Improving Retail Customer Engagement Part II

Connection

Relationship

Conve

rsatio

nComposure

Commitm

ent

Retail Relationships

– Walt Disney

“Do what you do so well that they will want to see it

again, and bring their friends.”

2

Course Objective:

Business Objective:

To learn and practice a simple, tried and tested

methodology for improving retail customer engagement.

To increase current conversion levels to over 15%.

To provide a remarkable customer experience.

To increase repeat business.

3

Retail Relationships Methodology

Connection

Relationship

Conve

rsatio

nComposureCom

mitmen

t

4

Day Two:

3. Composure !Learn how to keep a customer spending in your store based on the relationship you have built with them.Understand how to keep your connection with them to explore other purchase options.Practice handling difficult behaviours from a customer who is disappointed, complaining etc

4. Commitment !Learn how to keep chatting and stay engaged throughout the purchase process.Explore ways of inviting customers back to your store.Discover different ways to collect customer contact details to continue the customer experience.

5

Retail Relationships Methodology

Connection

Relationship

Conve

rsatio

nComposureCom

mitmen

t

6

What does ‘staying present’ mean to you?

7

Composure Stay present and keep them spending

What options do you have to keep a customer spending? !

Anything else that catches their eye? What else suits them? What else matches?

Popular items? Special offers?

Birthday presents? Treating themselves?

An occasion coming up? Pay day?

!What what other suggestions could you use?

!Tip: Remember to use the hooks you’ve already heard.

8

CKeep ‘em spendingThey want item

What is empathy and why is it a key part of retail relationships?

9

Composure Keep exploring to open up other purchase options

10

Don’t have in stock

They don't want item

C

C

Empathy response and

Explore other options and/or

Find alternatives (e.g online)

Explore other options and/or

Back to conversation and/or

More probing questions & active listening

Tip: Maintain the relationship first, then keep the sale.

Composure How would you deal with these behaviours?

11

Complaining

Disappointed

C

C

What other behaviours might you experience in your store?

Distracted

C

In a rush

C

What will you try out or do differently now?

12

Retail Relationships Methodology

Connection

Relationship

Conve

rsatio

nComposureCom

mitmen

t

13

Commitment Keep interested, even during the payment process

C YOU

Once all the selections have been made, keep showing an interest in the customer.

!Refer back to your common ground, or revisit the

things that interested them the most. !

Remember to take their details so that you can offer them more of what interests them.

!Invite them back into the store for a reason that is

relevant to them.

14

££

What will you try out or do differently now?

15

Improving Retail Customer Engagement

Connection

Relationship

Conve

rsatio

nComposure

Commitm

ent

Retail Relationships

Thanks for attending

We’d love your fe

edback