This document discusses retail management and customer service. It covers key aspects of customer service like promptness, politeness, and personalization. It also discusses the importance of good customer service for retailers in making sales, advertising through word of mouth, reducing theft, and returning customers. The document then provides examples of how companies like Starbucks, Amazon, Apple, and Nike focus on excellent customer service. It outlines different types of customer service and customers. Finally, it discusses fundamentals of retail customer service and key selling skills for retailers.

1. Retail Management
Submitted By - Karan Bhatia (06) Peenal Desai (11) Alisha Raheja (62) Utkarsh Thirani (79)
Riya Kothari (42) Aakriti Pandey (53)

2. • Customer service is the act of taking care of the
customer's needs by providing and delivering
professional, helpful, high quality service and
assistance before, during, and after the customer's
requirements are met.
• ALL interactions between a customer and a product
provider at the time of sale, and thereafter. It also
adds value to a product and builds enduring
relationship
Customer Service

3. Customer service is meeting the
needs and desires of any
customer. Some characteristics of
good customer service include:
Promptness:
Promises for delivery of on time.
Politeness:
Using good manners is
appropriate whether the customer
makes a purchase or not.
Professionalism:
Professionalism shows the
customer they're cared for.
Personalization:
Using customers name is very
effective in creating loyalty.

4. Customer service can be used as a
framework to look at all aspects of a
business
• Contact and communication with customers
• Promotion of services
• Image and presentation
• Monitoring And improving services
• Resolving customer problems
• Customer Relationship Management
• Service delivery

5. What do
customers really
want?
What do customers
really want?
 Benefits from the products
 Services Offered
 Immediate solutions to
problems
 Good service, reliability
and quality
 Continuity

6. Assurance
Big 5 Factors of consumer Service

7. WHY is Good Customer Service in a
Retail Store Important?
• Make or increase the sales
• Word of mouth advertising
• Controlling shrink
• Return visit by the customer

8. Starbucks focus on factors like Atmosphere, Quality Coffee, Customer
Service, employee Satisfaction have made them stand unique since early
1990s.
Quality control of their product, dedicated considerable time to train each
employee in both technical aspect of creating the drinks as well as how to
connect with customers to maintain the the same customer experience
across locations
Extremely customer focused- always sends you a replacement for a lost package
immediately without ever implying that the customer is at fault. Amazon’s
anticipatory shipping feature is exemplary of the company’s innovation in
customer satisfaction. Amazon recently obtained a patent for using order
histories to predict what a customer will need, ships to nearby warehouses even
before the purchase of the item.
When it comes to the in-store experience, Apple employees are so passionate
about the products and the service they offer, thus the result is incredibly
brand loyal customers. Approach customers, Probe politely, Present a
solution, listen for and resolve, End with a fond farewell
With more than 4 million followers on Twitter, to say Nike has a
huge social following is an understatement. The company
recognizes just how important customer service is, especially on
social media, which is why Nike created a separate Twitter
account just for responding to customer inquiries and issues:
‘@NikeSupport’

9. 5 Types of Customers
Loyal
customers
Discount
customers
Impulse
customers
Wandering
customers
Need based
customers

10. Types of Customer Service
Marketing
Marketing tasks carried out through
a contact center include sending
outbound emails, telemarketing,
surveys, responding to inbound
emails and management of
marketing campaigns
Sales
Sales tasks include inbound sales,
outbound sales, web chat, web call
back, and co-browsing
Support
Support services include
resolution of billing queries,
order taking, registration of
new customers and recording
complaints
Technical support
Data verification, application
support, address updates problem
resolution

11. Fundamentals for complete retail
Consumer Service
• Stay visible and available
• Listen to your customer without interruption
• Respond to customer’s call at once
• Respond to emails and social media- Engage and acknowledge
• Be pro-active and ask how may you be of service
• Apologize sincerely- Fix problems in the promised span of time
• Offer Assistance at help desk
• Give guaranteed solutions with best designed policies
• Give the best in- store experience eg. Starbucks
• Say Thank you-Leave the customer with positive impression

12. “It can take about 30 years to build a brand and
just a handful of poor customer experiences to
destroy it”

13. Selling Skills
• Selling- Selling is foremost a transaction between the
sellers and prospective buyer or buyers where money
is exchanged for goods or services
• Selling Skill- ability to get people in your store and
converting them from consumers to customers
“If You can not sell an idea, probably you can never own any business!!”

14. How to get people into
your store?
• Newspaper ads
• Bill boards
• Handbills
• Canopy
• Electronic media
• Word of mouth
How to convert your
transit customer into your
guest?
• Environmental
Management
• Personal Management
• Service Management
• Retail Sales
management

15. Environmental management
• Merchandize Management-
keeping proper stock
• Building and fixture
management- Store location,
arrangements of furniture ,
lighting and space
• Promotion management-
Provides customers with
information that may help in
purchasing decisions
Personal management
• Grooming
• Communication
• Confidence and energy
• Body language
• Initiative and involvement
• Understanding the need of the
consumer

16. Service management
• Pre sales service
• During sales service
• Post sales service
Retail sales management
• Types of retail
selling- order taking
v/s Order getting
• Sales person training
• Sales person
selection- Criteria,
knowledge of the
product, experience
• Evaluation of sales
people- performance
standard, sales per
hour

17. KEY SKILLS IN RETAIL SELLING
• Relationship- Building a Rapport with the customer
• Resilience
• Communication
• Sales leadership
• Customer service
• Positive attitude
• Active listening
• Knowledge- about the market and customer needs
• Able to handle stress
• Respect for Customer and his choice
• Flexibility
• Believe in your product

19. Thank You