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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