RETAIL SALES

1. RETAIL SALES From a fixed place. Organized Un organized.

2. RETAIL SALES PRODUCTS LAY OUT CLIENTELE

3. What we will be covering Effective Customer Interaction Selling Skills DelightingCustomers

4. Selling Techniques Cross-selling Up Selling Value added selling

5. Contents • Receiving a Customer • Customer Interaction – The 4 Step Process • Personal appearance • How to Communicate with the customers • Verbal / Non-verbal • Understanding Customers – Questioning & Listening • Handling Customers – Types of Customers • Working with more than one Customer • Dealing with queries

6. First Impressions You are the First point of contact with the Customers You are the Store’s image Customers observe your personal grooming and grooming of your Store Organize your display – every time a Customer leaves your aisle Clean the products on the shelf – every time Receiving Customers

7. Role of CSA in Greeting 1st Step of receiving a Customer is to Greet them. Your Role as CSA / Cashier Greet Thank See off (farewell) our Customers Important: And this every time the CSA encounters a Customer Receiving Our Customers

8. Why should we Greet our Customer? Acknowledge their Visit to our Store Greeting makes our Customers to feel: Welcoming Comfortable in the Store Positive about our Store Signal of Friendly environment

9. Where do you use greetings? • First point of contact • Entrance • Shop floor • Till • Aisle Receiving Our Customers

10. Types of Greeting Namsate “Thank you ,please come again” Namaste (with folded hands) “Thank you for shopping with us” Good morning/ afternoon/ evening Receiving Our Customers

11. Essentials of a Greeting? • Be genuine • Smile from the heart, do not laugh • Friendly gestures • Smile, stand straight, make an eye contact • Acknowledgement of customer • Nod your head while Greeting Receiving Our Customers

12. Approach the customer Customer Enters Store Approach (Eye Contact) Make an eye contact with the customer Do not wait until the customer comes to you Do not invade personal body space Show that you care

13. Smile at the customer Customer Enters Store Approach (Eye Contact) Smile Try to put a natural smile Smile has to be genuine

14. Acknowledge the customer to ensure the customer is aware of you Customer Enters Store Approach (Eye Contact) Smile Acknowledge Use a gesture Nod your head Shake your head slightly Bend your neck

15. Verbally greet the customer Customer Enters Store Approach (Eye Contact) Smile Acknowledge Greet Namaste (pause) or Namaskar or Good Morning/Afternoon/Evening Use a warm and friendly voice – be careful of the tone of your voice This should take within 0-5 Sec of Customer entry

16. Engaging with Customers

17. Engaging – The 4 Step Process Hoshiyar - Alert and Attentive on the shop floor. Acknowledge their presence. Approach at the right time. Assist if needed Interaction with Customers

18. Hoshiyar - Alert and Attentive Where …. Store Entrance – by Security Guard Near the aisle / department - CSA Till - Cashier Promotion & Value Zone - CSA During the Exit - by Security Guard Interaction with Customers

19. Acknowledging the Customer • Level 1. More than 10ft - When they are far away • we should smile and nod our head • Level 2. Less than 10 ft - Near us • should smile, nod our head and Greet our Customers • Level 3. Around 3 ft - Very close to us • take a step back, smile, nod head, Greet them and start engaging with Customers Interaction with Customers

20. Approach at the Right time Calls you. Signals you. Looks Confused Has 2-3 things in hand. Is searching for a help or for a product. Looking for signs. Interaction with Customers

21. While we are Assisting: ….SMILE ….Maintain an eye contact. ….Stand Straight. Use hands while explaining ….Keep a distance from our customers- Don’t get too close ….Offer shopping basket / trolley ….Listen to our customers ….Offer solution ….Escort them to the product Interaction with Customers

22. Opening Lines Question Must be Context based – background of our Customers must have nothing to do with business must to encourage conversation must be creative, unique, and/or special enough to start a conversation Receiving Customers

23. Farmers / Village Customers: Opening Lines crops and their yields water availability rainfall fertilizers & pesticides selling of their yield – realization of money Demand of the crops in the market etc. Receiving Customers

24. If they come with children Every parent loves to talk about their Children Comment on how cute the kids are Find out how old are they Comment on how well the child speak Be careful not to guess baby’s gender (male / female) Receiving Customers

25. Working with More Than One Customer Working with Customer A and Customer B Seek Verbal approval from Customer A Again seek Verbal approval from Customer B Works because: you are courteous and asking favour In most cases you will be successful Receiving Customers

26. Thank them for their visit Ask them to visit again with Smile and nodding your head slightly Help them to check their bill and products with Security Help them to regain their deposited baggage at Security Offer help to carry their bags to their vehicle You can also take feedback here Interaction with Customers

27. Personal Appearance - Grooming

28. Personal Hygiene Brushing teeth, regular bath, and mouth free from odor, neatly trimmed nails Hair must be short and trim and properly groomed Beards sideburns and mustaches must be clean and neatly groomed No fancy hair colors Grooming

29. Dress Code Store uniform is must Uniform should be Clean & ironed. Proper display of ID- Cards (if any) Clean socks every day. Shoe - clean and polished Simple belts Black shoes & socks Grooming

30. BEING ACCEPATABLE Communication with the Customers

31. Why Communication is important ? • To understand customer’s: • Needs • Wants • Expectations Communication

32. Communication 7% - Words 38% - Tone & Pitch 55% - Body Language Communication

33. What is important in communication with the customer? • Non-Verbal • Body language • Verbal • Words, volume, pitch and tempo Communication

34. Understanding the Customers Communication

35. Two ways we can understand Customers Questioning Listening Communication

36. Questioning – Why should we ask Questions? Inviting them to talk Get basic knowledge about the Customers Voice of Customer (pain / need areas) Gives direction to the conversation Builds Empathy in the Customers Establishes a base for building a relationship Back Communication

37. Types of Questions Closed Ended Open Ended Communication

38. Closed Ended Questions Definitive - Can be answered with “yes” or “no” One word answers mostly Useful for checking your own or customer’s understanding Enables you to control the conversation with the Customer Communication

39. Examples • E.g. “What is the price range you are looking for?”’ • E.g. Do you want a shirt or pant? • E.g. Is this what you looking for? • E.g. Do you need more clarification? • E.g. Is this colour ok? • E.g. What is your waist size? • E.g. How many members are there in your Family? • E.g. Do you have kids at home? • E.g. • E.g. • E.g. Communication

40. Open Ended Questions These questions will help in: Get a Customer to talk about the good things in their lives (talking about their crop/yield/realization) Getting them "interested" in talking with you Allows the customer to find their own answer – to choose the right product Builds a dialogue, in turn you can develop rapport and relationship with them Communication

41. Examples • E.g. “Tell me about the colors you like” • E.g. What kind of shoes do you wear? • E.g. Would you tell me more about your shirt? • E.g. Could you help me understand for what you buying these trousers for? • E.g. What kind of information are you looking about this product? • E.g. Tell me how this problem started? • E.g. Where else did you looked at for this product? Communication

42. Listening-Why is it important to Listen to Customers? to understand customer needs – advising them the right product to demonstrate to customers that you understand them to expect future needs customer satisfaction depends upon listening actively Communication

43. Active Listening Techniques Pay attention. Show that you are listening Do Not Interrupt Provide feedback Answer rightly Communication

44. Pay Attention Give undivided attention Hands in front of the body Maintain Eye contact Tilted head Communication

45. Show that you are listening Nod (shake your head) occasionally Smile and use other facial expressions follow body language tips Encourage the Customer to continue with small verbal comments like: Yes, I understand and ….. Communication

46. Do Not Interrupt Allow the Customer to finish. Don’t interrupt with counterarguments unless necessary. Communication

47. Provide feedback Reinforce what has been said by paraphrasing Ask questions to clarify certain points Summarize the Customer’s comments regularly to avoid misunderstanding Communication

48. Answer rightly Be frank, open, and honest in your response. State your opinions respectfully. Treat the other person as you would want to be treated Communication

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50. Examples This Steam Iron is very Easy to use, just fill with water and plug in. This Soap is Free with this Shampoo. This TV has got fusible plug that acts as Safety plug for the set. If you buy 4 of these, you will save 20 %. This is brand New model in the market. You will save Money on power bills if you buy this refrigerator Communication