them to visit again with Smile and noddingyour head slightly Help them to check their bil...
Role PlayCustomer Interaction
Personal Appearance -Grooming
Personal Hygiene Brushing teeth, regular bath, and mouth freefrom odor, neatly trimmed nails Hair must be short and trim...
Dress Code Store uniform is must Uniform should be Clean & ironed. Proper display of ID- Cards (if any) Clean socks ev...
Communication with theCustomers
Why Communication is important ? To understand customer’s: Needs Wants ExpectationsCommunication
Communication 7% - Words 38% - Tone & Pitch 55% - Body LanguageCommunication
What is important in communicationwith the customer? Non-Verbal Body language Verbal Words, volume, pitch and tempoCom...
Understanding theCustomersCommunication
Two ways we can understandCustomers Questioning ListeningCommunication
Questioning – Why should we askQuestions? Inviting them to talk Get basic knowledge about the Customers Voice of Custom...
Types of Questions Closed Ended Open EndedCommunication
Closed Ended Questions Definitive - Can be answered with “yes” or “no” One word answers mostly Useful for checking your...
Examples E.g. “What is the price range you are looking for?”’ E.g. Do you want a shirt or pant? E.g. Is this what you l...
Open Ended QuestionsThese questions will help in: Get a Customer to talk about the good things intheir lives (talking abo...
Examples E.g. “Tell me about the colors you like” E.g. What kind of shoes do you wear? E.g. Would you tell me more abou...
Listening-Why is it important to Listento Customers? to understand customer needs – advising themthe right product to de...
Reliance FreshActive Listening Techniques Pay attention. Show that you are listening Do Not Interrupt Provide feedback...
Pay Attention Give undivided attention Hands in front of the body Maintain Eye contact Tilted headCommunication
Show that you are listening Nod (shake your head) occasionally Smile and use other facial expressions follow body langu...
Do Not Interrupt Allow the Customer to finish. Don’t interrupt with counterarguments unlessnecessary.Communication
Provide feedback Reinforce what has been said by paraphrasing Ask questions to clarify certain points Summarize the Cus...
Answer rightly Be frank, open, and honest in your response. State your opinions respectfully. Treat the other person as...
Words that will help you Sell !! Easy Free Safety Save New Money Proven Guarantee Health Results You Your BeautifulCom...
Examples This Steam Iron is very Easy to use, just fill withwater and plug in. This Soap is Free with this Shampoo. Thi...
Handling differentTypes of Customers
Types of Customers Village Customers Town Customers Teenagers / young adults ElderlyHandling different Customers
Village Customers - Characteristics Shy / Not comfortable Seasonal Buyers Cost Conscious Curious about products Judgm...
Village Customers - Handling Need to be guided Need patience Do not judge – treat equally with othercustomers Build re...
Town Customers - Characteristics List based buying Impulse buyers Cost Conscious – quality and price comparisons Easie...
Town Customers - Handling Have information about product, price, quality,how to use, maintenance, after sales etc Explai...
Teenagers / young adults -Characteristics Window shoppers Small purchases Interest in new products – latest trends Lik...
Teenagers / young adults - Handling New promotions / offers / products Help Locating product Have information about pro...
Elderly Customers - Characteristics Looking for attention Require help in accessing products Do not want to be rushedHa...
Elderly Customers – Handling Reaching and locating products Carrying or lifting heavy productsHandling different Customers
Dealing with Queries
Do you know your Job at Saagar? What are the areas of knowledge that you aresupposed to have? What are the products & se...
Common Customer Queries Do you have….? How much is….? Where can I find…? What goes with…? Which product is better? H...
Steps in dealing with customerqueries1. Greet customer2. Evaluate query3. Answer queryDealing with Queries
Greet the customer Make an eye contact with the customer Smile at the customer Acknowledge the customer nod to ensure ...
Understand the query Is it a simple query Decide whether you can answer the query, ifYes, go ahead and help them Is que...
Answer query Stop what you are doing if you can & help them Give the customer your complete attention If the customer w...
When You Cannot Answer the Query Inform the customer that you will get theassistance Escort the customer to the person w...
Recap Receiving a Customer - Greeting Customer Interaction – The Five Step Process Personal appearance How to Communic...
How to be aSuccessful CSA using CustomerInteraction
Engaging Customers – 3 Ps1. CSAs are Personable2. CSAs make it Personal3. CSAs engage with PurposeRecap
CSAs are Personable Greet them GREAT CSAs like talking with people comfortable in approaching and addressingCustomers ...
CSAs make it Personal GREAT CSAs relate individually to eachcustomer - They know that the more personal theexperience, t...
CSAs engage with Purpose Purpose and a desired result in mind – Sale Start a small talk when a customer first entersthe ...
Role Play – In a nutshell
ScenarioEnact a situation where a Village Customer walksinto Choupal Saagar and you will have to use allthose learning fro...
Before we end this Module:Prohibited on Sales Floor No Jeans No T-shirts inside the Choupal Saagar T-shirts No long hai...
End of EffectiveCustomer Interaction
SellingSkills
Contents Engaging – The 4 Step Process Understanding the Customer Needs Customer Needs Uncovering Customer Needs: Prob...
Prerequisites of Initiating a Sale4 Steps of Engaging Alert and Attentive Acknowledge Approach AssistReceiving Customers
Understanding theCustomer Needs
Customers NeedsUnderstanding customer needs is not always asimple task, since the customer does notgenerally state what he...
Five types of needs Stated needs Real needs Unstated needs Delight needs Secret needs
UncoveringCustomers Needs
How do we Uncover needsThrough Questioning / probing techniques.The goals are: To develop an understanding of a customers...
The Structure to use for your Probing Open questions to encourage more detail and direction Specific open questions to...
Open QuestionsUse questions starting with: Who Where What When Why How
Using “Tell Me” Wonderful way to prompt Customers Gets you extra information about the Customers Strengthen the rapport...
Specific open questions to narrowdown the informationAdd to: free flowing conversation will give you more focused detail...
Now narrow it more with closedalternative questions Red or Blue? Melamine or plastic? Bone china or ordinary? Jeans or...
Closed questions to confirm needs. Checks you have understood what the Customerwants Gains commitment from the Customer ...
What steps will you take if you planning tobuy some clothes?
Customer Buying ProcessWhat is it?These are certain steps that Customers followevery time they want to buy somethingWhy sh...
Five basic stages in Buying Recognize the Need Information Search Remove the Concerns / Evaluation Purchase Decision ...
Recognize the Need Recognizes his need – to buy Fertilizers Responds to promotions/offers/discounts If something urgent...
Information Searcho Asks friends / visiting other stores / Gathersbroachers / leaflets / promotional material / freesample...
Remove the Concerns / Evaluation Checks whether the product meets his needs very simple evaluation processes – e.g. stan...
Purchase Decision a purchase is made our customer walks away happy sometimes may not be happyRecognizetheNeedInformatio...
After / Post Purchase Evaluation Customers may feel that an another SKU / brand/ shirt / shoe maybe better / cheaper Thi...
Reinforcing his buying decision Encourage him that he made the right decision Tell him that, he got the BEST Price Prod...
Role Play – Uncovering NeedsA Customer walks into the Footwear category ofyour store. You will have to probe him and findo...
The Selling Process
Why Sales Process is important? To achieve our Sales targets
The Steps of the Sales Process1. Understanding Customer Needs2. Fulfilling Customer Needs3. Offer Alternatives4. Handling ...
Step 1: Understanding CustomerNeeds Asking questions Using “Tell Me” Providing Information Types of Products Pricing ...
Step 2: Fulfilling Customer Needs Product Knowledge Features, Advantages and Benefits Demonstration / TrialFulfilling C...
Product Knowledge
Why is Product Knowledge important? Knowledge – provides clarity to Customers Helps in Overcoming Objections Strengthen...
How do you acquire ProductKnowledge Information on the Product Product presentation by vendors Training Sessions Pract...
What should you Know About OurProducts Pricing structure Styles, colors or models available How to use the product Ser...
Using Product Knowledge to SellFeatures, Advantages and BenefitsFulfilling Customer Needs
What are Features?It is a visible and physical property a productE.g. Wrinkle freeFulfilling Customer Needs
What are Advantages? An advantage is what the feature does is what you will gain by having that feature E.g. Wrinkle fr...
What are Benefits? The final Value it provides to the Customers demonstrate how our products meets the needsof the Custo...
Features Vs Advantages Vs BenefitsFeature Advantage BenefitPVC Shoe (type of shoe material) Low cost and Water resistant1....
Comparing products during yourSelling process Say that our store carries products that meetcertain minimum quality standa...
E.g. Comparing productsVirgin Plastic Ordinary Plastic1. Not recycled plastic – nochemicals added2. Free from plastic smel...
DemonstrationFulfilling Customer Needs
What is demonstration and Why todemonstrate products? It is the presentation of the functioning of theproduct to the Cust...
Demonstration Process Opening Lines Features to be demonstrated Let the Customer tryFulfilling Customer NeedsOpeningLin...
Opening Lines Begin with a Customers-Focused Statement Lines that reinforce confidence about theproduct “One of the adv...
Features to be demonstrated Show Customers yourself all the availablefeatures Explain how each Features will benefit the...
SELL Show the products features Explain its advantages Lead into the benefits for the Customer Let the Customer talkFu...
Let the Customer try Let Customers to try on themselves using theproduct E.g. Handover the remote E.g. placing batterie...
Offering AlternativesFulfilling Customer Needs
Why to Offer alternatives? Customers need choice to select from They don’t like to sold, they want to buy In case of ou...
How to Offer alternatives? Do you want A or B? Product A has got XYZ benefits and B has gotABC benefits Both are qualit...
Handling ObjectionsFulfilling Customer Needs
What is an Objection?An objection is anything the Customer says for notbuying the productFulfilling Customer Needs
Why Customers object? Customer is not convinced All or part of the presentation wasmisunderstood Unpleasant past associ...
Steps in Handling Sales Objections Listen Carefully Agree with them Separate the Objection Propose a Solution Answer ...
Listen Carefully Use active listening techniques. Dont be quick to address every question he raises. Give him time; enc...
Agree with them Restate what his concerns are Be certain that hes mentions others concerns as well E.g. You are saying ...
Separate the Objection Ask them if that is the only reason they are notmoving ahead Give them a chance to express their ...
Propose a Solution Now give them a solution E.g. It seems to me that you like this Shirt, and that youwould be intereste...
Answer the Objection Offer the products that have color, size, featuresetc that customer asking for You can also recomme...
Confirm your answer You can confirm your answers simply bycompleting your answer with a statement suchas, That answers yo...
Some ObjectionsSome Common Objections
Other Stores are cheaper & YourPrice is higher The Customer is comparing the product you areoffering with another product...
How to handle? Check the customer whether he is comparinglike to like Think about what you can give the Customerthat the...
I will think it over This tells us that the Customer does not haveany specific objection He just feels a need to slow do...
How to handle? This is the time to encourage the Customer totalk answer his doubts about the product Reassure the benef...
We don’t want that now They say that they do not need your product forsome reason or another, May be they genuinely don’...
How to handle? Assure them they don’t need to buy the productnow Ask them to just to look at the available productswith ...
My family/brother/mother/father hasto approve this Customer is hesitant to buy – not sure of hisdecision Worried about w...
How to handle?Ask them “Do you like it?” and if the answer is yesfollow up with “will you then recommend to yourfamily/bro...
Your product doesn’t have thatfeature They want to negotiate the product for a lesserprice May be an important feature t...
How to handle? Ask him what is that feature he is looking for andlet him explain how that will benefit Restate all the a...
I didn’t see this brand in the market They question the source of the product Credibility of your store and your product...
How to handle? Talk about our ITC brand Tell him, we will helpful in case if they are nothappy with the product by excha...
Add On / Up-Selling /Cross Selling
What is Add On?Adding on to the sale means getting your customerto buy more than they primary wanted. E.g. Customer came ...
What is Up-Selling?An up-sell offer is for a better (or bigger) version ofthe same product being sold – more profitablepro...
What is Cross Selling?Cross-selling generally refers to selling items thatare related or can be included with the itembein...
Why CSA should Add On / Up-Selling/ Cross Selling Increased bill value – reach your targets quickly One Point of Shoppin...
When to do Add On / Up-Selling /Cross SellingThe moment he communicated his purchasedecision on primary articleAdd On/Up-s...
Steps to follow for Add On / Up-Selling / Cross Selling Build confidence in Primary purchase Pick the right time Show t...
Build confidence in Primary purchase Summarize all benefits of the product againstthe Stated needs of the Customer State...
Pick the right time Recommend something to them once theyvecompleted their decision of buying the primarypurchaseAdd On/U...
Show that you care Highlighting special offers If they buying something that is out ofpromotion/offer, suggest them buyi...
Dont push your Customers to buy Up-Selling should be only recommendations Use statements like: We think youll like this ...
Closing the Sale
What is it? This is the process of helping our customermake a buying decision. Closing is done by summarizing all the be...
Why we should help our Customersto Close? Customers are afraid of making wrongdecisions, thinks he can get a better deal ...
Closing Techniques& ExamplesClosing the Sale
1-2-3 close Most customers want products that are: free perfect and available now customers measure our product by: ...
Examples This product is cheaper, better and more reliablethan the competition. The Shoes here are better-looking, bette...
Postpone Close Do not go for the sale now. Give them time tothink. Tell them that they probably need time toconsider the ...
Examples This is an important decision for you and I thinkyou need time to consider how important it is.Shall we discuss ...
Affordable Close - (mostly for CDSales) Find how much they can afford. Then tell thatyou try your best to get the price t...
Examples The initial costs seem high, but by the end of theyear you will save on maintenance and powerbills will be much ...
Alternative Close The alternative close works by offering morethan one alternative to the customer. The number of altern...
Examples Would you prefer the red one or the yellow one? Would you like one packet or two? Which of these three varieti...
Assumptive Close Act as if the Customer has made the decisionalready. Turn the focus of the conversation towards thenext...
Examples Can I add a suitable polish as well? What will your family say when they see it? When do you want to wear this...
Balance-sheet Close List both the benefits of the purchase (the pros)and also the costs (the cons) You can even write it...
Examples Well, although it costs this much, it will lookreally good on you and fit well to your feet size. Lets weigh th...
Best-time Close When people are delaying or saying be back,stress how now is the best time to buy. Raise seasonal effect...
Examples We only bring this new stock for the diwaliseason. Summer is coming. Do you have cotton clothes? If you were g...
Bonus Close When they are hesitant taking up a buyingdecision, offer them something unexpected Try and be sure you will ...
Examples You know, your kid is very cute and I am goingto give you batteries for free with this toy. Well, youre a good ...
Conditional Close When the other person raises an objection,make it a condition of resolving if they willing tobuy now.Cl...
Examples You say you want 32 size. If I can call up andget you one, will you take it today? If we can offer discount for...
Demonstration Close Do a great demonstration of your product thatreally makes them wow. If you cant do at your best, the...
Examples We sell power saving Fans. Let medemonstrate... You wont believe this. I didnt either when I firstsaw it. Just ...
Emotion Close Remind specific emotions. Find if they respond more to positive or negativeemotions and act accordingly. ...
Examples If you took this new Shampoo home now, howwould your Mrs feel? Does wearing these Shoes make you feel good? Pe...
IQ Close Say that intelligent people make this purchase.Closing Techniques
Examples I sold one of these to a doctor yesterday. This is a really clever decision.Closing Techniques
Exchange Policy
What is Exchange Policy? Product Exchange Policy only applies to aproduct that is defective or for some reasoncustomer is...
What is Choupal Saagar Exchangepolicy? Exchanges only under exceptionalcircumstances Exchanged within 7 days of purchase...
Conditions for Exchange Size & Style change in case of Apparel Manufacturing / Quality defect FMCG Products whose seal ...
Products that cannot be exchanged: Consumer Durables – these can be serviced bythe manufacturer’s service centre Audio C...
Warranty / Guarantee
What is the importance of Warrantyor Guarantee cards? It is like a bridge between manufacturer andcustomer for future ass...
Details that needs to be filled Name and address of the Customer Date of Purchase / Bill No Model No. / Serial No. Val...
Finally explain Customers about … How to use the product What precautions to be taken while using Terms & Conditions of...
Usage Demonstration /Vendor Installation
Points to keep in mind whenCustomer need this assistance CSA must take the complete customer contactdetails Brief custom...
Asking for Referrals
Referral Types Current Customers Referred Contacts Friends and Family Data from Partner companies Data collected duri...
When do we ask for referrals? Immediately after the Sale During the feedback session or follow up While being in touch ...
How do we ask?
What kind of details to be askedabout Referrals with our Customers?CSA should look into: Contact details Demographic Ps...
Demographic Occupation Income Age Marital Status EducationPsychographic Land ownership Vehicle ownership Mobile ph...
Role PlayA village customer walks into the store and wantsto buy something in your store. You will have tounderstand his n...
End ofSelling Skills
Delighting Customers
Why is it important to DelightCustomersLife time valueof a Customer
What is Life time value of aCustomer? It is the total revenue earned out of a customerand his/her referrals
Why this is important? The lifetime value of a customer continues evenafter he/she is not our customer anymore If each c...
How it works?1. By Selling the Product to Mr. RamJi Initial Revenue2. Monthly spent on Grocery Regular Revenue3. By Sellin...
Steps of Delighting Taking Feedback Follow-Up Issue Resolution Complaint Handling
Taking Feedback fromCustomer
Why to Take Feedback Improves our sales – products that fulfillcustomer needs Improves customer satisfaction– repeatcust...
Ways to get feedbackTaking Feedback
1. Observe the Customers What they are buying How they are buying (what is being bought withwhat products) What categor...
2. Ask the Customer - Verbalfeedback Simplest way to find out what people think of ourservice or product. You can design...
3. Questionnaires – paper feedback Most well-established feedback technique Ask them to write in a designed sheet or reg...
Escalation of Feedback Share the respective feedback with your ASI /Stock Incharge / Store Manager. Request your store m...
Take Corrective and PreventiveAction Corrective or preventive action should be takenin response to the problems that were...
Feed forward back to The Customer Follow up with the customers regarding anyaction that resulted from the customer feedba...
Follow Up
What is Follow Up?Follow up is taking some time to talk to ourCustomers about their experience of shopping: what they thi...
What is the importance of follow up? Ensures Customer is satisfied Any negative views or thoughts are removed They will...
Steps to make your Follow Upssuccessful Continue to sell Make yourself available Become a credible source of information
Continue to sell Maintain your enthusiasm for your product continue to sell the product long after the saleBecause It s...
Make Yourself Available Create three to five ways to inform yourcustomer that you are available Let your customer know t...
Become a credible source ofInformationBecome a major resource for the customer: a super directory a Super Sales Person.
How can we Keep in Touch withCustomers Thank you notes for purchases, referrals orcontinued business. An announcement of...
Issues with the Product
1. By the ITC Choupal Saagar Treat them as Complaints from Customers Take product / Customer details Original bill Tel...
2. By Manufacturers – for CD Treat them as Complaints from Customers Request them they need to contact authorizedservice...
Customer Complaint Handling
ComplaintWhat is a Complaint?A statement of dissatisfactionWhat is the First source of complaint?Feedback is first place w...
Facts of a ComplaintA survey shows that out of 100 dissatisfiedcustomers “97% don’t complain”…...” theyjust shift to the c...
Why should we handle Complaints? Turns a dissatisfied customer into a Loyal customer Gives customer the confidence that ...
Why customers do not complaint? They think that their complaint is not welcome. They think no one will listen to them. ...
Types of ComplaintsPrice “The price was incorrectly scanned” “I was charged twice for the item” “The advertised price i...
Handling Customer Complaints Listen Acknowledge the Complaint An apology to accept responsibility Isolate the Customer...
Listen Use all those Active listening techniques whiledealing customers who are complaining.Acknowledge the Complaint E....
An apology to accept responsibility Before you say anything first say that you areSorry for what had happened. E.g. Im s...
Propose multiple Solution – think ofalternatives Assure them that you will solve the problem Give them a solution that i...
Thank the Customers Thank customers for bringing this to your notice E.g. "Most customers dont take the time to complain...
Document. Document the Complaint in a register Share this particular situation with the rest of thestaff
Escalating Difficult Complaints Step 1: First Contact – CSA Step 2: Escalation to Store Manager Step 3: Referred to Sta...
End ofDelighting Customers
How to become aSuccessful CSA
Contents The Seven Deadly Sins of CSA 10 Golden rules that will make asuccessful CSA
The SevenDeadly Sins of CSA
1. Procrastination You will lose your job and career Other simple jobs like paperwork are alsoimportant for everyone of ...
2. Arrogance You can have confidence but not arrogance To succeed we must serve both our customersand company3. Lack of ...
4. Gossip No office politics – we are all same at Store No gathering on the sales floor – use breaks todiscuss your pers...
6. Inappropriateness Creating hostile workplace is completelyunacceptable Stay away from conflict7. Lack of accountabili...
10 Golden rules that will make asuccessful CSA
1. Sell to Every Single Customer You must sell to every Customer Learn from victories Analyze mistakes What did you do...
2. Focus on the Floor Imagine that youre the customer in someoneelses Store Give undivided attention to the Customers G...
3. Listen to Your Customers Pay attention Show that you are Listening Provide feedback Do not interrupt Answer rightly
4. Look professional well-groomed and dressed appropriately friendly and welcoming disposition follow all those groomin...
6. Features Must be Linked toBenefits Features don’t sell, Benefits DO Personalize the benefits to your Customer’sStated...
7. Product Knowledge is Key Strengthens the Communication skills Boosts Enthusiasm Builds confidence Helps in overcomi...
9. Know why Customer is leaving theStore without making a purchase CSA should be able to engage and establishenough of re...
10. Selling with EnthusiasmWhy it is important in Selling? Enthusiasm can give you the energy to takeaction enthusiasm k...
Techniques to keep up yourEnthusiasm at peak levels This is Your Job Set Your Own Personal Targets Try new things Use ...
Clerks, Bad Salesman and RetailProfessional
Clerk Bad Salesman Retail ProfessionalThey say, "How may I help you?" When you dont bother to listen to theanswer.when you...
An ActivityPersonal Selling Power
Role Play
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Customer experience management store managers - 04 june 09

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  • A comprehensive and in-depth presentation. If possible, pls do share with me at spevekar401@gmail.com
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  • Hi, a detailed presentation on customer service, can u please share with me at; olaitanakano@gmail.com
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  • very good presentation, can u share me at : tanto_michael@yahoo.com
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  • hi could you please share it on admin.doha@liwastores.net
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  • hi can you please share at shaifali.singh3@gmail.com..thanks!
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  • Need to finalize on the points
  • Choupal Saagar Entrance – Security Guard Greet them Making them feel welcome – bring the ref of previous topic of Greeting Help them to deposit bags at security Near the aisle / department Wish and greet them Offer help in selection Communicate offers and promotions Guide them to an other CSA Till Wish and greet them Help Customers to place the products on the Counter Ask them: Have you not found any product that you came for? Communicate discounts / promotions Offer impulse products Take feedback – about store, products, ambience, staff, service etc Thank them for their visit During their exit Thank them for their visit Ask them to visit again Offer help carrying their Bags
  • On seeing the Customer we should acknowledge their visit. It is done at 3 different levels: Level 1. More than 10ft - When they are far away When they are far away we should smile and nod our head. Level 2. Less than 10 ft - Near us When less than 10 ft we should smile, nod our head and Greet them. Level 3. Around 3 ft - Very close to us When they are very close to us, take a step back, smile, nod head, Greet them and start engaging them.
  • We need to observe customers and if needed we have to approach, most of the time take signals from customers like: Calls you. Signals you. Looks Confused Has 2-3 things in hand. Is searching for a help or for a product. Looking for signs.
  • This is simply seeing them at the Exit while they are leaving our Store, which always sends a positive opinion to our customers: Thank them for their visit and ask them to visit again with Smile and nodding your head slightly Help them to check their bill and products with Security Help them to regain their deposited baggage at Security Offer help to carry their bags to their vehicle You can also take feedback here
  • Why Communication is important to us: Understanding what a customer wants and needs makes a big difference in the shopping experience Basic expectations of the customers are: Price Quality Range Clean, tidy and safe environment The other expectations of Customers are: Being Friendly Helpful and efficient staff
  • Studies show that during interpersonal communication only 7% of the message is verbally communicated by the words used.  Of the 93% non-verbal communication:  38% is through vocal tones and 55% is through facial expressions or other body language signals.  This means that 55% of what a customer is trying to communicate is expressed through non verbal or body language.
  • What is important in communication with the customer? Visually – body language, gestures, eye contact, facial expression (in addition to appearance) Maintain body posture straight and active – this shows confidence and positive behaviour, keep your arms open do not fold your hands and stand Smile and nod head when required Show you are interested in them by making an eye contact Use your hands to explain something to your customers Vocally – words we use, volume, pitch and tempo (can you add anymore) Know your words – use simple, easy to understand and non technical words with Customers
  • Why to ask Questions? Get basic knowledge about the Customers – where have they come from, why have they come? Voice of Customer – stated and unstated needs or requirements of customers Inviting them to talk Gives understanding of what customer is looking for Builds Empathy in you – that you interested to here to help them Establishes a base for building a relationship Gives direction to the conversation
  • Customer experience management store managers - 04 june 09

    1. 1. Why are You Here?Sharpen the Saw
    2. 2. What we will be covering?Effective Customer InteractionSelling SkillsDelighting Customers
    3. 3. EffectiveCustomer Interaction
    4. 4. An ActivityThe Greatest SalesStories Ever Told
    5. 5. Contents Receiving a Customer Customer Interaction – The 4 Step Process Personal appearance How to Communicate with the customers Verbal / Non-verbal Understanding Customers – Questioning &Listening Handling Customers – Types of Customers Working with more than one Customer Dealing with queries
    6. 6. Receiving our Customers –Greeting
    7. 7. First Impressions You are the First point of contact with theCustomers You are the Store’s image Customers observe your personal grooming andgrooming of your Store Organize your display – every time a Customerleaves your aisle Clean the products on the shelf – every timeReceiving Customers
    8. 8. Why should we Greet our Customer?Acknowledge their Visit to our StoreGreeting makes our Customers to feel: Welcoming Comfortable in the Store Positive about our Store Signal of Friendly environmentReceiving Our Customers
    9. 9. Role of CSA in Greeting1stStep of receiving a Customer is to Greet them.Your Role as CSA / Cashier Greet Thank See off (farewell) our CustomersImportant: And this every time the CSAencounters a CustomerReceiving Our Customers
    10. 10. Where do you use greetings? First point of contact Entrance Shop floor Till AisleReceiving Our Customers
    11. 11. Types of GreetingGood morning/afternoon/eveningNamaste (withfolded hands)Namsate “Thankyou ,pleasecome again”“Thank you forshopping withus”Receiving Our Customers
    12. 12. Essentials of a Greeting? Be genuine Smile from the heart, do not laugh Friendly gestures Smile, stand straight, make an eye contact Acknowledgement of customer Nod your head while GreetingReceiving Our Customers
    13. 13. Process of Greeting A CustomerReceiving Our Customers
    14. 14. Approach the customer Make an eye contact with the customer Do not wait until the customer comes to you Do not invade personal body space Show that you careCustomerEnters StoreApproach(Eye Contact)
    15. 15. Smile at the customer Try to put a natural smile Smile has to be genuineCustomerEnters StoreApproach(Eye Contact)Smile
    16. 16. Acknowledge the customer to ensurethe customer is aware of you Use a gesture Nod your head Shake your head slightly Bend your neckCustomerEnters StoreApproach(Eye Contact)Smile Acknowledge
    17. 17. Verbally greet the customer Namaste (pause) or Namaskar or GoodMorning/Afternoon/Evening Use a warm and friendly voice – be careful ofthe tone of your voiceCustomerEnters StoreApproach(Eye Contact)Smile Acknowledge GreetThis should take within 0-5 Sec of Customer entry
    18. 18. Engaging withCustomers
    19. 19. Engaging – The 4 Step Process Hoshiyar - Alert and Attentive on the shop floor. Acknowledge their presence. Approach at the right time. Assist if neededInteraction with Customers
    20. 20. Hoshiyar - Alert and AttentiveWhere …. Store Entrance – by Security Guard Near the aisle / department - CSA Till - Cashier Promotion & Value Zone - CSA During the Exit - by Security GuardInteraction with Customers
    21. 21. Acknowledging the Customer Level 1. More than 10ft - When they are faraway we should smile and nod our head Level 2. Less than 10 ft - Near us should smile, nod our head and Greet our Customers Level 3. Around 3 ft - Very close to us take a step back, smile, nod head, Greet them andstart engaging with CustomersInteraction with Customers
    22. 22. Approach at the Right time Calls you. Signals you. Looks Confused Has 2-3 things in hand. Is searching for a help or for a product. Looking for signs.Interaction with Customers
    23. 23. While we are Assisting: ….SMILE ….Maintain an eye contact. ….Stand Straight. Use hands while explaining ….Keep a distance from our customers- Don’tget too close ….Offer shopping basket / trolley ….Listen to our customers ….Offer solution ….Escort them to the productInteraction with Customers
    24. 24. Opening Lines Must be Context based – background of ourCustomers must have nothing to do with business must to encourage conversation must be creative, unique, and/or special enoughto start a conversationReceiving Customers Question
    25. 25. Farmers / Village Customers:Opening Lines crops and their yields water availability rainfall fertilizers & pesticides selling of their yield – realization of money Demand of the crops in the market etc.Receiving Customers
    26. 26. If they come with children Every parent loves to talk about their Children Comment on how cute the kids are Find out how old are they Comment on how well the child speak Be careful not to guess baby’s gender (male /female)Receiving Customers
    27. 27. Working with More Than OneCustomer Working with Customer A and Customer B Seek Verbal approval from Customer A Again seek Verbal approval from Customer B Works because: you are courteous and askingfavour In most cases you will be successfulReceiving Customers
    28. 28. Thank them for their visit Ask them to visit again with Smile and noddingyour head slightly Help them to check their bill and products withSecurity Help them to regain their deposited baggage atSecurity Offer help to carry their bags to their vehicle You can also take feedback hereInteraction with Customers
    29. 29. Role PlayCustomer Interaction
    30. 30. Personal Appearance -Grooming
    31. 31. Personal Hygiene Brushing teeth, regular bath, and mouth freefrom odor, neatly trimmed nails Hair must be short and trim and properlygroomed Beards sideburns and mustaches must be cleanand neatly groomed No fancy hair colorsGrooming
    32. 32. Dress Code Store uniform is must Uniform should be Clean & ironed. Proper display of ID- Cards (if any) Clean socks every day. Shoe - clean and polished Simple belts Black shoes & socksGrooming
    33. 33. Communication with theCustomers
    34. 34. Why Communication is important ? To understand customer’s: Needs Wants ExpectationsCommunication
    35. 35. Communication 7% - Words 38% - Tone & Pitch 55% - Body LanguageCommunication
    36. 36. What is important in communicationwith the customer? Non-Verbal Body language Verbal Words, volume, pitch and tempoCommunication
    37. 37. Understanding theCustomersCommunication
    38. 38. Two ways we can understandCustomers Questioning ListeningCommunication
    39. 39. Questioning – Why should we askQuestions? Inviting them to talk Get basic knowledge about the Customers Voice of Customer (pain / need areas) Gives direction to the conversation Builds Empathy in the Customers Establishes a base for building a relationshipCommunication Back
    40. 40. Types of Questions Closed Ended Open EndedCommunication
    41. 41. Closed Ended Questions Definitive - Can be answered with “yes” or “no” One word answers mostly Useful for checking your own or customer’sunderstanding Enables you to control the conversation with theCustomerCommunication
    42. 42. Examples E.g. “What is the price range you are looking for?”’ E.g. Do you want a shirt or pant? E.g. Is this what you looking for? E.g. Do you need more clarification? E.g. Is this colour ok? E.g. What is your waist size? E.g. How many members are there in your Family? E.g. Do you have kids at home? E.g. E.g. E.g.Communication
    43. 43. Open Ended QuestionsThese questions will help in: Get a Customer to talk about the good things intheir lives (talking about theircrop/yield/realization) Getting them "interested" in talking with you Allows the customer to find their own answer –to choose the right product Builds a dialogue, in turn you can developrapport and relationship with themCommunication
    44. 44. Examples E.g. “Tell me about the colors you like” E.g. What kind of shoes do you wear? E.g. Would you tell me more about your shirt? E.g. Could you help me understand for what you buyingthese trousers for? E.g. What kind of information are you looking about thisproduct? E.g. Tell me how this problem started? E.g. Where else did you looked at for this product?Communication
    45. 45. Listening-Why is it important to Listento Customers? to understand customer needs – advising themthe right product to demonstrate to customers that youunderstand them to expect future needs customer satisfaction depends upon listeningactivelyCommunication
    46. 46. Reliance FreshActive Listening Techniques Pay attention. Show that you are listening Do Not Interrupt Provide feedback Answer rightlyCommunication
    47. 47. Pay Attention Give undivided attention Hands in front of the body Maintain Eye contact Tilted headCommunication
    48. 48. Show that you are listening Nod (shake your head) occasionally Smile and use other facial expressions follow body language tips Encourage the Customer to continue with smallverbal comments like: Yes, I understand and …..Communication
    49. 49. Do Not Interrupt Allow the Customer to finish. Don’t interrupt with counterarguments unlessnecessary.Communication
    50. 50. Provide feedback Reinforce what has been said by paraphrasing Ask questions to clarify certain points Summarize the Customer’s comments regularlyto avoid misunderstandingCommunication
    51. 51. Answer rightly Be frank, open, and honest in your response. State your opinions respectfully. Treat the other person as you would want to betreatedCommunication
    52. 52. Words that will help you Sell !! Easy Free Safety Save New Money Proven Guarantee Health Results You Your BeautifulCommunication
    53. 53. Examples This Steam Iron is very Easy to use, just fill withwater and plug in. This Soap is Free with this Shampoo. This TV has got fusible plug that acts as Safetyplug for the set. If you buy 4 of these, you will save 20 %. This is brand New model in the market. You will save Money on power bills if you buythis refrigeratorCommunication
    54. 54. Handling differentTypes of Customers
    55. 55. Types of Customers Village Customers Town Customers Teenagers / young adults ElderlyHandling different Customers
    56. 56. Village Customers - Characteristics Shy / Not comfortable Seasonal Buyers Cost Conscious Curious about products Judgmental about price and productsHandling different Customers
    57. 57. Village Customers - Handling Need to be guided Need patience Do not judge – treat equally with othercustomers Build relationship with themHandling different Customers
    58. 58. Town Customers - Characteristics List based buying Impulse buyers Cost Conscious – quality and price comparisons Easier to make an impression upon Ready to spend more if satisfied / convincedwith qualityHandling different Customers
    59. 59. Town Customers - Handling Have information about product, price, quality,how to use, maintenance, after sales etc Explain product benefits Help Locating product Advice on promotional offers To build rapportHandling different Customers
    60. 60. Teenagers / young adults -Characteristics Window shoppers Small purchases Interest in new products – latest trends Like to browse Frequent shopper – Weekly Accompanied with parents / relatives Curious to understand store and products Unplanned purchasesHandling different Customers
    61. 61. Teenagers / young adults - Handling New promotions / offers / products Help Locating product Have information about product, price, quality,how to use, maintenance, after sales etcHandling different Customers
    62. 62. Elderly Customers - Characteristics Looking for attention Require help in accessing products Do not want to be rushedHandling different Customers
    63. 63. Elderly Customers – Handling Reaching and locating products Carrying or lifting heavy productsHandling different Customers
    64. 64. Dealing with Queries
    65. 65. Do you know your Job at Saagar? What are the areas of knowledge that you aresupposed to have? What are the products & services that we deliverat Choupal Saagar?Dealing with Queries
    66. 66. Common Customer Queries Do you have….? How much is….? Where can I find…? What goes with…? Which product is better? How long will it last? When are you open? Do you provide home delivery?Dealing with Queries
    67. 67. Steps in dealing with customerqueries1. Greet customer2. Evaluate query3. Answer queryDealing with Queries
    68. 68. Greet the customer Make an eye contact with the customer Smile at the customer Acknowledge the customer nod to ensure the customer is aware of you Verbally greet the customer Namaste or Namaskar Use a warm and friendly voiceDealing with Queries
    69. 69. Understand the query Is it a simple query Decide whether you can answer the query, ifYes, go ahead and help them Is query is something more complexDealing with Queries
    70. 70. Answer query Stop what you are doing if you can & help them Give the customer your complete attention If the customer wants to know where an item islocated, escort the customer to the product, donot give direction how to reach that particularproduct or categoryDealing with Queries
    71. 71. When You Cannot Answer the Query Inform the customer that you will get theassistance Escort the customer to the person who cananswer the query Explain the customer’s query to the personproviding the assistanceDealing with Queries
    72. 72. Recap Receiving a Customer - Greeting Customer Interaction – The Five Step Process Personal appearance How to Communicate with the customers Verbal / Non-verbal Understanding Customers – Questioning &Listening Handling Customers – Types of Customers Dealing with queries
    73. 73. How to be aSuccessful CSA using CustomerInteraction
    74. 74. Engaging Customers – 3 Ps1. CSAs are Personable2. CSAs make it Personal3. CSAs engage with PurposeRecap
    75. 75. CSAs are Personable Greet them GREAT CSAs like talking with people comfortable in approaching and addressingCustomers friendly, outgoing, and good at talking to customersRecap
    76. 76. CSAs make it Personal GREAT CSAs relate individually to eachcustomer - They know that the more personal theexperience, the more productive their time spentwith the customer will be They create a relationship.Recap
    77. 77. CSAs engage with Purpose Purpose and a desired result in mind – Sale Start a small talk when a customer first entersthe store, this helps in: breaks down barriers that naturally exist betweencustomers and you what they might already owned products the occasion that brings them out shopping their name etcRecap
    78. 78. Role Play – In a nutshell
    79. 79. ScenarioEnact a situation where a Village Customer walksinto Choupal Saagar and you will have to use allthose learning from this presentation fromReceiving a Customer to Dealing with Queries.
    80. 80. Before we end this Module:Prohibited on Sales Floor No Jeans No T-shirts inside the Choupal Saagar T-shirts No long hairs / beards No long nails No Sports / athletic shoe / sandals / shorts No chewing gums/tobacco No mobile phones No sipping coffee/tea on floor No fancy belts No bell bottom trousers No Caps No braceletsRecap
    81. 81. End of EffectiveCustomer Interaction
    82. 82. SellingSkills
    83. 83. Contents Engaging – The 4 Step Process Understanding the Customer Needs Customer Needs Uncovering Customer Needs: Probing – Questioning Techniques Open / Closed Ended Questions Customer buying process The Sales Process Fulfilling Customer Needs Product Knowledge Features, Advantages and Benefits Demonstration Handling Objections Offer alternatives Add On / Up-Selling / Cross Selling Closing the Sales Closing Techniques Exchange Policy Warranty / Guarantee Asking for Referrals
    84. 84. Prerequisites of Initiating a Sale4 Steps of Engaging Alert and Attentive Acknowledge Approach AssistReceiving Customers
    85. 85. Understanding theCustomer Needs
    86. 86. Customers NeedsUnderstanding customer needs is not always asimple task, since the customer does notgenerally state what he/ she needs. It is theCSA’s task to identify what exactly the customerdesires
    87. 87. Five types of needs Stated needs Real needs Unstated needs Delight needs Secret needs
    88. 88. UncoveringCustomers Needs
    89. 89. How do we Uncover needsThrough Questioning / probing techniques.The goals are: To develop an understanding of a customerswants, needs, and desires. To develop the customers trust in youQuestion
    90. 90. The Structure to use for your Probing Open questions to encourage more detail and direction Specific open questions to narrow down the information Closed questions to confirm needs.
    91. 91. Open QuestionsUse questions starting with: Who Where What When Why How
    92. 92. Using “Tell Me” Wonderful way to prompt Customers Gets you extra information about the Customers Strengthen the rapport with your customer Tell me about the fabrics you like most. Tell me about your best Choupal Saagar purchase. Tell me more about what styles your son/husband/friendlikes. Tell me more about your favorite styles of Shirts
    93. 93. Specific open questions to narrowdown the informationAdd to: free flowing conversation will give you more focused detail What do you want Checks or Stripes pattern ofshirts Is 6-8 pm a good time to call you Who is the person for whom you are buyingthis?
    94. 94. Now narrow it more with closedalternative questions Red or Blue? Melamine or plastic? Bone china or ordinary? Jeans or corduroy?
    95. 95. Closed questions to confirm needs. Checks you have understood what the Customerwants Gains commitment from the Customer that thisis what they want or need. Picture yourself asking the Customer E.g. So are you looking for the safety of yourkids eyes?
    96. 96. What steps will you take if you planning tobuy some clothes?
    97. 97. Customer Buying ProcessWhat is it?These are certain steps that Customers followevery time they want to buy somethingWhy should we know about Customer buyingprocess?It is one of the best ways to improve sales.Understanding Customers
    98. 98. Five basic stages in Buying Recognize the Need Information Search Remove the Concerns / Evaluation Purchase Decision After / Post Purchase Evaluation
    99. 99. Recognize the Need Recognizes his need – to buy Fertilizers Responds to promotions/offers/discounts If something urgent – takes decision quickly If the need or want is a new TV – decision maytake longerRecognizetheNeedInformationSearchRemoveConcernsPurchaseDecisionPostPurchase
    100. 100. Information Searcho Asks friends / visiting other stores / Gathersbroachers / leaflets / promotional material / freesamples if anyo Most Customers value and respect personaladvice (Word Of Mouth) more than any othermediumo E.g. Buying a Mobile phoneRecognizetheNeedInformationSearchRemoveConcernsPurchaseDecisionPostPurchase
    101. 101. Remove the Concerns / Evaluation Checks whether the product meets his needs very simple evaluation processes – e.g. standardproducts sugar/salt/oil/batteries High Value purchases – CD / Apparel CSA Role in High Value Purchases provide lot of information – positive reasons to buy benefits of the product compared with the competition Demo Helps in choosing between the alternative brands, model andproductsRecognizetheNeedInformationSearchRemoveConcernsPurchaseDecisionPostPurchase
    102. 102. Purchase Decision a purchase is made our customer walks away happy sometimes may not be happyRecognizetheNeedInformationSearchRemoveConcernsPurchaseDecisionPostPurchase
    103. 103. After / Post Purchase Evaluation Customers may feel that an another SKU / brand/ shirt / shoe maybe better / cheaper Thinks that he didn’t get a right price Next time he will not purchase again, mightswitch storeRecognizetheNeedInformationSearchRemoveConcernsPurchaseDecisionPostPurchase
    104. 104. Reinforcing his buying decision Encourage him that he made the right decision Tell him that, he got the BEST Price Product will Satisfy his needs Assure them that if their wife / father / motherdoesn’t like the colour / model / design, askthem bring it back to exchange with some othercolour / model / design.RecognizetheNeedInformationSearchRemoveConcernsPurchaseDecisionPostPurchase
    105. 105. Role Play – Uncovering NeedsA Customer walks into the Footwear category ofyour store. You will have to probe him and findout what he wants to buy. You will have to startconversation and follow with the process ofquestioning that we have seen just now.
    106. 106. The Selling Process
    107. 107. Why Sales Process is important? To achieve our Sales targets
    108. 108. The Steps of the Sales Process1. Understanding Customer Needs2. Fulfilling Customer Needs3. Offer Alternatives4. Handling Objections5. Add On – Generating extra Sales6. Close the Sale
    109. 109. Step 1: Understanding CustomerNeeds Asking questions Using “Tell Me” Providing Information Types of Products Pricing Structure
    110. 110. Step 2: Fulfilling Customer Needs Product Knowledge Features, Advantages and Benefits Demonstration / TrialFulfilling Customer Needs
    111. 111. Product Knowledge
    112. 112. Why is Product Knowledge important? Knowledge – provides clarity to Customers Helps in Overcoming Objections Strengthens your Communication Skills Boosts Enthusiasm & Confidence Knowledge means more salesFulfilling Customer Needs
    113. 113. How do you acquire ProductKnowledge Information on the Product Product presentation by vendors Training Sessions Practical useFulfilling Customer Needs
    114. 114. What should you Know About OurProducts Pricing structure Styles, colors or models available How to use the product Servicing, warranty and repair information Any special manufacturing process – leading toimproved quality or performance History of the productFulfilling Customer Needs
    115. 115. Using Product Knowledge to SellFeatures, Advantages and BenefitsFulfilling Customer Needs
    116. 116. What are Features?It is a visible and physical property a productE.g. Wrinkle freeFulfilling Customer Needs
    117. 117. What are Advantages? An advantage is what the feature does is what you will gain by having that feature E.g. Wrinkle free – it will not lose its fold/crease whenused/washedFulfilling Customer Needs
    118. 118. What are Benefits? The final Value it provides to the Customers demonstrate how our products meets the needsof the Customer E.g. Easy to maintain during the dayFulfilling Customer Needs
    119. 119. Features Vs Advantages Vs BenefitsFeature Advantage BenefitPVC Shoe (type of shoe material) Low cost and Water resistant1. Customer can wear them anywhere and anytimeincluding in the farms.2. Less money spent on repairs or maintenanceWrinkle free Retains shape for long time1. Need not to worry how to maintain your clotheswhole day2. Easy to clean and maintainMercerized cotton Given shine to the cloth1. Looks new all the time.2. Become strong after the process – increases thelife of the fabricAluminum Pressure Cooker Faster conduction of heatLow cost and light in weight 1. Cooks food quick – saves time and money on gas2. Less strain for women as it is light weight3. Cheaper cost of cookerBone China Crockery Shining look and strong1. Permanent shining – need not to buy newcrockery time to time2. Tough body when compared to local madeCrockery – durableFulfilling Customer Needs
    120. 120. Comparing products during yourSelling process Say that our store carries products that meetcertain minimum quality standards If they insist, you give your opinion what eachproduct offers and their benefits in respect toCustomer needs Always say one product is better than the otherone because of certain F A B Never say, that the particular product is goodand other is a bad oneFulfilling Customer Needs
    121. 121. E.g. Comparing productsVirgin Plastic Ordinary Plastic1. Not recycled plastic – nochemicals added2. Free from plastic smell3. Safe to use for food storage4. Can be used in microwave oven5. Lasts long1. Not expensive – chemicals used toother waste plastic products2. Comes in attractive colors3. Containers not meant for Foodstorage4. Gets damaged quicklyFulfilling Customer Needs
    122. 122. DemonstrationFulfilling Customer Needs
    123. 123. What is demonstration and Why todemonstrate products? It is the presentation of the functioning of theproduct to the Customers Proves the benefits and builds confidence inproduct Increases interest to buyFulfilling Customer Needs
    124. 124. Demonstration Process Opening Lines Features to be demonstrated Let the Customer tryFulfilling Customer NeedsOpeningLinesFeaturesDemons-trationLet theCustomerTry
    125. 125. Opening Lines Begin with a Customers-Focused Statement Lines that reinforce confidence about theproduct “One of the advantages of this Plastic chair is that it isunbreakable and still flexible. .," “The unique feature of our Melamine products is that itis free from Urea... " “An other advantage of this DVD is that it has got aUSB port as well ..." “One of the benefits of this denim shirt is that itswrinkle free…..”Fulfilling Customer NeedsOpeningLinesFeaturesDemons-trationLetCustomerTry
    126. 126. Features to be demonstrated Show Customers yourself all the availablefeatures Explain how each Features will benefit them ifthey buy the product Ask questions in between: whether they like aparticular Feature, ask them how do they thinkthat particular product will be useful for them Remember SELLFulfilling Customer NeedsOpeningLinesFeaturesDemons-trationLetCustomerTry
    127. 127. SELL Show the products features Explain its advantages Lead into the benefits for the Customer Let the Customer talkFulfilling Customer NeedsOpeningLinesFeaturesDemons-trationLetCustomerTry
    128. 128. Let the Customer try Let Customers to try on themselves using theproduct E.g. Handover the remote E.g. placing batteries in a toyFulfilling Customer NeedsOpeningLinesFeaturesDemons-trationLetCustomerTry
    129. 129. Offering AlternativesFulfilling Customer Needs
    130. 130. Why to Offer alternatives? Customers need choice to select from They don’t like to sold, they want to buy In case of out of stock or discontinued stock wecan sell existing productsFulfilling Customer Needs
    131. 131. How to Offer alternatives? Do you want A or B? Product A has got XYZ benefits and B has gotABC benefits Both are quality products Ask them which one do they think best suits totheir requirementsFulfilling Customer Needs
    132. 132. Handling ObjectionsFulfilling Customer Needs
    133. 133. What is an Objection?An objection is anything the Customer says for notbuying the productFulfilling Customer Needs
    134. 134. Why Customers object? Customer is not convinced All or part of the presentation wasmisunderstood Unpleasant past associations with you or yourcompany Dislike decision making Hidden reasonFulfilling Customer Needs
    135. 135. Steps in Handling Sales Objections Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answerFulfilling Customer Needs
    136. 136. Listen Carefully Use active listening techniques. Dont be quick to address every question he raises. Give him time; encourage him to tell you the whole storybehind his concern Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answerFulfilling Customer Needs
    137. 137. Agree with them Restate what his concerns are Be certain that hes mentions others concerns as well E.g. You are saying that you like the design of this shirt butthis is not of your size and you are also saying that thebuttons are not matching with color of the shirt. That is alogical questions sir. I agree with you. Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answerFulfilling Customer Needs
    138. 138. Separate the Objection Ask them if that is the only reason they are notmoving ahead Give them a chance to express their otherconcerns. Listen to them actively. E.g. . is this only the concern with the shirt sir oranything else you didn’t like about this shirt. Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answerFulfilling Customer Needs
    139. 139. Propose a Solution Now give them a solution E.g. It seems to me that you like this Shirt, and that youwould be interested in moving ahead with this, however,youre a bit concerned with size and matching buttons. Isthat correct? (Get their agreement). I agree. So, if I canshow you how we can address this concern, to yoursatisfaction, then there would be no reason not to moveahead with this, correct?" Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answerFulfilling Customer Needs
    140. 140. Answer the Objection Offer the products that have color, size, featuresetc that customer asking for You can also recommend the same product withrevisiting the product’s benefits Assure him that this product is best suitable forthem because ---bring his needs you probed in theearlier stages Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answerFulfilling Customer Needs
    141. 141. Confirm your answer You can confirm your answers simply bycompleting your answer with a statement suchas, That answers your concern, doesnt it? Listen Carefully Agree with them Separate the Objection Propose a Solution Answer the Objection Confirm your answerFulfilling Customer Needs
    142. 142. Some ObjectionsSome Common Objections
    143. 143. Other Stores are cheaper & YourPrice is higher The Customer is comparing the product you areoffering with another product they see as similar,therefore they perceive the product being offeredby you as expensive They see the price is more than they expected.Fulfilling Customer Needs
    144. 144. How to handle? Check the customer whether he is comparinglike to like Think about what you can give the Customerthat the others can’t Talk about service – could be after sales serviceor guaranteesFulfilling Customer Needs
    145. 145. I will think it over This tells us that the Customer does not haveany specific objection He just feels a need to slow down and be carefulin his decisionFulfilling Customer Needs
    146. 146. How to handle? This is the time to encourage the Customer totalk answer his doubts about the product Reassure the benefits he gets if he buys theproductFulfilling Customer Needs
    147. 147. We don’t want that now They say that they do not need your product forsome reason or another, May be they genuinely don’t need it now you couldn’t able to fulfill their need with theexisting productFulfilling Customer Needs
    148. 148. How to handle? Assure them they don’t need to buy the productnow Ask them to just to look at the available productswith us if they have time Ask them, what is that they didn’t like about thatparticular productFulfilling Customer Needs
    149. 149. My family/brother/mother/father hasto approve this Customer is hesitant to buy – not sure of hisdecision Worried about whether if family or dad likes it?Fulfilling Customer Needs
    150. 150. How to handle?Ask them “Do you like it?” and if the answer is yesfollow up with “will you then recommend to yourfamily/brother/mother/father that we should buythis, would you like me to meet with yourfamily/brother/mother/father to help you?”Fulfilling Customer Needs
    151. 151. Your product doesn’t have thatfeature They want to negotiate the product for a lesserprice May be an important feature they are looking isnot available in that productFulfilling Customer Needs
    152. 152. How to handle? Ask him what is that feature he is looking for andlet him explain how that will benefit Restate all the available features that willcompensate the features the Customer is askingfor. Inform that particular features is available onother model, show them that particular modelFulfilling Customer Needs
    153. 153. I didn’t see this brand in the market They question the source of the product Credibility of your store and your products Simple questions is, why should I believe youFulfilling Customer Needs
    154. 154. How to handle? Talk about our ITC brand Tell him, we will helpful in case if they are nothappy with the product by exchanging with otherproduct - according the exchange policy of theStoreFulfilling Customer Needs
    155. 155. Add On / Up-Selling /Cross Selling
    156. 156. What is Add On?Adding on to the sale means getting your customerto buy more than they primary wanted. E.g. Customer came to buy one Shirt - Selling 2shirts of different colors E.g. selling 3 packs of different flavor chipsAdd On/Up-selling/Cross Selling
    157. 157. What is Up-Selling?An up-sell offer is for a better (or bigger) version ofthe same product being sold – more profitableproducts E.g. instead of 21” TV you convince him to buy29” TV E.g. CD Player to DVD PlayerAdd On/Up-selling/Cross Selling
    158. 158. What is Cross Selling?Cross-selling generally refers to selling items thatare related or can be included with the itembeing sold E.g. Suggesting a customer a Belt after hebought a Trouser E.g. A pair of socks with ShoesAdd On/Up-selling/Cross Selling
    159. 159. Why CSA should Add On / Up-Selling/ Cross Selling Increased bill value – reach your targets quickly One Point of Shopping for all needs Increase Basket sizeAdd On/Up-selling/Cross Selling
    160. 160. When to do Add On / Up-Selling /Cross SellingThe moment he communicated his purchasedecision on primary articleAdd On/Up-selling/Cross Selling
    161. 161. Steps to follow for Add On / Up-Selling / Cross Selling Build confidence in Primary purchase Pick the right time Show that you care Dont push your Customers to buyAdd On/Up-selling/Cross Selling
    162. 162. Build confidence in Primary purchase Summarize all benefits of the product againstthe Stated needs of the Customer State other benefits that will fulfill his unstatedneeds Assure customer that he is buying a rightproduct for his needsAdd On/Up-selling/Cross SellingBuild ConfidencePick the right timeShow that you careDon’t push to buy
    163. 163. Pick the right time Recommend something to them once theyvecompleted their decision of buying the primarypurchaseAdd On/Up-selling/Cross SellingBuild ConfidencePick the right timeShow that you careDon’t push to buy
    164. 164. Show that you care Highlighting special offers If they buying something that is out ofpromotion/offer, suggest them buying theproducts under promotion will save themmoney E.g. Buying two of these shirts will save them 40 %on whole Tell them that the offer for limited period and theyshould take advantage of this Tell them that the same product will cast 40 % moreafter the promotionAdd On/Up-selling/Cross SellingBuild ConfidencePick the right timeShow that you careDon’t push to buy
    165. 165. Dont push your Customers to buy Up-Selling should be only recommendations Use statements like: We think youll like this bigpack which will save you 20 %Add On/Up-selling/Cross SellingBuild ConfidencePick the right timeShow that you careDon’t push to buy
    166. 166. Closing the Sale
    167. 167. What is it? This is the process of helping our customermake a buying decision. Closing is done by summarizing all the benefitsagreed to by the Customer commitmentClosing the Sale
    168. 168. Why we should help our Customersto Close? Customers are afraid of making wrongdecisions, thinks he can get a better deal outside Its human nature to “put it off till tomorrow” ordelay the decisionClosing the Sale
    169. 169. Closing Techniques& ExamplesClosing the Sale
    170. 170. 1-2-3 close Most customers want products that are: free perfect and available now customers measure our product by: 1. Cost 2. Quality and 3. Time Sasta, Sundar, TikaoNote: Relevant to Agri/Grocery. Apparel – Sherwani. Shoes – leathers shoes
    171. 171. Examples This product is cheaper, better and more reliablethan the competition. The Shoes here are better-looking, better-madeand better-quality than those in the market. If you buy today, you will get a 10% off on theMRP.Closing Techniques
    172. 172. Postpone Close Do not go for the sale now. Give them time tothink. Tell them that they probably need time toconsider the offer you have made You can see that they are not going to decidenow. Given some more time, it is likely that they willbuy The relationship is important to youClosing Techniques
    173. 173. Examples This is an important decision for you and I thinkyou need time to consider how important it is.Shall we discuss the details further tomorrowwhen you come here? I can see youre thinking very carefully aboutthis. Shall I call you tomorrow to know yourdecision?Closing Techniques
    174. 174. Affordable Close - (mostly for CDSales) Find how much they can afford. Then tell thatyou try your best to get the price to his favor bytalking to your manager. Sell them something else they can afford. Last option: bring your price down to what theyare prepared to pay if possibleClosing Techniques
    175. 175. Examples The initial costs seem high, but by the end of theyear you will save on maintenance and powerbills will be much more. The basic model will fit into your price range. The maintenance costs on this are very low. If we can bring the price down to what you say,will you buy today?Closing Techniques
    176. 176. Alternative Close The alternative close works by offering morethan one alternative to the customer. The number of alternative should be very few -two or threeClosing Techniques
    177. 177. Examples Would you prefer the red one or the yellow one? Would you like one packet or two? Which of these three varieties seems best foryou?Closing Techniques
    178. 178. Assumptive Close Act as if the Customer has made the decisionalready. Turn the focus of the conversation towards thenext level of questions, such as how many theywant; when they want it delivered what size theyneed, and so on.Closing Techniques
    179. 179. Examples Can I add a suitable polish as well? What will your family say when they see it? When do you want to wear this?Closing Techniques
    180. 180. Balance-sheet Close List both the benefits of the purchase (the pros)and also the costs (the cons) You can even write it down like a balance sheet.Make sure the pros column is longer and moreimpressive than cons.Closing Techniques
    181. 181. Examples Well, although it costs this much, it will lookreally good on you and fit well to your feet size. Lets weigh things up. Youre not getting ..., butyou are well within your budget and willhave ..., ... and .... Hmm. Thats good!
    182. 182. Best-time Close When people are delaying or saying be back,stress how now is the best time to buy. Raise seasonal effects, such a Summer, Diwali,Summer and other holidays. Find out other personal reasons why it is good tobuy now, such as their birthday, openingschools, etc.
    183. 183. Examples We only bring this new stock for the diwaliseason. Summer is coming. Do you have cotton clothes? If you were going to start taking care of yourhealth, when would you start using this refinedoil?Closing Techniques
    184. 184. Bonus Close When they are hesitant taking up a buyingdecision, offer them something unexpected Try and be sure you will be offering will berespected by your store managerClosing Techniques
    185. 185. Examples You know, your kid is very cute and I am goingto give you batteries for free with this toy. Well, youre a good customer so I wont chargefor this pair of socks.Closing Techniques
    186. 186. Conditional Close When the other person raises an objection,make it a condition of resolving if they willing tobuy now.Closing Techniques
    187. 187. Examples You say you want 32 size. If I can call up andget you one, will you take it today? If we can offer discount for you, will you choosethis one?Closing Techniques
    188. 188. Demonstration Close Do a great demonstration of your product thatreally makes them wow. If you cant do at your best, then use a video toadd impact.Closing Techniques
    189. 189. Examples We sell power saving Fans. Let medemonstrate... You wont believe this. I didnt either when I firstsaw it. Just watch this short videoClosing Techniques
    190. 190. Emotion Close Remind specific emotions. Find if they respond more to positive or negativeemotions and act accordingly. go for positive emotions - these are usuallybetterClosing Techniques
    191. 191. Examples If you took this new Shampoo home now, howwould your Mrs feel? Does wearing these Shoes make you feel good? People who do not buy this always feel badlater.Closing Techniques
    192. 192. IQ Close Say that intelligent people make this purchase.Closing Techniques
    193. 193. Examples I sold one of these to a doctor yesterday. This is a really clever decision.Closing Techniques
    194. 194. Exchange Policy
    195. 195. What is Exchange Policy? Product Exchange Policy only applies to aproduct that is defective or for some reasoncustomer is not happy with the product.However all exchanges should be authorized bythe Store Manager.
    196. 196. What is Choupal Saagar Exchangepolicy? Exchanges only under exceptionalcircumstances Exchanged within 7 days of purchase Customer must bring original bill
    197. 197. Conditions for Exchange Size & Style change in case of Apparel Manufacturing / Quality defect FMCG Products whose seal / packaging isunopened
    198. 198. Products that cannot be exchanged: Consumer Durables – these can be serviced bythe manufacturer’s service centre Audio CD’s / Cassettes / DVD’s / VCD’s, House ware Toys Products on Sale / Discount / Promotional offers Undergarments & Inner wear Post sale Damaged / Expired products
    199. 199. Warranty / Guarantee
    200. 200. What is the importance of Warrantyor Guarantee cards? It is like a bridge between manufacturer andcustomer for future assistance Makes customers to believe in the product Helpful if there is any malfunctioning in theproduct within a certain period
    201. 201. Details that needs to be filled Name and address of the Customer Date of Purchase / Bill No Model No. / Serial No. Validity of Warranty / Guarantee Payment type (Cash / Credit card etc) Store stamp Signature of authorized person Maintaining record of Sale and Warranty in the“Warranty Register” (to be designed)
    202. 202. Finally explain Customers about … How to use the product What precautions to be taken while using Terms & Conditions of the Warranty / Service Whom to contact in case of problems Importance of Warranty card not to open / repair product on their own Extended Warranty
    203. 203. Usage Demonstration /Vendor Installation
    204. 204. Points to keep in mind whenCustomer need this assistance CSA must take the complete customer contactdetails Brief customers that company people willcontact them Follow up with Customer and company officials Take feedback from Customer visit and offerfurther help if they need
    205. 205. Asking for Referrals
    206. 206. Referral Types Current Customers Referred Contacts Friends and Family Data from Partner companies Data collected during an Event or promotion
    207. 207. When do we ask for referrals? Immediately after the Sale During the feedback session or follow up While being in touch with them
    208. 208. How do we ask?
    209. 209. What kind of details to be askedabout Referrals with our Customers?CSA should look into: Contact details Demographic Psychographic
    210. 210. Demographic Occupation Income Age Marital Status EducationPsychographic Land ownership Vehicle ownership Mobile phone model Kind of clothes / accessories Ownership of other durables
    211. 211. Role PlayA village customer walks into the store and wantsto buy something in your store. You will have tounderstand his needs, probe him, present theproduct – demo, do the add-on and close thesale using all the techniques we have discussed.
    212. 212. End ofSelling Skills
    213. 213. Delighting Customers
    214. 214. Why is it important to DelightCustomersLife time valueof a Customer
    215. 215. What is Life time value of aCustomer? It is the total revenue earned out of a customerand his/her referrals
    216. 216. Why this is important? The lifetime value of a customer continues evenafter he/she is not our customer anymore If each customer creates referrals and the chaingoes on then the lifetime value for each wouldbe very high It is more important to retain a customer not onlyfor his/her lifetime value but also because costof getting a new customers is higher
    217. 217. How it works?1. By Selling the Product to Mr. RamJi Initial Revenue2. Monthly spent on Grocery Regular Revenue3. By Selling the Grocery to Mr. RamJi’s friendsReferrals4. Monthly spent by Mr. RamJi’s friends5. Choupal Saagar to save on Marketing costs as the cost ofacquiring a customer through a referral is very low (a fewtelephone calls)Customer Acquisitioncost saving
    218. 218. Steps of Delighting Taking Feedback Follow-Up Issue Resolution Complaint Handling
    219. 219. Taking Feedback fromCustomer
    220. 220. Why to Take Feedback Improves our sales – products that fulfillcustomer needs Improves customer satisfaction– repeatcustomers Helps address or reduce customer’sdisagreement Can improve our products & price range Will help us grow our businessTaking Feedback
    221. 221. Ways to get feedbackTaking Feedback
    222. 222. 1. Observe the Customers What they are buying How they are buying (what is being bought withwhat products) What categories they are browsing and their agegroupsTaking Feedback
    223. 223. 2. Ask the Customer - Verbalfeedback Simplest way to find out what people think of ourservice or product. You can design your own set of questions foryour category Record or note them Share with your store manager and see whataction can be takenTaking Feedback
    224. 224. 3. Questionnaires – paper feedback Most well-established feedback technique Ask them to write in a designed sheet or registerwe have provided at store These give accurate, crisp, precise and amazingfacts about our storeTaking Feedback
    225. 225. Escalation of Feedback Share the respective feedback with your ASI /Stock Incharge / Store Manager. Request your store manager to take correctiveactions on the negative feedback.Taking Feedback
    226. 226. Take Corrective and PreventiveAction Corrective or preventive action should be takenin response to the problems that were identifiedduring customer feedback. This can only bedone after you have a discussion with yourmanager.Taking Feedback
    227. 227. Feed forward back to The Customer Follow up with the customers regarding anyaction that resulted from the customer feedbacksession.Taking FeedbackThank your Customers Be sure to thank the customer for taking the timeto give their comments
    228. 228. Follow Up
    229. 229. What is Follow Up?Follow up is taking some time to talk to ourCustomers about their experience of shopping: what they think of the product / service, and if you can be of any other help.
    230. 230. What is the importance of follow up? Ensures Customer is satisfied Any negative views or thoughts are removed They will appreciate you taking the time to callthem and ask about their satisfaction on duepurchase Generate repeat sales and increase customerloyalty Word of mouth publicity
    231. 231. Steps to make your Follow Upssuccessful Continue to sell Make yourself available Become a credible source of information
    232. 232. Continue to sell Maintain your enthusiasm for your product continue to sell the product long after the saleBecause It strengthens the buying decision The customer’s trust in you customer will begin to “open up” and informyou their other needs
    233. 233. Make Yourself Available Create three to five ways to inform yourcustomer that you are available Let your customer know that you are“available” anytime for anything Make an occasional telephone call or send aSMS that tells the customer that you are “there”to assist It is important NOT to sell on these occasions
    234. 234. Become a credible source ofInformationBecome a major resource for the customer: a super directory a Super Sales Person.
    235. 235. How can we Keep in Touch withCustomers Thank you notes for purchases, referrals orcontinued business. An announcement of your new product orservice Birthday or Anniversary greetings A notice of a special sale or offer. Includecoupons for customer discounts E.g. Service camp for CD / Mobiles E.g. Rainfall information
    236. 236. Issues with the Product
    237. 237. 1. By the ITC Choupal Saagar Treat them as Complaints from Customers Take product / Customer details Original bill Tell customers how long it will take to solve theproblem Call and inform them if it takes more time tosolve problem
    238. 238. 2. By Manufacturers – for CD Treat them as Complaints from Customers Request them they need to contact authorizedservice center Provide them with the contact details inform service center if they provide homeservice
    239. 239. Customer Complaint Handling
    240. 240. ComplaintWhat is a Complaint?A statement of dissatisfactionWhat is the First source of complaint?Feedback is first place where the Complaintdevelops
    241. 241. Facts of a ComplaintA survey shows that out of 100 dissatisfiedcustomers “97% don’t complain”…...” theyjust shift to the competition”
    242. 242. Why should we handle Complaints? Turns a dissatisfied customer into a Loyal customer Gives customer the confidence that complaints are wellsolved Rectify problems with products or processes to preventfuture customer dissatisfaction Reduce the risk of the same complaint reoccurring Improved product quality and service delivery Retains existing customers – repeated business Attracts new customers through positive word of mouthfrom satisfied customers
    243. 243. Why customers do not complaint? They think that their complaint is not welcome. They think no one will listen to them. Whenever they make a complaint, they are treated withsuspicion and doubt. They have tried complaining but nothing has happened. They don’t know whom to complain to Nobody is willing to take responsibility of their problem -they try and pass it from one department to another. Staff is rude. have to wait for a long time for a reply Complaining is troublesome than finding a new store.
    244. 244. Types of ComplaintsPrice “The price was incorrectly scanned” “I was charged twice for the item” “The advertised price is different to the scanned price”Availability & Range “This store does not have the product I want” “The product that was advertised is not available” “I cannot find the product”Quality “The product I bought is defective” “The Grocery items are expired”Service “That employee was rude” “No one could help me find the product I wanted” “No one solved my problem”
    245. 245. Handling Customer Complaints Listen Acknowledge the Complaint An apology to accept responsibility Isolate the Customer Propose multiple Solution – think of alternatives Thank the Customers Document
    246. 246. Listen Use all those Active listening techniques whiledealing customers who are complaining.Acknowledge the Complaint E.g. "I understand how disappointing it must havebeen ..." E.g. "I want to understand you problem, tell memore ..."
    247. 247. An apology to accept responsibility Before you say anything first say that you areSorry for what had happened. E.g. Im so sorry for what had happened" E.g. "My sincere apologies that the fabric faded”Isolate the Customer Move customers into a private place: may beback office or manager’s cabin Make them sit and offer water/Tea/Coffee Do not argue with the Customer.
    248. 248. Propose multiple Solution – think ofalternatives Assure them that you will solve the problem Give them a solution that is acceptable for both:Store and Customer Always give them choices rather single solutionfrom your side Solve the problem
    249. 249. Thank the Customers Thank customers for bringing this to your notice E.g. "Most customers dont take the time to complain-- they just tell their friends about their bad experience.Thank you for telling us first and giving us anopportunity to correct ourselves " E.g. "We are truly grateful to have the opportunity toturn the situation around and retain you as our valuedCustomer."
    250. 250. Document. Document the Complaint in a register Share this particular situation with the rest of thestaff
    251. 251. Escalating Difficult Complaints Step 1: First Contact – CSA Step 2: Escalation to Store Manager Step 3: Referred to State Retail Manager Step 4: Referred to DHQ – Operations /Category team
    252. 252. End ofDelighting Customers
    253. 253. How to become aSuccessful CSA
    254. 254. Contents The Seven Deadly Sins of CSA 10 Golden rules that will make asuccessful CSA
    255. 255. The SevenDeadly Sins of CSA
    256. 256. 1. Procrastination You will lose your job and career Other simple jobs like paperwork are alsoimportant for everyone of us Filling Guarantee / Warranty cards Feedback collection
    257. 257. 2. Arrogance You can have confidence but not arrogance To succeed we must serve both our customersand company3. Lack of interest CSA are backbone of any Store – if you loseinterest it will effect our Store and business
    258. 258. 4. Gossip No office politics – we are all same at Store No gathering on the sales floor – use breaks todiscuss your personal problems never saysomething bad / wrong about someone toanyone5. Inflexibility Be flexible and open to new ideas Everyone’s contribution is important and follow ifsomeone gives you a better idea
    259. 259. 6. Inappropriateness Creating hostile workplace is completelyunacceptable Stay away from conflict7. Lack of accountability Take responsibility for what you doing You are answerable for your job
    260. 260. 10 Golden rules that will make asuccessful CSA
    261. 261. 1. Sell to Every Single Customer You must sell to every Customer Learn from victories Analyze mistakes What did you do differently today to close thesale
    262. 262. 2. Focus on the Floor Imagine that youre the customer in someoneelses Store Give undivided attention to the Customers Give Smiling service
    263. 263. 3. Listen to Your Customers Pay attention Show that you are Listening Provide feedback Do not interrupt Answer rightly
    264. 264. 4. Look professional well-groomed and dressed appropriately friendly and welcoming disposition follow all those grooming standards areprescribed by the Company5. You Must Ask Questions Ask right questions – open and closed ended Use right words to present your product
    265. 265. 6. Features Must be Linked toBenefits Features don’t sell, Benefits DO Personalize the benefits to your Customer’sStated and Unstated needs
    266. 266. 7. Product Knowledge is Key Strengthens the Communication skills Boosts Enthusiasm Builds confidence Helps in overcoming objections8. Aim to be Unique Find something that is Unique of products, yourStore and yourself Do something differently than your competitors /other CSAs
    267. 267. 9. Know why Customer is leaving theStore without making a purchase CSA should be able to engage and establishenough of relationship with Customer to knowwhey he is leaving without buying something Remember, we can’t say he was just looking
    268. 268. 10. Selling with EnthusiasmWhy it is important in Selling? Enthusiasm can give you the energy to takeaction enthusiasm keeps you going especially whenthe going gets tough motivates everyone around you–your salesteam, your store, your customers
    269. 269. Techniques to keep up yourEnthusiasm at peak levels This is Your Job Set Your Own Personal Targets Try new things Use your weekly offs productively Share the power
    270. 270. Clerks, Bad Salesman and RetailProfessional
    271. 271. Clerk Bad Salesman Retail ProfessionalThey say, "How may I help you?" When you dont bother to listen to theanswer.when you naturally engage the customer in afriendlyway – 3 Ps (personable, personal andpurpose)When you say, "Will that be all?" When you ignore the customer when he ismaking a sale.When you Congratulate your Customer ontheir purchasewhen you are unable to answer a customersquestion abouta productwhen you make up answers to questions. when you either know the answer or do yourbest tofind itwhen you dont think to eat a mint (mouthfreshener) after eating onions, spicyfood orsmoking a cigarettewhen you smoke on the way yourcustomer walks by to enter the storewhen you correct your colleagues who aremaking these mistakes at storewhen you fail to contribute new ideas abouthow the store can improvedwhen you say that contributing to thesuccess of the store isnt your jobwhen you contribute ideas whether youvebeen asked or notwhen you dont care for your job but have noplans to leavewhen you tell everyone you dont likeyour job but never leavewhen you like your job and meeting yourtargets regularlywhen you hate to sell when you tell people youre a salespersonbut all you do isclerk a salewhen youre proud to sell because what youdo has apositive impact on customers livesYou are standing like a statue in the category You are everywhere except in youdepartmentYou are always with the CustomersCustomers remember you when they comenext timeThey don’t remember you at all They ask for you when they visit the storenext timeYou follow Customer service You don’t bother about your Customers You are extremely focused on providing agreat experience to your customersYou repeat the process again and again You do what you feel like that time You go beyond every single customer
    272. 272. An ActivityPersonal Selling Power
    273. 273. Role Play
    274. 274. Thank You

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