GOLDEN RULES OF CUSTOMER SERVICE
(1) Greet the customer with an
eye contact & smile on face
(2) Give a break of 8-10 seconds for the customer to browse
(3) Do not follow the customer but stay connected
( 4) Re-approach the customer after 8-10 seconds
(5) understand the customer’s need by asking “close ended questions"
like (a) What are you looking for? (b) What is your color choice? (c) What pattern shall I show you? (d) Do you want it in any specific material?
(6) PRODUCT PRESENTATION SHOULD INCLUDE "PRODUCT KNOWLEDGE“ (a) Where is the brand from (b) Product is made in which country UAE, India etc
(c) Product is made of what material cotton/linen etc (d) promotions or offers applicable on the selected merchandise
(7) Offer Product’s Trial (a) direct the customers to a nearest trail room to try on the fashion merchandise to see how it looks on them (B) Offer them a seat incase if they want to try on a shoes
(c) Praise them about the dress or shoes they had tried on as the color & fit suits their body language & its looking good on them (d) Praises gives a self confidence to the customers to finalize the trial merchandise for billing
(8) Explain features, attributes & benefits (a) A cotton or linen shirt is made up of natural material thus gives us a cool feel & they will not feel hot hence it is good for summers. Simultaneously
 Â
(b) A woolen sweat shirt, sweater, or Jacket is made up of wool or leather material respectively thus gives us a warm feel, it is good for winters & customers will not feel cold
(9) Update product’s care (a) Washing instructions, hand wash or machine wash ironing instructions, iron on low or mid high heat & caring instructions do not bleach, dry clean or dry flat as specified product wise
(b) brief in detail to the customer to educate them as it builds trust in customers that they are buying a right product (c) increases our chances to sell more confidently, reduces the frequency of exchanges & refunds & saves time of all at the same point of time
(10)
"Art of Selling Skills�
(a) Up selling : Start presenting product of higher mrp value upon recognition to increase atv (b) Link selling : Show relate products to compliment the selected merchandise to increase upt
(c) Cross selling: promote all the other department’s products as well (d) promo selling: promote all the in store offers & promotions accordingly
(11) put all the selected products in a carry bag and see off the customer's at cash desk with an eye contact & smile on face
“thanks for shopping with us” (12) posting a transaction at cash efficiently with a correct S.P.E.E.D end the transaction COMPLIMENTARILY
“thanks for shopping with us”
S- Service P- Productivity E- Effectiveness E- Efficiency D- Dedication
India’s Map of Fabrics
THE END DEAR VALUED CUSTOMERS THANKS FOR CHOOSING US AS YOUR FAVORITE SHOPPING DESTINATION THANK YOU FOR SHOPPING WITH US PLEASE COME AGAIN