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RETAIL SALES . From a fixed place. Organized Un organized. RETAIL SALES. PRODUCTS LAY OUT CLIENTELE. What we will be covering. E ffective Customer Interaction S elling Skills D elighting Customers. Selling Techniques . Cross-selling Up Selling Value added selling. Contents.
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RETAIL SALES From a fixed place. Organized Un organized.
RETAIL SALES PRODUCTS LAY OUT CLIENTELE
What we will be covering Effective Customer Interaction Selling Skills DelightingCustomers
Selling Techniques Cross-selling Up Selling Value added selling
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
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
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
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
Where do you use greetings? • First point of contact • Entrance • Shop floor • Till • Aisle Receiving Our Customers
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
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
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
Smile at the customer Customer Enters Store Approach (Eye Contact) Smile Try to put a natural smile Smile has to be genuine
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
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
Engaging with Customers
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
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
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
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
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
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
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
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
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
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
Personal Appearance - Grooming
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
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
BEING ACCEPATABLE Communication with the Customers
Why Communication is important ? • To understand customer’s: • Needs • Wants • Expectations Communication
Communication 7% - Words 38% - Tone & Pitch 55% - Body Language Communication
What is important in communication with the customer? • Non-Verbal • Body language • Verbal • Words, volume, pitch and tempo Communication
Understanding the Customers Communication
Two ways we can understand Customers Questioning Listening Communication
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
Types of Questions Closed Ended Open Ended Communication
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
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
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
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
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
Active Listening Techniques Pay attention. Show that you are listening Do Not Interrupt Provide feedback Answer rightly Communication
Pay Attention Give undivided attention Hands in front of the body Maintain Eye contact Tilted head Communication
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
Do Not Interrupt Allow the Customer to finish. Don’t interrupt with counterarguments unless necessary. Communication
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
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
Words that will help you Sell !! Easy Free Safety Save New Money Proven Guarantee Health Results You Your Beautiful Communication
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