Post on 15-Aug-2015
Retail Associates Training
• Is the Customer Always RIGHT?
• What is Service?
• 4 Steps to a Sale– First Impressions– Greetings– Sharing– Closing
Is the Customer Always Right?The Customer is NOT always rightThe Customer is ALWAYS important
So, what is Service?
• Simply – Is about customer’s expectations– Is about meeting or exceeding
expectations– Is what the customer feels and
say, not how great you think you are
– Is about doing your best to understand your customer’s needs
And What’s in it for you? Why should you bother?
Challenge yourself to
Step Up your service
I could land a better
opportunity here
Be Proud of Yourself
I don’t like negative
comments about me
STEP UP YOUR SALESWITH 4 SIMPLE YET EFFECTIVE STEPS
Simple 4 Steps to getting a sales!
Closing
Sharing
Greetings
First Impressions
First Impressions Greeting Sharing Closing
YOURACTION
Can I trust you?
Is this a nice person?
Does she cares about my needs?
Is this the right
decision?
CUSTOMERCONCERNS
Its all about managing the expectations at different points!
Greetings: Your key to success!
Sound • Sincere• Respectful• Cheerful
Make eye contact and greet if eye contact is returned
Words• Good afternoon
Sir or Mam, how may I help you
1st Impressions to build rapport
• Do you look ready to serve?
• Do you like what you see?
• Did you bring your smile to work today?
1st Impressions are important because …
Builds trust
Creates Rapport
Softens the Selling
Process
What is the standard customer reply you
could expect?
• Feel free to look around, my name is xxxx, do let me know if you need any help
• Give a quick explanation of the way the goods are displayed, and maintain eye contact. Then use the line above after your explanation.
• Telling your customer your name is to build rapport and trust. VERY IMPORTANT.
And what are good replies?
Hint, “feel free to look around” is NOT one of them
– I am just looking around …– Never mind ….
Sharing Starts withUNDERSTANDING
Sharing ..Beer Example • Best to start by asking questions– Is there a particular beer you prefer?– What do you normally drink?– Would you like to try something
new?– Are you buying for yourself or as a
gift?
• What are some questions that are relevant to your products or services?
Closing the Sales should be
NATURAL
Why People Buy
• Two Main Purchase Motivations– Less a “Pain”– Increase the “Pleasure”
• How much have you found out during your sharing phase?
• If you still are not sure, you are not ready to close!
Closing doesn’t mean is over!
• Lead the customer to the cashier unless there is another customer waiting for your service– Politely point the way to the cashier
• Offer a little bit more– Do you want it gift wrapped?– Would you like to try the Ciders?– Is there something else I can assist
you with?
Summary
• Do yourself proud by doing a good job.
• Be of assistance to customers in need, and if unsure, just tell them its your first day today and you are a bit nervous. You get more mileage from this than you might think
• Your two best weapons – Smile and Eye Contact.
• Most importantly, enjoy yourself
Thank you for your kind attention
To develop or customize training solutions, please contactGiam@StepUpInternational.com