3. WHAT A DAY
00.00 – 11.00 is your wonderful MORNING
12.00 – 16.00 welcome the AFTERNOON
17.00 – 23.00 have a nice EVENING
GOOD and can be
All the time is
GREAT
Can you tell time?
4. GOOD CAN BE BETTER
WELCOME is the way to make
customer feel ACCEPTED
ENJOY can raise their MOOD /
Enjoy shopping
Enjoy our environment
HAPPINESS
Have a nice shopping
HELPING makes you EXIST
What can I do for you?
Anything I can do?
Any IDEA?
5. WHAT A DAY
Good morning / afternoon / evening, Sir / Ma’am
Good day, Sir / Ma’am
Great day, Sir / Ma’am
Welcome, Sir / Ma’am
Good morning and welcome, Sir / Ma’am
Good afternoon and have a nice shopping, Sir /
Ma’am
Welcome and enjoy your day, Sir / Ma’am
Please ADD more greetings you know
6. WHEN THEY ARE GOING HOME
Customers is the part of your DAY
So say, “Thank you.”
Thank you for coming
Thank you very much
It’s a pleasure to serve you, Sir / Ma’am
Let them go with HAPPINESS
If they are happy, they will be BACK
Nice to see you, Sir / Ma’am
Have a nice way home, Sir / Ma’am
Tell them that you are waiting for their next coming
See you soon, Sir / Ma’am
It’s a pleasure to meet you soon, Sir / Ma’am
7. VALUABLE POINTS
GOOD IMPRESSION must be shown at the FIRST
TIME
GREET NICELY, and they’ll enjoy their shopping
Don’t forget to:
Smile
Express your happiness or Joy
Built your Spirit
WARM your relation with CUSTOMERS. They’ll
come again and again
8. REVIEW
You are greeting customer at 07.00. What will you
say?
Amin was choosing books at 08.40. Then, he paid
45 minutes after that. What would you say?
2 hours 55 minutes before, Beti was taking 15 titles
of books. 45 minutes from now, she is paying for
those books. Now is 17.10. What time did you greet
her at the first time? And what did you say?
What will you say at 18.30?
10. SAY LITTLE SERVE MORE
Premium service is WANTED
Customers will ask you if they need information. But
it is better if you help them before they ask
Anything I can do for you, Sir / Ma’am
Can I help you, Sir / Ma’am
What kind of books / products do you need, Sir / Ma’am
11. YOU KNOW ALL
I know the place, Sir / Ma’am. Let me show you the
way. You may follow me, please
You are looking for a very good book, Sir / Ma’am.
This way, please
You can go upstairs, turn left, and that kind book will
be found on your left
You can go straight, follow this path, and they will be
on the left corner of this level
If the Customer wants you to take it for him / her:
If you want to wait for a while, I’ll take it for you, Sir /
Ma’am
I’ll take it for you, Sir / Ma’am.
12. TELL THEM MORE
Customers will choose the product.
Can’t you make them take more than one product?
Example:
Customer choose TUHAN SUDAH PINDAH ALAMAT.
What NEXT?
Ask him/her whether he/she has another book who wrote by the
same author. But HOW?
Say: “You choose a very good book,
Sir/Ma’am. However, do you have ADA
TIADA TIADA ADA, or 8 x 3 = 23? The
author is the same.”
13. LANGUAGE TO GO
The answer that needed is YES or NO
The question will USE: Do you have …..?
(Yes/No Question)
If the answer is YES, ask for another title
If the answer is NO, TELL him/her the BEST thing about
the book. (but you need to ask for TIME him/her)
You can use:
Present Tense (Continuous, Simple, and Perfect)
It is an interesting book / best seller book
It gives me refreshment in doing something new
I have sold it to some people and they recommend it
15. VOCABULARIES NEEDED
Red is behind yellow
Yellow is in the middle of / between
red, green, black, and blue
Green is infront of yellow
Black is beside yellow
Where is blue?
CASHIER 2nd floor
Green is above yellow
1st floor
Red is beneath yellow and green
Yellow is below red
ground floor
16. VOCABULARIES NEEDED
White is AMONG the yellows
Red is OUTSIDE the group
Where is green?
17. VALUABLE POINTS
You MUST know the position of GROUPING first,
then the SELF
If you HAVEN’T DONE servicing other CUSTOMER,
you can show him/her the direction
ASK, and you will get the ANSWER
You CAN’T SELL if you DON’T have any
INFORMATION about your CUSTOMERS’ NEEDS
If you CAN’T SELL, you DON’T BELONG HERE!
You have the INFORMATION. EXECUTE!
Find out the best thing of the book
18. REVIEW
A customer looked confused on the ground floor. What
will you do?
He tried to find an old book, BERANI MENERTAWAKAN
DIRI SENDIRI. He couldn’t find it anywhere. (you know
that this book was on the 2nd floor, ready to be returned).
What will you say?
There are 6 people make a queue. They are
Nancy, Minnie, Dewy, Huwy, Loui, and Mickey. Nancy is
on the first row, then Dewy and Loui. The last row is
Minnie. Where is Dewy?
A Customer wants to buy SETIAP SALES HARUS
PUNYA SALESSCRIPT and you want to sell more. What
will you say?
