MANAGING CHANGE NEW SKILLS AND ATTITUDES

WHAT WILL CHANGE CHANGE IN CUSTOMER MINDSET/EXPECTATION. GREATER COMPETITION LOW AVERAGE THROUGHPUT PER RE-SELLER AND HENCE GREATER RELIANCE ON MARGINS & RANGE. LOW EMPHASIS ON PRODUCT DIFFERENTIATION GREATER EMPHASIS ON RELATIONSHIP, SERVICE, CONVENIENCE US AND THEM VS PARTNERSHIPS RETAILING – THE CUSTOMER FOCUS

CHANGE IN CUSTOMER MINDSET/EXPECTATION.

GREATER COMPETITION

LOW AVERAGE THROUGHPUT PER RE-SELLER AND

HENCE GREATER RELIANCE ON MARGINS & RANGE.

LOW EMPHASIS ON PRODUCT DIFFERENTIATION

GREATER EMPHASIS ON RELATIONSHIP, SERVICE,

CONVENIENCE

US AND THEM VS PARTNERSHIPS

RETAILING – THE CUSTOMER FOCUS

THE CUSTOMER IS WHY

HQ COOS DIVISIONS AREAS FRONTLINE CUSTOMERS CUSTOMERS FRONTLINE AREAS DIVISIONS SUPPORT CENTRE ORGANIZATIONS TO BE DELAYERED TO BE MORE CLOSELY ALIGNED TO CUSTOMER NEEDS COOS

CUSTOMERS FRONTLINE TERRITORY MANAGER MARKET UNIT FUNCTION FUNCTION CEO ONLY 3 LAYERS BETWEEN CEO AND CUSTOMER EVERYONE ELSE IN THE ORGANIZATION SUPPORTS THE FRONTLINE

ONLY 3 LAYERS BETWEEN CEO AND CUSTOMER

EVERYONE ELSE IN THE ORGANIZATION SUPPORTS THE FRONTLINE

DRIVING CUSTOMER SATISFACTION SOME FUNDAMENTALS LET THE CUSTOMER DECIDE WHAT SATISFIES HIM CUSTOMER SATISFACTION GET DRIVEN BY MIND & NOT PURSE ‘ CUSTOMER SATISFACTION’ WORKS AS A MULTIPLIER FOR YOUR INITIATIVES BALANCE CUSTOMER EXPECTATION WITH BUSINESS PRUDENCE

LET THE CUSTOMER DECIDE WHAT SATISFIES HIM

CUSTOMER SATISFACTION GET DRIVEN BY MIND & NOT PURSE

‘ CUSTOMER SATISFACTION’ WORKS AS A MULTIPLIER FOR YOUR INITIATIVES

BALANCE CUSTOMER EXPECTATION

WITH BUSINESS PRUDENCE

DRIVING CUSTOMER SATISFACTION WHAT DRIVES CUSTOMER SATISFACTION TRUST TRANSPAARENCY TOGETHERNESS

TRUST

TRANSPAARENCY

TOGETHERNESS

DRIVING CUSTOMER SATISFACTION WHAT DRIVES CUSTOMER SATISFACTION TRUST - PRODUCT IS PURE -PRODUCT QUANTITY IS RIGHT -COMPLIANCE WITH COMMITMENTS AND AGREEMENTS -AVAILABLE WHEN THE CUSTOMER WANTS -REGULARITY OF VISIT TRANSPARENCY - CONSISTENCY OF TRADING TERMS AND POLICIES -CONSISTENCY ACROSS LEVELS & TIME

TRUST - PRODUCT IS PURE

-PRODUCT QUANTITY IS RIGHT

-COMPLIANCE WITH COMMITMENTS

AND AGREEMENTS

-AVAILABLE WHEN THE CUSTOMER

WANTS

-REGULARITY OF VISIT

TRANSPARENCY - CONSISTENCY OF TRADING TERMS

AND POLICIES

-CONSISTENCY ACROSS LEVELS &

TIME

WHAT DRIVES CUSTOMER SATISFACTION DRIVING CUSTOMER SATISFACTION TOGETHERNESS -ATTITUDE - UNDERSTANDS MY NEEDS -SUPPORTS AND GUIDES -SAFEGUARDS MY INTERESTS -PERSONAL BOND (KNOWLEDGE OF CUSTOMERS/ FAMILY DETAILS -READY TO HELP CUSTOMER MAKE MORE MONEY (PROMOTION, PRICING, ETC.)

TOGETHERNESS -ATTITUDE

- UNDERSTANDS MY NEEDS

-SUPPORTS AND GUIDES

-SAFEGUARDS MY INTERESTS

-PERSONAL BOND (KNOWLEDGE

OF CUSTOMERS/ FAMILY DETAILS

-READY TO HELP CUSTOMER MAKE

MORE MONEY (PROMOTION,

PRICING, ETC.)

DRIVING CUSTOMER SATISFACTION CUSTOMER SATISFACTION SURVEY IN THE EYES OF CUSTOMER WHAT ARE THE FACTORS WHICH DRIVE CUSTOMER SATISFACTION -WHICH ATTRIBUTES OF OUR SERVICE IMPACT OUR CUSTOMERS MOST -HOW DO OUR CUSTOMERS RATE US ON THESE ATTRIBUTES -WHOM DO THE CUSTOMERS RATE AS THE “BEST IN TRADE” -HOW DO WE COMPARE OUR ATTRIBUTES VS “ BEST IN TRADE”

CUSTOMER SATISFACTION SURVEY

IN THE EYES OF CUSTOMER WHAT ARE THE FACTORS

WHICH DRIVE CUSTOMER SATISFACTION

-WHICH ATTRIBUTES OF OUR SERVICE IMPACT OUR

CUSTOMERS MOST

-HOW DO OUR CUSTOMERS RATE US ON THESE ATTRIBUTES

-WHOM DO THE CUSTOMERS RATE AS THE “BEST IN TRADE”

-HOW DO WE COMPARE OUR ATTRIBUTES VS “ BEST IN TRADE”

DRIVING CUSTOMER SATISFACTION CUSTOMER SATISFACTION IS INTEGRAL PART OF RETAIL TRACKING MECHANIM CUSTOMER SATISFACTION SCORES ARE PART OF EMPLOYEE APPRAISAL OBJECTIVECUSTOMER. CUSTOMER SERVICE CELL AT EACH LOCATION. SERVICE STANDARDS/ KPIS SPECIFIED AND TRACKED SALES TOOLS AND TRAINING PROGRAMS GEARED TOWARDS BETTER EXECUTION AND BUILDING PARTNERSHIP WITH CUSTOMERS

CUSTOMER SATISFACTION IS INTEGRAL PART OF RETAIL

TRACKING MECHANIM

CUSTOMER SATISFACTION SCORES ARE PART OF EMPLOYEE APPRAISAL OBJECTIVECUSTOMER.

CUSTOMER SERVICE CELL AT EACH LOCATION. SERVICE STANDARDS/ KPIS SPECIFIED AND TRACKED

SALES TOOLS AND TRAINING PROGRAMS GEARED TOWARDS BETTER EXECUTION AND BUILDING PARTNERSHIP WITH CUSTOMERS

THE BIGGEST CHALLENGE --PEOPLE TRAINING, TRAINING & TRAINING AT ALL LEVELS CUSTOMERS SATISFACTION FOCUS AS OPPOSED TO DELIVERY CAPTURE IMPULSE BUYING THROUGH OUTSTANDING MERCHANDISING PASSION TO WIN COMMITMENT TO OWNERSHIP TEAM ABOVE INDIVIDUAL SUCCESS RECOGNIZING AND REWARDING SUCCESS

CUSTOMERS SATISFACTION FOCUS AS OPPOSED TO

DELIVERY

CAPTURE IMPULSE BUYING THROUGH OUTSTANDING

MERCHANDISING

PASSION TO WIN

COMMITMENT TO OWNERSHIP

TEAM ABOVE INDIVIDUAL SUCCESS

RECOGNIZING AND REWARDING SUCCESS

THE KEY STRATEGY CONSUMER PULL (MARKETING) SHOULD BENEFIT CUSTOMERS CONSUMER PUSH SHOULD BE FRONTLINE FOCUS TOM NEEDS CONTINUOUS FOCUS EYE FOR EXCELLENCE AND QUALITY WILL PROVIDE WINNING EDGE.

CONSUMER PULL (MARKETING) SHOULD BENEFIT

CUSTOMERS

CONSUMER PUSH SHOULD BE FRONTLINE FOCUS

TOM NEEDS CONTINUOUS FOCUS

EYE FOR EXCELLENCE AND QUALITY WILL PROVIDE WINNING EDGE.

MINDSET CHANGE OF RETAILER FRONTLINE ATTRACT CUSTOMER WITH APPEARANCE OF OUTLET/ GOOD MERCHANDIZING CONVENIENCE e.g. SUPER MARTS/ FAST FOOD/ HOT FOOD ON HIGHWAY GOOD AND CLEAN REST ROOM FACILITY/ TELEPHONE FACILITY RUN ATTRACTIVE FIELD PROMOTION/ GIFTS QUICK MECHANICAL CHECKS/ QUICK REPAIRS RELIABLE REASONABLE PRICE ACCESSORIES CONVERT VISIT INTO SALES OPPORTUNITY

ATTRACT CUSTOMER WITH APPEARANCE OF OUTLET/ GOOD MERCHANDIZING

CONVENIENCE e.g. SUPER MARTS/ FAST FOOD/ HOT FOOD ON HIGHWAY

GOOD AND CLEAN REST ROOM FACILITY/ TELEPHONE FACILITY

RUN ATTRACTIVE FIELD PROMOTION/ GIFTS

QUICK MECHANICAL CHECKS/ QUICK REPAIRS

RELIABLE REASONABLE PRICE ACCESSORIES

CONVERT VISIT INTO SALES OPPORTUNITY

WAY FORWARD PEOPLE WILL BE CORE TO SUCCESS TRAINING ON INTEGRITY/ BEHAVIOUR/ ATTITUDE CHANGE CRITICAL TRAIN ON RELEVANT RETAILING/ SELLING/ SERVICE SKILLS DETERMINE CLEAR OBJECTIVES FOR TEAMS DETERMINE CLEAR OBJECTIVES ON CUSTOMER SATISFACTION EVALUATE THRO’ RESEARCH BASED ON CUSTOMER FEEDBACK CELEBRATE SUCCESS/ REWARD ACHIEVEMENT/ PERFORMANCE

PEOPLE WILL BE CORE TO SUCCESS

TRAINING ON INTEGRITY/ BEHAVIOUR/ ATTITUDE

CHANGE CRITICAL

TRAIN ON RELEVANT RETAILING/ SELLING/ SERVICE

SKILLS

DETERMINE CLEAR OBJECTIVES FOR TEAMS

DETERMINE CLEAR OBJECTIVES ON CUSTOMER SATISFACTION

EVALUATE THRO’ RESEARCH BASED ON CUSTOMER FEEDBACK

CELEBRATE SUCCESS/ REWARD ACHIEVEMENT/ PERFORMANCE

SUMMARY 21 ST CENTURY WILL OFFER NEW CHALLENGES DRIVEN BY COMPETITION CUSTOMERS EXPECTATIONS OF SERVICE WILL INCREASE RELATIONSHIP, ALIGNMENT, FULFILLING CUSTOMER NEED WILL BE KEY TO SUCCESS TRAINING FRONTLINE TO HANDLE NEW CUSTOMER WILL BE CRITICAL

21 ST CENTURY WILL OFFER NEW CHALLENGES DRIVEN

BY COMPETITION

CUSTOMERS EXPECTATIONS OF SERVICE WILL INCREASE

RELATIONSHIP, ALIGNMENT, FULFILLING CUSTOMER NEED WILL BE KEY TO SUCCESS

TRAINING FRONTLINE TO HANDLE NEW CUSTOMER WILL BE CRITICAL