Gajanan shirke training bhilai

Why are You Here?

Gajanan Shirke-MIH

03/09/15 Gajanan Shirke-MIH , Author

What we will be covering?

Effective Customer Interaction

Selling Skills

Delighting Customers


Effective Customer Interaction


An Activity

The Greatest Sales Stories Ever Told


Contents Receiving a Customer Customer Interaction – The 4 Step Process(Identify customers individually, Differentiate

customers, Interact with customers, Customize for customers)

Personal appearance How to Communicate with the customers

Verbal / Non-verbal Understanding Customers – Questioning &

Listening Handling Customers – Types of Customers

Working with more than one Customer Dealing with queries03/09/15 Gajanan Shirke-MIH , Author


Receiving our Customers – Greeting


First Impressions

You are the First point of contact with the Customers

You are the Hotel’s image Customers observe your personal grooming and

grooming of your Store Organize yourself– every time a Customer

leaves your premises Clean the public area– every time

Receiving Customers03/09/15 Gajanan Shirke-MIH , Author

Why should we Greet our Customer?

Acknowledge their Visit to our Hotel

Greeting makes our Customers to feel:

Welcoming Comfortable in the Hotel Positive about our Hotel Signal of Friendly environment

Receiving Our Customers03/09/15 Gajanan Shirke-MIH , Author

Role of CSA in Greeting

1st Step of receiving a Customer is to Greet them.

Your Role as Hotel representative Greet Thank See off (farewell) our Customers

Important: And this every time the employees encounters a Customer


Where do you use greetings?

First point of contact Entrance Corridors F&B outlets


Types of Greeting

Good morning/ afternoon/

evening

Namaste (with folded hands)

Namsate “Thank you ,please come again”

“Thank you for Dining/Staying

with us”


Essentials of a Greeting?

Be genuine Smile from the heart, do not laugh

Friendly gestures Smile, stand straight, make an eye contact

Acknowledgement of customer Nod your head while Greeting


Process of Greeting A Customer


Approach the customer

Make an eye contact with the customer Do not wait until the customer comes to you Do not invade personal body space Show that you care

Customer Enters Hotel

Approach (Eye Contact)


Smile at the customer

Try to put a natural smile Smile has to be genuine


Approach (Eye Contact) Smile


Acknowledge the customer to ensure the customer is aware of you

Use a gesture Nod your head Shake your head slightly Bend your neck


Approach (Eye Contact) Smile Acknowledge


Verbally greet the customer

Namaste (pause) or Namaskar or Good Morning/Afternoon/Evening

Use a warm and friendly voice – be careful of the tone of your voice

Customer Enters Store

Approach (Eye Contact) Smile Acknowledge Greet

This should take within 0-5 Sec of Customer entry03/09/15

Gajanan Shirke-MIH , Author

Engaging with Customers


Engaging – The 4 Step Process

Hoshiyar - Alert and Attentive on the floor. Acknowledge their presence. Approach at the right time. Assist if needed

Interaction with Customers03/09/15 Gajanan Shirke-MIH , Author

Hoshiyar - Alert and Attentive

Where ….

Hotel Entrance – by Security Guard At Front Desk - FO Team F&B Outlet- F&B team Corridors - HK Team Back Areas : Back of the house team During the Exit - by Security Guard


Acknowledging the Customer

Level 1. More than 10ft - When they are far away we should smile and nod our head

Level 2. Less than 10 ft - Near us should smile, nod our head and Greet our Customers

Level 3. Around 3 ft - Very close to us take a step back, smile, nod head, Greet them and

start engaging with Customers


Approach at the Right time

Calls you. Signals you. Looks Confused Has 2-3 things in hand. Is searching for a help. Looking for signs.


While we are Assisting:

….SMILE ….Maintain an eye contact. ….Stand Straight. Use hands while explaining ….Keep a distance from our customers- Don’t

get too close ….Offer assistance ….Listen to our customers ….Offer solution ….Escort them


Opening Lines

Must be Context based – background of our Customers

must have nothing to do with business must to encourage conversation must be creative, unique, and/or special enough

to start a conversation

Receiving Customers Question03/09/15 Gajanan Shirke-MIH , Author

If they come with children

Every parent loves to talk about their Children Comment on how cute the kids are Find out how old are they Comment on how well the child speak Be careful not to guess baby’s gender (male /

female)


Working with More Than One Customer

Working with Customer A and Customer B Seek Verbal approval from Customer A Again seek Verbal approval from Customer B Works because: you are courteous and asking

favour In most cases you will be successful


Thank them for their visit

Ask them to visit again with Smile and nodding your head slightly

Help them You can also take feedback here


Role Play

Customer Interaction


Personal Appearance -

Grooming


Personal Hygiene

Brushing teeth, regular bath, and mouth free from odor, neatly trimmed nails

Hair must be short and trim and properly groomed

Beards sideburns and mustaches must be clean and neatly groomed

No fancy hair colors

Grooming03/09/15 Gajanan Shirke-MIH , Author

Dress Code

Hotel uniform is must Uniform should be Clean & ironed. Proper display of ID- Cards (if any) Clean service utentials every day. Shoe - clean and polished Simple belts Black shoes & socks

Grooming03/09/15 Gajanan Shirke-MIH , Author

Communication with the

Customers


Why Communication is important ?

To understand customer’s: Needs Wants Expectations

Communication03/09/15 Gajanan Shirke-MIH , Author

Communication

7% - Words 38% - Tone & Pitch 55% - Body Language


What is important in communication with the customer?

Non-Verbal Body language

Verbal Words, volume, pitch and tempo


Understanding the Customers


Two ways we can understand Customers

Questioning

Listening


Questioning – Why should we ask Questions?

Inviting them to talk Get basic knowledge about the Customers Voice of Customer (pain / need areas) Gives direction to the conversation Builds Empathy in the Customers Establishes a base for building a relationship

Communication Back03/09/15 Gajanan Shirke-MIH , Author

Types of Questions

Closed Ended

Open Ended


Closed Ended Questions

Definitive - Can be answered with “yes” or “no” One word answers mostly Useful for checking your own or customer’s

understanding Enables you to control the conversation with the

Customer


Examples

E.g. Is this what you looking for? E.g. Do you need more clarification? E.g. Is this colour ok? E.g. What is your favourite Indian or Chinese ? E.g. How many members are there in your Family?


Open Ended Questions

These questions will help in: Get a Customer to talk about the good things in

their lives (talking about their yield/realization) Getting them "interested" in talking with you Allows the customer to find their own answer –

to choose the right product Builds a dialogue, in turn you can develop

rapport and relationship with them


Examples

E.g. “Tell me about the places you like” E.g. What kind of setup you like? E.g. Would you tell me more about your shirt? E.g. What kind of information are you looking about?


Listening-Why is it important to Listen to Customers?

to understand customer needs – advising them the right product

to demonstrate to customers that you understand them

to expect future needs customer satisfaction depends upon listening

actively


Active Listening Techniques

Pay attention. Show that you are listening Do Not Interrupt Provide feedback Answer rightly


Pay Attention

Give undivided attention Hands in front of the body Maintain Eye contact Tilted head


Show that you are listening

Nod (shake your head) occasionally Smile and use other facial expressions follow body language tips Encourage the Customer to continue with small

verbal comments like: Yes, I understand and …..


Do Not Interrupt

Allow the Customer to finish.

Don’t interrupt with counterarguments unless necessary.


Provide feedback

Reinforce what has been said by paraphrasing

Ask questions to clarify certain points

Summarize the Customer’s comments regularly to avoid misunderstanding


Answer rightly

Be frank, open, and honest in your response. State your opinions respectfully. Treat the other person as you would want to be

treated


Handling different

Types of Customers


Types of Customers

Teenagers / young adults Elderly

Handling different Customers03/09/15 Gajanan Shirke-MIH , Author

Teenagers / young adults - Characteristics Window dinners Small purchases Interest in fast food Frequent dinners – Weekly Accompanied with parents / relatives


Teenagers / young adults - Handling

New promotions / offers

Have information about product, price, quality, etc


Elderly Customers - Characteristics

Looking for attention Do not want to be rushed


Elderly Customers – Handling

Reaching and locating restaurant

Help them in food selection


Dealing with Queries


Do you know your Job?

What are the areas of knowledge that you are supposed to have?

What are the products & services that we deliver?



Common Customer Queries

Do you have….? How much is….? Where can I find…? What goes with…? Which starter is better? How long will it take? Do you provide home delivery?

Dealing with Queries03/09/15 Gajanan Shirke-MIH , Author

Steps in dealing with customer queries

1. Greet customer

2. Evaluate query

3. Answer query



Greet the customer

Make an eye contact with the customer Smile at the customer Acknowledge the customer

nod to ensure the customer is aware of you

Verbally greet the customer Namaste or Namaskar Use a warm and friendly voice


Understand the query

Is it a simple query Decide whether you can answer the query, if

Yes, go ahead and help them Is query is something more complex


Answer query

Stop what you are doing if you can & help them Give the customer your complete attention If the customer wants to know where an item is

located, escort the customer to the product, do not give direction how to reach that particular product or category


When You Cannot Answer the Query

Inform the customer that you will get the assistance

Escort the customer to the person who can answer the query

Explain the customer’s query to the person providing the assistance


Recap

Receiving a Customer - Greeting Customer Interaction – The Five Step Process Personal appearance How to Communicate with the customers

Verbal / Non-verbal Understanding Customers – Questioning &

Listening Handling Customers – Types of Customers

Dealing with queries


End of Effective Customer Interaction


Selling Skills


Contents Engaging – The 4 Step Process Understanding the Customer Needs

Customer Needs Uncovering Customer Needs: Probing – Questioning Techniques

Open / Closed Ended Questions Customer buying process

The Sales Process Fulfilling Customer Needs

Product Knowledge Features, Advantages and Benefits Demonstration

Handling Objections Offer alternatives Add On / Up-Selling / Cross Selling Closing the Sales

Closing Techniques Exchange Policy Warranty / Guarantee Asking for Referrals


Prerequisites of Initiating a Sale

4 Steps of Engaging

Alert and Attentive Acknowledge Approach Assist


Understanding the

Customer Needs


Customers Needs

Understanding customer needs is not always a simple task, since the customer does not generally state what he/ she needs. It is the employees task to identify what exactly the customer desires


Five types of needs

Stated needs Real needs Unstated needs Delight needs Secret needs


Recognize the Need

Recognizes his need – to buy Fertilizers Responds to promotions/offers/discounts If something urgent – takes decision quickly

Recognize the

Need

Information Search

Remove Concerns

PurchaseDecision

Post Purchase


Information Search

o Asks friends / visiting other hotels / Gathers broachers / leaflets / promotional material / free samples if any

o Most Customers value and respect personal advice (Word Of Mouth) more than any other medium

Recognize the

NeedInformation

SearchRemove Concerns

PurchaseDecision

Post Purchase

03/09/15Gajanan Shirke-MIH , Author

Purchase Decision

a purchase is made our customer walks away happy sometimes may not be happy

Recognize the

Need

Information Search

Remove Concerns

PurchaseDecision

Post Purchase


The Selling Process


Why Sales Process is important?

To achieve our Sales targets


The Steps of the Sales Process

1. Understanding Customer Needs

2. Fulfilling Customer Needs

3. Offer Alternatives

4. Handling Objections

5. Add On – Generating extra Sales

6. Close the Sale


Step 1: Understanding Customer Needs

Asking questions Using “Tell Me” Providing Information

Types of Products Pricing Structure


Step 2: Fulfilling Customer Needs

Product Knowledge Features, Advantages and Benefits Demonstration / Trial

Fulfilling Customer Needs03/09/15 Gajanan Shirke-MIH , Author

Product Knowledge


Why is Product Knowledge important?

Knowledge – provides clarity to Customers Helps in Overcoming Objections Strengthens your Communication Skills Boosts Enthusiasm & Confidence Knowledge means more sales


How do you acquire Product Knowledge

Information on the Product Product presentation Training Sessions Practical use


SELL

Show the product's features Explain its advantages Lead into the benefits for the Customer Let the Customer talk

Fulfilling Customer Needs

Opening Lines

FeaturesDemons-

tration

Let Customer

Try


Why is it important to Delight Customers

Life time value of a Customer


What is Life time value of a Customer?

It is the total revenue earned out of a customer and his/her referrals


Why this is important?

The lifetime value of a customer continues even after he/she is not our customer anymore

If each customer creates referrals and the chain goes on then the lifetime value for each would be very high

It is more important to retain a customer not only for his/her lifetime value but also because cost of getting a new customers is higher


How it works?

1. By Selling the Product to Mr. XYZ Initial Revenue

2. Monthly spent on outing Regular Revenue

3. By Selling the ----- to Mr. XYZ friends

Referrals

4. Monthly spent by Mr. XYZ friends

5. to save on Marketing costs as the cost of acquiring a customer through a referral is very low (a few telephone calls)

Customer Acquisition cost saving


Steps of Delighting

Taking Feedback Follow-Up Issue Resolution Complaint Handling


Taking Feedback from

Customer


Why to Take Feedback

Improves our sales – products that fulfill customer needs

Improves customer satisfaction– repeat customers

Helps address or reduce customer’s disagreement

Can improve our products & price range Will help us grow our business

Taking Feedback03/09/15 Gajanan Shirke-MIH , Author

The Seven Deadly Sins


1. Procrastination(the action of delaying or postponing something)

You will lose your job and career Other simple jobs like paperwork are also

important for everyone of us Filling cheklist Feedback collection


2. Arrogance

You can have confidence but not arrogance To succeed we must serve both our customers

and company

3. Lack of interest

Employees are backbone of any Hotel – if you lose interest it will effect our Hotel and business


4. Gossip

No office politics – we are all same at Hotel No gathering on the guest floor – use breaks to

discuss your personal problems never say something bad / wrong about someone to anyone

5. Inflexibility

Be flexible and open to new ideas Everyone’s contribution is important and follow if

someone gives you a better idea03/09/15 Gajanan Shirke-MIH , Author

6. Inappropriateness

Creating hostile workplace is completely unacceptable

Stay away from conflict

7. Lack of accountability

Take responsibility for what you doing You are answerable for your job


10 Golden rules that will make a successful CSA


1. Sell to Every Single Customer

You must sell to every Customer Learn from victories Analyze mistakes What did you do differently today to close the

sale


2. Focus on the Floor

Imagine that you're the customer in other hotel Give undivided attention to the Customers Give Smiling service


3. Listen to Your Customers

Pay attention Show that you are Listening Provide feedback Do not interrupt Answer rightly


4. Look professional

well-groomed and dressed appropriately friendly and welcoming disposition follow all those grooming standards are

prescribed by the Company

5. You Must Ask Questions

Ask right questions – open and closed ended Use right words to present your product


6. Features Must be Linked to Benefits

Features don’t sell, Benefits DO Personalize the benefits to your Customer’s

Stated and Unstated needs


7. Product Knowledge is Key

Strengthens the Communication skills Boosts Enthusiasm Builds confidence Helps in overcoming objections

8. Aim to be Unique

Find something that is Unique of Hotel and yourself

Do something differently than your competitors


9. Know why Customer is leaving the Hotel without making a Booking

employees should be able to engage and establish enough of relationship with Customer to know whey he is leaving without buying something

Remember, we can’t say he was just taking rates


10. Selling with Enthusiasm

Why it is important in Selling?

Enthusiasm can give you the energy to take action

enthusiasm keeps you going especially when the going gets tough

motivates everyone around you–your sales team, your hotel, your customers


Techniques to keep up your Enthusiasm at peak levels

This is Your Job Set Your Own Personal Targets Try new things Use your weekly offs productively Share the power


Server, Bad employee and Professional


Server Bad Employee Professional

They say, "How may I help you?"

When you don't bother to listen to the answer.

when you naturally engage the customer in a friendly

way – 3 Ps (personable, personal and purpose)

When you say, "Will that be all?"

When you ignore the customer when he is making a sale.

When you Congratulate your Customer on their purchase

when you are unable to answer a customer's question about

a product

when you make up answers to questions.

when you either know the answer or do your best to

find it

when you don't think to eat a mint (mouth freshener) after eating onions, spicy food or

smoking a cigarette

when you smoke on the way your customer walks by to enter the store

when you correct your colleagues who are making these mistakes at store


when you fail to contribute new ideas about how the store can improved

when you say that contributing to the success of the store isn't your job

when you contribute ideas whether you've been asked or not

when you don't care for your job but have no plans to leave

when you tell everyone you don't like your job but never leave

when you like your job and meeting your targets regularly

when you hate to sell when you tell people you're a salesperson but all you do is

clerk a sale

when you're proud to sell because what you do has a

positive impact on customer's lives

You are standing like a statue in the category

You are everywhere except in you department

You are always with the Customers


Customers remember you when they come next time

They don’t remember you at all

They ask for you when they visit the store next time

You follow Customer service

You don’t bother about your Customers

You are extremely focused on providing a great experience to your customers

You repeat the process again and again

You do what you feel like that time

You go beyond every single customer


Thank You


Gajanan shirke training bhilai

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