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Everything starts with a smile презентация
Содержание
- 1. Everything starts with a smile
- 2. Aim of the Training To ensure that
- 3. Aim of the Training
- 4. Agenda General View of Retail Industry and
- 5. Let’s Introduce Yourself
- 6. A Few Things
- 7. Pre-test
- 8. Right or Wrong? LC Waikiki is a
- 9. General View of the Retail Industry
- 10. What is Retail? Activities regarding the marketing
- 11. Competition Time Question 1: What was
- 12. Competition Time Question 2: What was
- 13. Competition Time Question 3: What is
- 14. Competition Time Question 4: What was
- 15. Competition Time Question 5: How many
- 16. Competition Time Question 6: What is
- 17. Retail “Never-ending jobs”
- 18. What are the Cons of Retail?
- 19. What are the Pros of Retail?
- 20. Effective Customer Services
- 21. Who is the Customer? A person who buys product or a service
- 22. Who is the Customer? Customer is always our priority!
- 23. What Does the Customer Expect? Given promises
- 24. Technical service Personal service Type of Service
- 25. Technical Services Store environment Store opening-closing time
- 26. Personal Services Intangible and immeasurable Depands on
- 27. Good and Bad Service Service <
- 28. What are the Reasons for Losing Customers
- 29. LC Waikiki Customer Service Principles
- 30. LC Waikiki Service Principle Excellent customer service
- 31. Results Satisfied customers Loyal customers
- 32. Excellent Customer Service Pre-sale Preparation Sales and Cash Register Services Post-sale Service
- 33. Pre-sale Preparations
- 34. Happens in a very short time Unconscious
- 35. First Impression External appearance Appealing window themes
- 36. First Impression- Store Staff What they’re focused
- 37. Sales and Cash Register Services
- 38. “The worst sin toward our fellow creatures
- 39. Noticing and Greeting Noticed and greeted customer
- 40. Well, but How? Notice every customer Smile Make eye contact Greet the customer
- 41. Greeting Phrases Welcome! Welcome, good morning Welcome, have a good day Welcome, good evening
- 42. Notice the customers who need help! looking
- 43. Give up what you are doing! Approach
- 44. Serving More Than One Customer Apologize and
- 45. Attention! Do not deal with other tasks
- 46. Careful, Mystery Shopper here!
- 47. Finding out Customer Needs Ask the right questions! Listen effectively!
- 48. Question Types Open-ended questions Close-ended questions Alternative questions
- 49. Risky Close-Ended Questions Do you like it?
- 50. Open-Ended Questions What colours do you prefer?
- 51. Alternative Questions Do you want classic or
- 52. Effective Listening
- 54. Make them feel that you care and
- 55. Interrupting the customer Completing the customer’s sentences
- 56. Giving the Customer Information on Products
- 57. Product Information Consist of… Raw material, fabric
- 58. Importance of Product Information Building trust Understanding
- 59. Giving the Information on Products Share special
- 60. Ambiguous Statements I guess so I
- 61. Features or Benefits? Features tell, benefits sell.
- 62. Find the Benefit!
- 63. How Should We Treat Products? Value the
- 64. Familiarise the Customer with the Product Ensure
- 65. Additional and Alternative Sale
- 66. What is Additional Sale? Not settling for
- 67. Additional Sales Methods Selling complementary products Selling
- 68. Oh, I wish there was something to eat!
- 69. What is Alternative Sale? Selling a product
- 70. We Do Not Have! We
- 71. If the Product is Unavailable in the
- 72. A Weird Shirt!
- 73. Customer Complaints
- 74. Customer Objections Let him/her make an objection
- 75. Objections to Prices Explain that the prices
- 76. Difficult Situations If the alarm goes off
- 77. If the Alarm Goes off When the
- 78. If The Customer Gets Angry Do not
- 79. If the Customer Gets Angry Do not
- 80. Angry Customers You are right. I understand you.
- 81. If the Customer is Indecisive Ask open-ended questions Recommend combinations Recommend alternatives Ask multiple-choice questions
- 82. Seeing off Customers
- 83. Seeing off See off the customer
- 84. Seeing off Sentences Thank you! Have a good day/evening
- 85. Do not Use! Bye bye Not at
- 86. Cash Register Service
- 87. LC Waikiki’s Perception To ensure that all
- 88. LC Waikiki’s Perception There is always at
- 89. Calling Customers “Yes, please.” “Next, please.” “Welcome!”
- 90. Taking Products Products are taken gently by
- 91. Getting Payments “How would you like to
- 92. Putting Products in Bags The product belongs
- 93. Seeing off the Customer “Thank you, have a good day/evening.”
- 94. Product Changes and Product Returns
- 95. Smell of Pastrami
- 96. Everything starts with a Smile!
- 97. Post-test & Evaluation
- 98. Thank you!
Aim of the Training To ensure that all our customers are satisfied as they leave our stores based on LC Waikiki Mağazacılık service standards.
Слайд 2Aim of the Training
To ensure that all our customers are satisfied
as they leave our stores based on LC Waikiki Mağazacılık service standards.
Слайд 4Agenda
General View of Retail Industry and Retailing
Effective Customer Services
LC
Waikiki Customer Service Principles
Pre-sale Preparations
Providing Sales and Cash Register Services for Customers
Finding out Customer Needs
Information on Products
Customer Objections & Difficult Situations in Stores
Completion of Sale
Additional and Alternative Sale
Seeing off Customers
Post-sale Service
Pre-sale Preparations
Providing Sales and Cash Register Services for Customers
Finding out Customer Needs
Information on Products
Customer Objections & Difficult Situations in Stores
Completion of Sale
Additional and Alternative Sale
Seeing off Customers
Post-sale Service
Слайд 8Right or Wrong?
LC Waikiki is a textile company
LC Waikiki is a
manufacturing company
LC Waikiki is a retailer
LC Waikiki is a ready-to-wear clothing retailer
LC Waikiki is a retailer
LC Waikiki is a ready-to-wear clothing retailer
Слайд 10What is Retail?
Activities regarding the marketing and selling of products and
services to the end user
Слайд 11Competition Time
Question 1:
What was the approximate turnover of
global retail
in 2014?
22 trillion $
Слайд 12Competition Time
Question 2:
What was the approximate turnover of global ready-to-wear
retail in 2014?
2 trillion $
Слайд 13Competition Time
Question 3:
What is the world’s leading country which achieved
the highest turnover in ready-to-wear retail?
China
Слайд 14Competition Time
Question 4:
What was the approximate turnover of European ready-to-wear
retail in 2014?
200 billion $
Слайд 15Competition Time
Question 5:
How many people are employed by the European
ready-to-wear clothing retailers?
2 Million
Слайд 16Competition Time
Question 6:
What is the total international turnover of LC
Waikiki Mağazacılık?
2.4
Million $
Слайд 17Retail
“Never-ending jobs”
“The end point of marketing activities”
“Creating a pleasant and
enjoyable shopping environment where customers can meet their needs and be satisfied”
Слайд 18What are the Cons of Retail?
Inconvenient working hours
Working on the
days when everyone is on holiday
Having to provide the same service quality
Standing up while working
Customers’ problems
Stress
Having to provide the same service quality
Standing up while working
Customers’ problems
Stress
Слайд 19What are the Pros of Retail?
Developing and becoming significant
Provides opportunity
for professional development
Satisfaction of making other people happy
Increases self-confidence
Makes you feel successful
Has a nice and dynamic working environment
Opportunity for developing communication skills
Does not have a time limit
Satisfaction of making other people happy
Increases self-confidence
Makes you feel successful
Has a nice and dynamic working environment
Opportunity for developing communication skills
Does not have a time limit
Слайд 23What Does the Customer Expect?
Given promises to be kept
Feeling himself/herself valued
Quickness
in all processes
Excellent Customer Service!
Excellent Customer Service!
Слайд 25Technical Services
Store environment
Store opening-closing time
Store location
Products
Price
Physical comfort
Cleanliness
Procedures
Easy parking
Seating
Toilets
Слайд 26Personal Services
Intangible and immeasurable
Depands on the perception of the customer
Estimated based
on situations
Слайд 28What are the Reasons for Losing Customers ?
Giving bad service 65%
Not
being satisfied with the product 14%
Opening of new stores by competitors 8%
Influenced of competitors’ ads and promotions 7%
The customer may move to somewhere else 3%
The customer maybe sick or passed away 1%
Opening of new stores by competitors 8%
Influenced of competitors’ ads and promotions 7%
The customer may move to somewhere else 3%
The customer maybe sick or passed away 1%
Слайд 30LC Waikiki Service Principle
Excellent customer service is the fundamental part of
LC Waikiki shopping experience.
Customer is always our priority!
Customer is always our priority!
Слайд 31Results
Satisfied customers
Loyal customers
New customers
Scoring higher in mystery shopper
SALES….
Слайд 32Excellent Customer Service
Pre-sale Preparation
Sales and Cash Register Services
Post-sale Service
Слайд 34Happens in a very short time
Unconscious
The first sign of successful sale
THE
ONLY CHANCE
Very difficult to change
Very difficult to change
First Impression
Слайд 35First Impression
External appearance
Appealing window themes and display
In-store product display
Cleanliness of
the store
Lighting
Volume of the music
Fresh odour
Lighting
Volume of the music
Fresh odour
Слайд 36First Impression- Store Staff
What they’re focused on
Appearance
Body language and facial
expression
Tone of voice and speech style
Way of listening
Excitement or calmness
Tone of voice and speech style
Way of listening
Excitement or calmness
Слайд 38“The worst sin toward our fellow creatures is not to hate
them, but to
be indifferent to them.”
Bernard Shaw
be indifferent to them.”
Bernard Shaw
Слайд 39Noticing and Greeting
Noticed and greeted customer
Feels more comfortable
Is more likely
to shop
Ignored customer
Stays in the store less
Less chance of selling
Ignored customer
Stays in the store less
Less chance of selling
Слайд 42Notice the customers who need help!
looking for a particular size among
the products
holding the products against his/her body
getting products that will not fit him/her
looking around in a confused or angry manner
trying to create a combination
trying to reache out to get a product
holding the products against his/her body
getting products that will not fit him/her
looking around in a confused or angry manner
trying to create a combination
trying to reache out to get a product
Noticing the Signs
Слайд 43Give up what you are doing!
Approach the customer
Use positive body language
Say
“Welcome, let me help you”
When Helping Someone
Слайд 44Serving More Than One Customer
Apologize and ask for permission
Serve
Be quick and
dynamic
Do not neglect any of them
Do not leave your customer unattended
Do not neglect any of them
Do not leave your customer unattended
Слайд 45Attention!
Do not deal with other tasks
Do not chat with the colleagues
Do
not act like “three monkeys”!
Do not act like "Pink Panther”!
Do not seem like “you have just tidied up"!
Do not act like "Pink Panther”!
Do not seem like “you have just tidied up"!
Слайд 49Risky Close-Ended Questions
Do you like it?
Would you like a shirt?
Can I
help you?
Anything else?
Anything else?
Слайд 50Open-Ended Questions
What colours do you prefer?
What kind of trousers are you
thinking of?
What age are you thinking of?
What age are you thinking of?
Слайд 51Alternative Questions
Do you want classic or sports trousers?
Do you prefer black
or red?
Do you prefer paying cash or in credit card?
Do you prefer paying cash or in credit card?
Слайд 54Make them feel that you care and that you are listening
Make
and maintain eye contact
Ask questions
Repeat what you said every now and then
Do not just listen to the words
Ask questions
Repeat what you said every now and then
Do not just listen to the words
Basic Principles of Effective Listening
Слайд 55Interrupting the customer
Completing the customer’s sentences
Thinking/doing other things
Speaking with someone else
Making
assumptions
Being prejudiced
Making comments without understanding
Being prejudiced
Making comments without understanding
Avoid!
Слайд 57Product Information Consist of…
Raw material, fabric
Style
Colours
Length, sizes
Price
Care labels
Things to be used
with the product
Stock condition
Place of production
Description of the product
Ecological product policy
Stock condition
Place of production
Description of the product
Ecological product policy
Слайд 58Importance of Product Information
Building trust
Understanding customer needs
Offering the right product
Less product
returns and exchanges
SALES, SALES, SALES
SALES, SALES, SALES
Слайд 59Giving the Information on Products
Share special features of the product, if
any
Consider the customer’s needs
Reassure the customer
If you use any technical terms, explain them
Do not speak badly about products
Do not make any comments if you do not know something
Be clear and understandable, do not confuse them
Do not use ambiguous expressions
Consider the customer’s needs
Reassure the customer
If you use any technical terms, explain them
Do not speak badly about products
Do not make any comments if you do not know something
Be clear and understandable, do not confuse them
Do not use ambiguous expressions
Слайд 60Ambiguous Statements
I guess so
I think so
It must be …
A
little
Around
Probably
Around
Probably
I don’t know
Approximately
I don’t think so
Possibly
Maybe
I bet
Слайд 63How Should We Treat Products?
Value the products
Do not point at the
products
Present them gently
Talk positively about products
Realise the defects before the customer
Present them gently
Talk positively about products
Realise the defects before the customer
Слайд 64Familiarise the Customer with the Product
Ensure that the customer touches the
product
Recommend the customer tries the product
Show the nearest fitting room
Make sure that the fitting rooms are clean
Be ready, the customer can ask for help in the fitting room
Get the customer to speak about the product
Make positive comments about the product
Recommend the customer tries the product
Show the nearest fitting room
Make sure that the fitting rooms are clean
Be ready, the customer can ask for help in the fitting room
Get the customer to speak about the product
Make positive comments about the product
Слайд 66What is Additional Sale?
Not settling for a single-product sale
Trying to sell
more products
The way our stores can increases profit
The way we can increase our sales
The way our stores can increases profit
The way we can increase our sales
Слайд 67Additional Sales Methods
Selling complementary products
Selling unrelated products
Selling more than one of
the same product
Слайд 69What is Alternative Sale?
Selling a product which can be replaced with
the one requested by the customer or a totally different product if we do not have the requested product
Слайд 70We Do Not Have!
We do not sell it, we do
not have it!”
It is sold in …. store.
We do not have it, but we can give you this.
It is sold in …. store.
We do not have it, but we can give you this.
“... is not available in our store, but there is ... . I can help you.”
Слайд 71If the Product is Unavailable in the Section
Check the stockroom
If not
available, recommend a similar product
Check the nearby stores
Get confirmation on the phone
Send the customer to the store
Make the process as easy as it can be for our customer
Check the nearby stores
Get confirmation on the phone
Send the customer to the store
Make the process as easy as it can be for our customer
Слайд 74Customer Objections
Let him/her make an objection
Thank him/her
Apologise if necessary
Do not take
it personally
Do not get stubborn with each other
Listen effectively
Reassure the customer
Choose your words carefully
Maintain your positive attitude and body language
Be well-informed about every subject
Do not get stubborn with each other
Listen effectively
Reassure the customer
Choose your words carefully
Maintain your positive attitude and body language
Be well-informed about every subject
Слайд 75Objections to Prices
Explain that the prices are not different in the
other stores
Explain the reasons for pricing by colour
Give information about the campaigns
Give information about the discounts
Explain the reasons for pricing by colour
Give information about the campaigns
Give information about the discounts
Слайд 76Difficult Situations
If the alarm goes off
If the customer gets angry
If the
customer becomes rude
If the customer is indecisive
If the customer is indecisive
Слайд 77If the Alarm Goes off
When the customer is about to leave
the store
When the customer is about to go in the store
When the customer is about to go in the store
Слайд 78If The Customer Gets Angry
Do not take it personally
Try to understand
his/her expectation
Listen carefully and kindly
Let him/her talk about his/her problem
Do not raise your voice
Apologize
Be solution–oriented
Make him/her feel that you are nearby
Listen carefully and kindly
Let him/her talk about his/her problem
Do not raise your voice
Apologize
Be solution–oriented
Make him/her feel that you are nearby
Слайд 79If the Customer Gets Angry
Do not underestimate the problem
Do not exaggerate
the problem
Lead him / her to a more suitable place
Be honest
Get him/her to talk to the right person
Give information
Take notes
Follow up
Lead him / her to a more suitable place
Be honest
Get him/her to talk to the right person
Give information
Take notes
Follow up
Слайд 81If the Customer is Indecisive
Ask open-ended questions
Recommend combinations
Recommend alternatives
Ask multiple-choice questions
Слайд 83Seeing off
See off the customer even if s/he did not
do shopping
Thank the customer
Make the customer feel that you would like to see him/her in the store again
Smiling at him/her as you saw him/her for the first time
Say something sincere to see off the customer
Thank the customer
Make the customer feel that you would like to see him/her in the store again
Smiling at him/her as you saw him/her for the first time
Say something sincere to see off the customer
Слайд 85Do not Use!
Bye bye
Not at all
Good luck with it!
Hope to see
you again
See you
Goodbye!
Say hi to your wife/husband
Good night
Don’t be long
Best wishes
See you
Goodbye!
Say hi to your wife/husband
Good night
Don’t be long
Best wishes
Слайд 87LC Waikiki’s Perception
To ensure that all our customers are satisfied as
they leave our stores by providing fast and genial service for our customers at the cash register points.
Слайд 88LC Waikiki’s Perception
There is always at least one working cash register
More
than two customers, a new cash register will be operated
Alternative unoccupied cash registers are recommended
Alternative unoccupied cash registers are recommended
Слайд 90Taking Products
Products are taken gently by making eye contact
“Let me take
your products.”
Hangers and security tags are removed carefully
Hangers and security tags are removed carefully
Слайд 91Getting Payments
“How would you like to pay?”
“Sir/madam, … pieces of
products cost …”
Giving the receipt /invoice, the credit card and the sales slip
Checking the money
Giving the receipt/invoice and the change
Giving the receipt /invoice, the credit card and the sales slip
Checking the money
Giving the receipt/invoice and the change
Слайд 92Putting Products in Bags
The product belongs to the customer now!!!
Fold the
products properly
Put the products in plastic bags according to their quantity
Check the products on a final inspection device
Give the bag to the customer
Gift wrap
Put the products in plastic bags according to their quantity
Check the products on a final inspection device
Give the bag to the customer
Gift wrap
Слайд 94
Product Changes and Product Returns
Politely ask the reason
Have a positive attitude
Trust
your customers
Try to help them
Listen to concerns and show them that you value them
Follow the returned product and product change rules
Focus on changing the product before refunding
Try to help them
Listen to concerns and show them that you value them
Follow the returned product and product change rules
Focus on changing the product before refunding
