Managing Customer Interactions Step 1 - Preparing & Welcoming customers Day 3 Session 4
Session Content • What happens in the store? • Personal Grooming • Preparing the store • The customer buying cycle • 12 Commandments • First Commandment- Greet to welcome customers
What Happens in a Store CUSTOMER
Store Environment
Store Staff
Prepare
Prepare • Personal Grooming • Organize Showroom – Organise Stocks – Know our products
Personal Grooming Tips
Personal 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
Personal Grooming -Men Hair
•Length –above shirt collar •Natural colour
Moustache
Neat and well trimmed
Nails
Kept short
Chain Earrings
If worn ,should not be visible Not permitted
Rings
•Preferably only two
Watch
•Mandatory •Not flashy
Personal Grooming -Men 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 -Women Medium hair
Long Hair Hair ornaments
•Worn in a pony tail •No banana clips allowed •All hair ,neatly tied and away from the face •Tied in a bun •Use a hair net •Rubber/elastic bands not permitted •No flashy clip permitted
Personal Grooming -Women Make up
Nails
Hands and Feet Jewellery
•Must wear an eyeliner •Must wear a medium colour lipstick •Fingernails should be uniform length •Clean •No anklets •No visible tattoos •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 Grooming -Women 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
Prepare Store
Prepare • Organise Showroom – Organise Stocks – Know our products
• Personal Grooming
Prepare • 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
Visual Merchandising
Jo Dikhta Hai Who Bikta Hai!!!
Visual Merchandising • Important aspects are : – Image – Store Design – Merchandise presentation
Managing Customer Interactions
Buying Cycle Customer
Customer facilitator
Walks -in
Opening of transaction
Looks around
Pre-presentation
Comes to one counter
Understanding requirement + Presentation
Has objections
Objection handling
Buying Cycle Customer Customer shortlists product
Customer facilitator Closing the transaction
Customer waits for billing
Fulfill dormant needs
Customer pays
Relationship building
Customer leaves
System Feedback
The 12 Commandments 1. 2. 3. 4. 5. 6.
Greet Introduce, if necessary Ask, Listen, Repeat Show & Tell Empathise first Ask Why, Isolate & then explain
The 12 Commandments 7. ABC 8. Trial Close 9. Close 10. Extend value as a rule 11. Thank & Invite back 12. Record & Analyse
1
Greet
Greet • Verbally with a Smile • Come forward to greet – E.g: “ Good Morning Sir, welcome to Revolutions” – Can use local greetings ,if required
Greet • 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
Open ended Vs. Close ended question
• Open Ended:
– A phrase/sentence in response – Usually not answered with “yes” or “no”
• Close Ended: – Generally is answered with a “yes” or “no”
Open 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
Open ended questions “Six faithful serving men have I Their names are: WHAT and WHO and WHERE and WHEN and HOW and WHY” - Rudyard Kipling
Close ended questions Close Ended: • May I help you? • Is there something that I can do for you?
Greet • 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
Greet-Heavy Customer Traffic • If with another customer,acknowledge the new customer who has walked in by: – Making an eye contact – Smile Visit here : http://www.libertyshoesonline.com/