Customer facilitation skills - Liberty shoes online
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Transcript of Customer facilitation skills - Liberty shoes online
Managing Customer InteractionsManaging Customer InteractionsStep 1 - Preparing & Welcoming Step 1 - Preparing & Welcoming
customerscustomersDay 3Day 3
Session 4Session 4
Session ContentSession 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 What Happens in a StoreStore
CUSTOMERCUSTOMER
Store Environment Store Staff
PreparePrepare
PreparePrepare• Personal Grooming• Organize Showroom
– Organise Stocks– Know our products
Personal Grooming Tips Personal Grooming Tips
Personal Personal GroomingGrooming
• 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 -Personal Grooming -MenMen
Hair •Length –above shirt collar•Natural colour
Moustache Neat and well trimmedNails Kept shortChain If worn ,should not be
visibleEarrings Not permittedRings •Preferably only twoWatch •Mandatory
•Not flashy
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 -Personal Grooming -MenMen
Medium hair
•Worn in a pony tail•No banana clips allowed•All hair ,neatly tied and away from the face
Long Hair •Tied in a bun•Use a hair net
Hair ornaments
•Rubber/elastic bands not permitted•No flashy clip permitted
Personal Grooming -Personal Grooming -WomenWomen
Make up •Must wear an eyeliner •Must wear a medium colour lipstick
Nails •Fingernails should be uniform length•Clean
Hands and Feet •No anklets•No visible tattoos
Jewellery •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 GroomingPersonal Grooming -Women -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
Personal Grooming -Personal Grooming -WomenWomen
Prepare StorePrepare Store
PreparePrepare• Organise Showroom
– Organise Stocks– Know our products
• Personal Grooming
PreparePrepare• 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 Visual MerchandisingMerchandising
Jo Dikhta Hai Who Bikta Hai!!!Jo Dikhta Hai Who Bikta Hai!!!
Visual Visual MerchandisingMerchandising
• Important aspects are :– Image – Store Design – Merchandise presentation
Managing Customer Managing Customer InteractionsInteractions
Buying CycleBuying CycleCustomer
Walks -in
Looks around
Comes to one counter
Has objections
Customer facilitatorOpening of transaction
Pre-presentation
Understanding requirement + Presentation
Objection handling
Buying CycleBuying CycleCustomer
Customer shortlists product
Customer waits for billing
Customer pays
Customer leaves
Customer facilitator
Closing the transaction
Fulfill dormant needs
Relationship building
System Feedback
The 12 The 12 Commandments Commandments
1. Greet2. Introduce, if necessary3. Ask, Listen, Repeat4. Show & Tell5. Empathise first6. Ask Why, Isolate & then explain
The 12 The 12 CommandmentsCommandments
7. ABC8. Trial Close9. Close10.Extend value as a rule11.Thank & Invite back12.Record & Analyse
1Greet
GreetGreet• Verbally with a Smile• Come forward to greet
– E.g: “ Good Morning Sir, welcome to Revolutions”
– Can use local greetings ,if required
GreetGreet• 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 Open ended Vs. Close ended questionquestion
• 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 Open ended questionsquestions
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 Open ended questionsquestions
“Six faithful serving men have ITheir names are: WHAT and WHO
and WHERE and WHEN and HOW and
WHY”- Rudyard Kipling
Close ended Close ended questionsquestions
Close Ended:• May I help you?• Is there something that I can do for
you?
GreetGreet• 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 Greet-Heavy Customer TrafficCustomer Traffic
• If with another customer,acknowledge the new customer who has walked in by:– Making an eye contact – Smile
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