2. Managing Customer Interactions Step 1 - Preparing & Welcoming customers Day 3 Session 4

3. Session Content What happens in the store? Personal Grooming Preparing the store The customer buying cycle 12 Commandments First Commandment- Greet to welcome customers

4. What Happens in a Store CUSTOMER Store Environment Store Staff

5. Prepare

6. Prepare Personal Grooming Organize Showroom –Organise Stocks –Know our products

7. Personal Grooming Tips

8. Personal Grooming 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

9. Personal Grooming -Men Hair Length –above shirt collar Natural colour Moustache Neat and well trimmed Nails Kept short Chain If worn,should not be visible Earrings Not permitted Rings Preferably only two Watch Mandatory Not flashy

10. 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 -Men

11. 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 -Women

12. 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 Grooming -Women

13. 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 -Women

14. Prepare Store

15. Prepare Organise Showroom –Organise Stocks –Know our products Personal Grooming

16. Prepare 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

17. Visual Merchandising Jo Dikhta Hai Who Bikta Hai!!!

18. Visual Merchandising Important aspects are : –Image –Store Design –Merchandise presentation

19. Managing Customer Interactions

20. Buying Cycle Customer Walks -in Looks around Comes to one counter Has objections Customer facilitator Opening of transaction Pre-presentation Understanding requirement + Presentation Objection handling

21. Buying Cycle Customer Customer shortlists product Customer waits for billing Customer pays Customer leaves Customer facilitator Closing the transaction Fulfill dormant needs Relationship building System Feedback

22. The 12 Commandments 1.Greet 2.Introduce, if necessary 3.Ask, Listen, Repeat 4.Show & Tell 5.Empathise first 6.Ask Why, Isolate & then explain

23. The 12 Commandments 7.ABC 8.Trial Close 9.Close 10.Extend value as a rule 11.Thank & Invite back 12.Record & Analyse

24. 1 Greet

25. Greet Verbally with a Smile Come forward to greet –E.g: “ Good Morning Sir, welcome to Revolutions” –Can use local greetings,if required

26. Greet 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

27. Open ended Vs. Close ended question Open Ended: –A phrase/sentence in response –Usually not answered with “yes” or “no” Close Ended: –Generally is answered with a “yes” or “no”

28. Open ended questions Open Ended: How can I help you ? What can I do for you? Where had you gone yesterday? Open ended questions are CONVERSATION BUILDERS

29. Open ended questions “Six faithful serving men have I Their names are: WHAT and WHO and WHERE and WHEN and HOW and WHY” - Rudyard Kipling

30. Close ended questions Close Ended: May I help you? Is there something that I can do for you?

31. Greet 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

32. Greet-Heavy Customer Traffic If with another customer,acknowledge the new customer who has walked in by: –Making an eye contact –Smile Visit here : http://www.libertyshoesonline.com/ http://www.libertyshoesonline.com/