Its a tool to guide the Customer Service Associates for an efficient & effective selling skills.

1. GOLDEN RULES OF CUSTOMER SERVICE
(1) Greet the customer with an
eye contact & smile on face
(2) Give a break of 8-10 seconds
for the customer to browse

2. (3) Do not follow the customer
but stay connected
(4) Re-approach the customer
after 8-10 seconds

3. (5) understand the customer’s need
by asking
“close ended questions"
like
(a) What are you looking for?
(b) What is your color choice?
(c) What pattern shall I show you?
(d) Do you want it in any specific
material?

4. (6) PRODUCT PRESENTATION
SHOULD INCLUDE
"PRODUCT KNOWLEDGE“
(a) Where is the brand from
(b) Product is made in which
country UAE, India etc
(c) Product is made of what
material cotton/linen etc
(d) promotions or offers
applicable on the
selected merchandise

5. (7) Offer Product’s Trial
(a) direct the customers to a
nearest trail room to try on
the fashion merchandise to
see how it looks on them
(B) Offer them a seat incase if
they want to try on a shoes
(c) Praise them about the dress
or shoes they had tried on
as the color & fit suits their
body language & its looking
good on them
(d) Praises gives a self confidence
to the customers to finalize the
trial merchandise for billing

6. (8) Explain features, attributes &
benefits
(a) A cotton or linen shirt is made
up of natural material thus
gives us a cool feel & they will
not feel hot hence it is good for
summers.
Simultaneously
(b) A woolen sweat shirt,
sweater, or Jacket is made
up of wool or leather
material respectively thus
gives us a warm feel, it is
good for winters &
customers will not feel cold

7. (9) Update product’s care
(a) Washing instructions,
hand wash or machine wash
ironing instructions,
iron on low or mid high heat
& caring instructions do not
bleach, dry clean or dry flat
as specified product wise
(b) brief in detail to the customer
to educate them as it builds
trust in customers that they
are buying a right product
(c) increases our chances to sell
more confidently, reduces the
frequency of exchanges &
refunds & saves time of all
at the same point of time

8. (10) "Art of Selling Skills”
(a) Up selling : Start presenting product of
higher mrp value upon recognition to
increase atv
(b) Link selling : Show relate
products to compliment the
selected merchandise to
increase upt
(c) Cross selling: promote all
the other department’s
products as well
(d) promo selling: promote
all the in store offers &
promotions accordingly

9. (11) put all the selected products
in a carry bag and see off the
customer's at cash desk with
an eye contact & smile on face
“thanks for shopping with us”
(12) posting a transaction at cash
efficiently with a correct
S.P.E.E.D
end the transaction
COMPLIMENTARILY
“thanks for shopping with us”
S- Service
P- Productivity
E- Effectiveness
E- Efficiency
D- Dedication

10. India’s Map of Fabrics

11. THE END
DEAR VALUED CUSTOMERS THANKS FOR
CHOOSING US AS YOUR FAVORITE
SHOPPING DESTINATION
THANK YOU FOR SHOPPING WITH US
PLEASE COME AGAIN