There are various kinds of Customers that we witness everyday, how to make your regular customer is what is presented in the presentation

1. www.vmartretail.com
Handling Types Of Customers

2. Customer Centricity Prudence Agility Commitment Integrity
In This Session We Are Going To Learn About- Customers
Learn to recognise different types of Customers
As per their types we have to handle customers
Making an emotional connect with Customer is the key to retain customers
Engage Customers in small conversation revolving around the merchandising and
the brand
Key to making sale is engaging in conversation with Customers

3. Customer Centricity Prudence Agility Commitment Integrity
“A Customer is the most important visitor
on our premises, he is not dependent on
us.
We are dependent on him. He is not an
interruption in our work.
He is the purpose of it.
He is not an outsider in our business.
He is part of it
We are not doing him a favour by serving
him.
He is doing us a favour by giving us an
opportunity to do so”
- Mahatma Gandhi

4. Customer Centricity Prudence Agility Commitment Integrity
In today’s Retail World….
Where everything is fast forward, where customers don’t even
have to leave their homes to shop and a few clicks deliver any
product to their doorstep
When everything is getting digitalized, we have to attract new
customers everyday, we need to be more than a welcoming
shop front
We need to give experiences that makes an emotional
connection with customers to draw them in and keep them
coming back

5. NEW NEENA
It’s all about exploring a New Store for shopping
They like making their first purchase
• Visits every Section in the store
• Like to spend substantial amount of time at store
• Loves interacting with employees
Key Strategy
Spot Them- Upselling with them is an easy task. Use it
whenever needed
Interact with them and make them your regular
customers
Make personalized customer service a priority for these
customers
Develop Them-Every time they come back to store for
2nd time, acknowledge them and ask for feedback
Its important
to create first
impression
with them

7. In-store, the best way to approach well-informed customers is to first acknowledge their expertise and listen to what they have to say.
Then, ask questions to see if you can offer up info that they haven’t uncovered in their research.
Another approach is to provide information in a way that makes them feel like they’re getting insider knowledge or access.

8. Lead customers to the trial room and make them try on the product before they purchase
Show interesting combinations to the customer when they go to try on products thus increasing your chances to sell more

9. They’re thinking of buying what you sell, but not right away
They’re gathering more information before making a purchase decision
They’re considering who they’ll buy from when they decide to buy
They’re a fan of yours, and they’re admiring what they can’t have right now
• They’re thinking of buying what you sell, but not right away
• They’re gathering more information before making a purchase
decision
• They’re considering who they’ll buy from when they decide to
buy
• They’re a fan of yours, and they’re admiring what they can’t
have right now
• Give them a little push to get them rolling closer to buying
• Let them go, but help them remember you –inform about
the running offers or new products
• If you can’t sell them, advise them
• Treat window shoppers well, because they could be your
future customers

11. These customers have been choosing your company's
products and services consistently over your competitors.
• Make personalized customer service a priority
for these customers
• Ask for their advice and listen to it
• Offer special services &conveniences

12. Customers are the life blood of every business, so providing great customer service is priority #1.
When you work in customer service, you are eventually going to come across angry customers. Always Remain Calm and use the below mentioned H. E. A. R. D.
technique to effectively diffuse and handle upset, angry and irate customers:
H
D
Let The Customer Share The Problem Without Interruption
• Understand how the customer feels
• Apologize to the customer genuinely
Customer Service Recovery Model
HEAR
E
Let The Customer Share The Problem Without Interruption
EMPATHIZE
Put Yourself In Customer’s Place To Understand The Situation
A
APOLOGIZE
Genuinely Apologize To The Customer
R
Suggest A Solution That Makes The Customer Happy
Understand The Root Cause & Fix For Future
DIAGNOSE
RESOLVE

13. Customer Centricity Prudence Agility Commitment Integrity
Activity
• Divide the Team in 5 Groups with 5 Team Members in each group (or as per
MPP)
• Each Group has to present a Store skit wherein Two Team Member will become
a customer, two will become an Associate, one would be cashier
• Give each group a theme-
• New Neena
• Discount Deepika
• Window Shopper Wahid
• Loyal Leena
• Researcher Raman
• Give them 10 Minutes to present their skit
• Now they have to present a scene as per the theme allotted to them
• The one who enacts the best would be the first. SM has to judge

14. Customer Centricity Prudence Agility Commitment Integrity
3 Major things they have to keep in mind while presenting the skit are-
• New Neena- Should feel excited while entering the store, should go to each and every browser, should be looking for the Associate who can assist
her
• What associate/FM would do- do Interact as and where required, Upselling with them should be the strategy, give them personalized customer
service like assisting them in shopping from browsing till checkout
• Discount Deepika- should go to each and every browser, should be checking the price tag and signages, should be looking for associate and ask for
discounted products
• What associate would do- Provide offerings that Deepika wants to buy, ask their preference (occasion) and then suggest Deepika accordingly
• Window Shopper Wahid- should go to each and every browser, should be checking the price tag and signages, would be avoiding the associate as
his main aim to browse the collection
• What associate/ FM would do- They may not buy much products but answer their questions as much as you can and convince them or suggest
them to try the merchandise, inform them the running offers and promotions happening in store
• Loyal Leena- Should feel excited while entering the store, should go to each and every browser, would silently shop and reach the cash counter
• What Associate/ FM would do- They would acknowledge the customer, ask about their well being, also ask for the feedback on the assortment
and would ask if everything is available in the store what they wanted to buy and help in their shopping basket and assist them to the cash counter
• Researcher Raman- would look after the price tags of major products, would ask for the price range from associate, would also enquire about our
Online Channels from where he can shop, would be asking lot of questions regarding the products
• What Associate/ FM would do- Would observe them while doing their work, then approach them, ask about their preference, answer their
questions rightly and confidently

15. Customer Centricity Prudence Agility Commitment Integrity
Learn to recognise different types of
Customers
As per their types we have to handle
customers
Making an emotional connect with
Customer is the key to retain customers
Engage Customers in small conversation
revolving around the merchandising and
the brand
Key to making sale is engaging in
conversation with Customers