Reatail customer-service

Key elements of “Excellent Customer “ Service in Retail.

Good Customer Service is not “Enough”!!

5 Key Elements Of “Excellent Customer Servicer in Retail”

Approach

Probe

Present

Resolve

Deliver

“The Right Approach”

When to Approach ?

How to Approach ?

Right Attitude

When NOT to approachFirst thing first!! Let’s understand when you should not approach .

a)Do not approach the customer immediately after they enter into the Store.b)Do not approach when they are busy trying out merchandise or discussing something about it with the person they walked in.c)Give them Ample time to look around and find stuff they are looking for.d)Do not approach customer when they are talking/browsing on their mobile phone.

When to Approach 1)When customer is not able to find something on his own.2)When customer is trying to compare two or more items.3)Approach when you think you have an opportunity to show them latest merchandise of same quality.

How to Approach

Greet with a smile!! “Its not only important, Its “Mandatory”.

Approach Customers with a personalized warm welcome.

Make sure you create a unique and meaningful experience.

How to Approach

Acknowledge when prospects/customers look at you.

After the approach if their concern is related to other department or person, facilitate.

Do not redirect them to other person. Call the executive to help.

Customers feel special if you know them by their names

How to approach.

“Hi, How may I help you?”

Use “Hi, Welcome to “store". I'm “……”. Let me know if you need any help. I will be around!!

How to start?

How to approach.“Right Attitude”

“I am going to close a sale” “I am going to help the shopper to make an Informed Decision.”

“People who walk in here are just another shoppers”

“People who walk in to this store Should be on CENTER STAGE”

“I only care about Merchandise related information”

“I care not only about merchandise but human behavior their feelings, understandings and perception”

“I work as a representative for this store” “I am into human relationship Profession ”

Probe.

• Always ask

• Try to

• Always use

• Key to probe is

Politeness Simplified Language

Positively phrased

questions

Adapt customer’s

style

Probe.If you are asking questions make sure you are polite. Your politeness can get you answers to these questions.First, ask questions to find out what customers want,Second, move toward finding out why they want it.Continue probing until you find which item best suits their needs

Probe

Always use simplified languageUsing simplified language makes shopper really comfortable to open up and tell you what they want.Paraphrase your questions/suggestion to make sure that shopper understands you.Project yourself as a person who is trying to find best suitable option for the shopper.

Probe.

Always ask Positively Phrased questions

Why don’t you try some other brand ?

Why do you feel that way?

Why do you want that color?

Do you mind if I show you some other Brand?

May I know what makes you feel that way?

Have you considered any other colors?

Probe.

Try to Adapt Customer’s Style

Adapt shoppers style so that they become really interested in what you are asking.

Do not use technical terms and jargons in case of consumer electronics if you are not sure that shoppers can understand you.

Do not confuse customer with different brand names which he/she may not be aware of.

Present

Present thoughtful and suitable options to choose from.

Present “Benefits “ not features of commodity or merchandise.

Do not present a solution until you are sure that you have probed well to know what

customer wants .

Present

Present a solution which will enrich their life in some way.Bundle a solutions which customer will take home.Be specific in presenting a solution if there are Budget Concern.

PresentShow them how the product will improve their experience.Present relevant options depending upon requirement such as color choices , technology fabric etc.Educate shoppers about different offers/payment methods only after they have decided to purchase.

Present .

Few tips on Presenting your self..

Look Confident• Eye contact• Your posture• Facial expressions• Gestures

What it takes to• Great Product Knowledge• Ready to help attitude• Adapting the Customer’s style

Sound Confident• Rate of speech(how

slow or fast you speak)• Simple and easy

answers to questions• Volume

What it takes to• Paraphrasing• Think, plan then talk• Clarify• Keep a note of conversations you had

with shoppers

Resolve

Listen actively to plan your actions to resolve issues, concern and requirements.

If you cannot understand the problem seek for help immediately.

Try to resolve a problem completely.

Fact:70% of buying experiences are based on how Customer feels they are being treated.Source : McKinsey

Resolve

If the cases are of exchange or money back, handle such cases calmly. Tell them about the options they have in such cases.

Discreetly tell shoppers about payment methods they can go for if they have budget constraints.

Fact:91% of unhappy customers will not willingly do business with you again in future. Resolve an issue in the customer’s favor and 70% of them will do business with you again. Source : Lee Resources

•Remain calm in such situations, Don’t take it personally as all they are voicing about merchandise.• Listen carefully and let them speak without interruptions as it will calm them down after a while.• During the conversation try to focus on the problem not on the person.•Empathize with Customer do not make excuses or interruption : use these • I understand how you feel• We apologize • Let me see what we can do immediately.

Resolve

Dealing with Difficult Customers

Fact:News of bad customer service reaches more than twice as many ears as praise for a good service experience. Source: White House Office of Consumer Affairs

Deliver

Make sure customers receive everything they’ve paid for before they leave your store .Double check merchandise for following things before bagging :• Faulty/Display Piece • Manufacturing defect• Exact color chosen by shopper• Accurate size• Correct Model Number

Deliver

Double check for frayed tags Price of merchandise before Billing.Try to get customers name for future references.Smile as you are saying goodbye and tell them about upcoming sales/stock to encourage the customer to come again.

Thank you!!

Paradigm Learning Solutions,#403,casa Grande business center,

BangaloreIndia

Contact: [email protected]:080-42128436