This document provides guidance on managing customer interactions, with a focus on preparing to greet customers. It discusses personal grooming tips for store staff and preparing the store environment. It also outlines the customer buying cycle and the "12 Commandments" for customer interactions, with an emphasis on the first commandment of greeting customers. Specifically, it recommends verbally greeting customers with a smile, using open-ended questions, establishing eye contact, and recognizing regular customers while avoiding overfamiliarity with first names.

1. Managing Customer InteractionsManaging Customer Interactions
Step 1 - Preparing & WelcomingStep 1 - Preparing & Welcoming
customerscustomers
Day 3Day 3
Session 4Session 4

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

4. PreparePrepare

5. PreparePrepare
• Personal Grooming
• Organize Showroom
– Organise Stocks
– Know our products

6. Personal Grooming TipsPersonal Grooming Tips

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

13. Prepare StorePrepare Store

14. PreparePrepare
• Organise Showroom
– Organise Stocks
– Know our products
• Personal Grooming

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

16. Visual MerchandisingVisual Merchandising
Jo Dikhta Hai Who Bikta Hai!!!Jo Dikhta Hai Who Bikta Hai!!!

17. Visual MerchandisingVisual Merchandising
• Important aspects are :
– Image
– Store Design
– Merchandise presentation

18. Managing CustomerManaging Customer
InteractionsInteractions

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

23. 1Greet

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

31. Greet-Heavy CustomerGreet-Heavy Customer
TrafficTraffic
• If with another customer,acknowledge
the new customer who has walked in
by:
– Making an eye contact
– Smile
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