2. Session ContentSession Content
• What happens in the store?
• Personal Grooming
• Preparing the store
• The customer buying cycle
• 12 Commandments
• First Commandment- Greet to welcome
customers
3. What Happens in aWhat Happens in a
StoreStore
CUSTOMERCUSTOMER
Store
Environment Store Staff
7. Personal GroomingPersonal Grooming
• Hygiene
– Have a bath daily
– Use deodorants/anti-perspirant
• Remove superfluous hair
– For ladies-Arms and Underarms
• Brush your teeth daily
• Shampoo your hair regularly
8. Personal Grooming -MenPersonal Grooming -Men
Hair •Length –above shirt collar
•Natural colour
Moustache Neat and well trimmed
Nails Kept short
Chain If worn ,should not be
visible
Earrings Not permitted
Rings •Preferably only two
Watch •Mandatory
•Not flashy
9. Bracelets •If worn ,should not be
visible
Sunglasses •Should not be displayed on
the uniform
Dress code •Formals- Uniforms only
•Casuals- Not to be worn to
the showroom
Shave •Daily
Personal Grooming -MenPersonal Grooming -Men
10. Medium hair •Worn in a pony tail
•No banana clips allowed
•All hair ,neatly tied and
away from the face
Long Hair •Tied in a bun
•Use a hair net
Hair
ornaments
•Rubber/elastic bands not
permitted
•No flashy clip permitted
Personal Grooming -WomenPersonal Grooming -Women
11. Make up •Must wear an eyeliner
•Must wear a medium colour
lipstick
Nails •Fingernails should be uniform
length
•Clean
Hands and Feet •No anklets
•No visible tattoos
Jewellery •Chain- should not be visible
•Earrings-only studs allowed
–No hanging earrings
•Rings-Preferably only two
–Moderate in design
•Bracelets
–Should not be visible
Personal GroomingPersonal Grooming
-Women-Women
12. Sunglasses Should not be displayed on
the uniform
Religious threads If worn, should not be
visible
Dress code •Formals- uniforms only
•Casuals- Not to be worn to
the showroom
Bindis Not permitted
Personal Grooming -WomenPersonal Grooming -Women
15. PreparePrepare
• Do not chat amongst yourselves
• Do not speak loudly over the phone
• Do not drink beverages when the customer is
around
• Do not make reports during the shop hours,
especially when the customers are around
• Mobile phones to be kept on silent
– Receive calls only the when the customer is not
around
19. Buying CycleBuying Cycle
Customer
Walks -in
Looks around
Comes to one counter
Has objections
Customer facilitator
Opening of transaction
Pre-presentation
Understanding requirement
+ Presentation
Objection handling
20. Buying CycleBuying Cycle
Customer
Customer shortlists product
Customer waits for billing
Customer pays
Customer leaves
Customer facilitator
Closing the transaction
Fulfill dormant needs
Relationship building
System Feedback
21. The 12 CommandmentsThe 12 Commandments
1. Greet
2. Introduce, if necessary
3. Ask, Listen, Repeat
4. Show & Tell
5. Empathise first
6. Ask Why, Isolate & then explain
22. The 12 CommandmentsThe 12 Commandments
7. ABC
8. Trial Close
9. Close
10. Extend value as a rule
11. Thank & Invite back
12. Record & Analyse
24. GreetGreet
• Verbally with a Smile
• Come forward to greet
– E.g: “ Good Morning Sir, welcome to
Revolutions”
– Can use local greetings ,if required
25. GreetGreet
• Use open ended questions
• Be confident
– Speak firmly
– Establish eye contact
• Recognise regular visitors / customers
– Don’t use First names
– Use surnames with titles-” Mr. Goyal”..etc
26. Open ended Vs. Close endedOpen ended Vs. Close ended
questionquestion
• Open Ended:
– A phrase/sentence in response
– Usually not answered with “yes” or “no”
• Close Ended:
– Generally is answered with a “yes” or “no”
27. Open ended questionsOpen ended questions
Open Ended:
• How can I help you ?
• What can I do for you?
• Where had you gone yesterday?
• Open ended questions are
CONVERSATION BUILDERS
28. Open ended questionsOpen ended questions
“Six faithful serving men have I
Their names are: WHAT and WHO and
WHERE and WHEN and HOW and
WHY”
- Rudyard Kipling
29. Close ended questionsClose ended questions
Close Ended:
• May I help you?
• Is there something that I can do for
you?
30. GreetGreet
• Do not OFFER to shake hands-unless he
is a regular customer and the customer
offers to shake hands first
• Do not use customer’s first
name,unless he is a regular customer
– Preferably use surnames
Objective:
Focus on Visual Merchandising & Personal Grooming
Jo dikta hai who bikta hai
Specifications:
The need to do it?(Why)
Analogy:
What do we do when guests visit out house?
Add slides on personal grooming from WITCO induction ppt or Shoppers training ppt
Add slides on personal grooming from WITCO induction ppt or Shoppers training ppt
Add slides on personal grooming from WITCO induction ppt or Shoppers training ppt
Objective:
Steps towards achieving customer service
Specifications:
Explain what are commandments
Analogy:
10 commandments in the Bible
Objective:
Welcome each and every customer
Make the customer feel welcomed
Specifications:
Greet each and every customer irrespective of anything
Analogy:
Door bell rings. It’s a stranger. What do you do ?
Objective:
Greet verbally –so that you are acknowledged by the customer
Acknowledge regular visitors.
Smile- to make him feel welcomed
Eye contact
Seek Information
Specifications:
5feet rule-come out of the counter and bridge a distance of 5 feet horizontally and wish the customer.
Analogy: The waiter/steward in a hotel. Each and every one wishes you irrespective of the fact that he might not be knowing you
Use open ended questions- Why? What do we want to know from the customer?
Do we want information or wait for the customers to provide without us probing for one?
Objective:
Greet verbally –so that you are acknowledged by the customer
Acknowledge regular visitors.
Smile- to make him feel welcomed
Eye contact
Seek Information
Specifications:
5feet rule-come out of the counter and bridge a distance of 5 feet horizontally and wish the customer.
Analogy: The waiter/steward in a hotel. Each and every one wishes you irrespective of the fact that he might not be knowing you
Use open ended questions- Why? What do we want to know from the customer?
Do we want information or wait for the customers to provide without us probing for one?
Objective:
The use of open-ended and close ended questions
Specifications:
Questions to be asked for clarifications:
Are closed ended questions bad and should not be used?
When do we use open-ended/close-ended questions?
Specifications:
Open ended questions start with – 6 “w”s, WHO, WHAT, WHEN , WHY,WHERE AND HOW?
Activity:
Ask each participant to ask the consultant a round of open-ended questions followed by a round of close ended questions
Accomplishment:
All the participants are able to ask the relevant questions and understand the distinction between the two.
Objective:
The use of open-ended and close ended questions
Specifications:
Questions to be asked for clarifications:
Are closed ended questions bad and should not be used?
When do we use open-ended/close-ended questions?
Specifications:
Open ended questions start with – 6 “w”s, WHO, WHAT, WHEN , WHY,WHERE AND HOW?
Activity:
Ask each participant to ask the consultant a round of open-ended questions followed by a round of close ended questions
Accomplishment:
All the participants are able to ask the relevant questions and understand the distinction between the two.
Objective:
Sensitize them towards what is not liked by the customers and can be avoided
Activity:
Practice in role plays
Objective:
Greet verbally –so that you are acknowledged by the customer
Acknowledge regular visitors.
Smile- to make him feel welcomed
Eye contact
Seek Information
Specifications:
5feet rule-come out of the counter and bridge a distance of 5 feet horizontally and wish the customer.
Analogy: The waiter/steward in a hotel. Each and every one wishes you irrespective of the fact that he might not be knowing you
Use open ended questions- Why? What do we want to know from the customer?
Do we want information or wait for the customers to provide without us probing for one?