This document provides training for retail associates on effective customer service. It covers topics such as understanding that the customer is important, not always right; defining good service as meeting or exceeding customer expectations; and using a 4-step process for sales: first impressions, greetings, sharing information, and closing the sale. For each step, it offers guidance on building trust and rapport with customers through eye contact, tone of voice, questions to understand needs, and making the customer feel comfortable. The overall message is that associates should take pride in providing excellent customer service in order to help customers, support sales, and further their own careers.

1. Retail Associates Training
• Is the Customer Always RIGHT?
• What is Service?
• 4 Steps to a Sale
– First Impressions
– Greetings
– Sharing
– Closing

2. Is the Customer Always Right?
The Customer is NOT always right
The Customer is ALWAYS important

3. So, what is Service?
• Simply
– Is about customer’s expectations
– Is about meeting or exceeding
expectations
– Is what the customer feels and
say, not how great you think you
are
– Is about doing your best to
understand your customer’s
needs

4. And What’s in it for you?
Why should you bother?
Challenge
yourself to
Step Up your
service
I could land a
better
opportunity
here
Be Proud of
Yourself
I don’t like
negative
comments
about me

5. STEP UP YOUR SALES
WITH 4 SIMPLE YET
EFFECTIVE STEPS

6. Simple 4
Steps to
getting a
sales!
Closing
Sharing
Greetings
First
Impressions

7. First
Impressions
Greeting Sharing Closing
Can I trust
you?
Is this a nice
person?
Does she
cares about
my needs?
Is this the
right
decision?
Its all about managing the expectations at different points!

8. Greetings:
Your key to
success!
Sound
• Sincere
• Respectful
• Cheerful
Make eye
contact and
greet if eye
contact is
returned
Words
• Good
afternoon Sir or
Mam, how may
I help you

9. 1st Impressions to build rapport
• Do you look ready to serve?
• Do you like what you see?
• Did you bring your smile to
work today?

10. 1st Impressions are important because …
Builds trust
Creates
Rapport
Softens
the Selling
Process

11. What is the standard
customer reply you
could expect?
• Feel free to look around, my name is
xxxx, do let me know if you need any
help
• Give a quick explanation of the way the
goods are displayed, and maintain eye
contact. Then use the line above after
your explanation.
• Telling your customer your name is to
build rapport and trust. VERY
IMPORTANT.
And what are good
replies?
Hint, “feel free to look around”
is NOT one of them
– I am just looking around …
– Never mind ….

12. Sharing Starts with
UNDERSTANDING

13. Sharing ..Beer Example
• Best to start by asking questions
– Is there a particular beer you prefer?
– What do you normally drink?
– Would you like to try something
new?
– Are you buying for yourself or as a
gift?
• What are some questions that are
relevant to your products or
services?

14. Closing the Sales should be
NATURAL

15. Why People Buy
• Two Main Purchase Motivations
– Less a “Pain”
– Increase the “Pleasure”
• How much have you found out
during your sharing phase?
• If you still are not sure, you are
not ready to close!

16. Closing doesn’t mean is over!
• Lead the customer to the cashier
unless there is another customer
waiting for your service
– Politely point the way to the cashier
• Offer a little bit more
– Do you want it gift wrapped?
– Would you like to try the Ciders?
– Is there something else I can assist
you with?

17. Summary
• Do yourself proud by doing a good job.
• Be of assistance to customers in need,
and if unsure, just tell them its your first
day today and you are a bit nervous.
You get more mileage from this than
you might think
• Your two best weapons – Smile and Eye
Contact.
• Most importantly, enjoy yourself

18. Thank you for your kind attention
To develop or customize training solutions, please contact
Giam@StepUpInternational.com