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Презентация на тему Everything starts with a smile
Содержание
- 2. Aim of the TrainingTo ensure that all
- 3. Aim of the Training
- 4. AgendaGeneral View of Retail Industry and Retailing
- 5. Let’s Introduce Yourself
- 6. A Few Things
- 7. Pre-test
- 8. Right or Wrong?LC Waikiki is a textile
- 9. General View of the Retail Industry
- 10. What is Retail?Activities regarding the marketing and
- 11. Competition TimeQuestion 1: What was the approximate turnover of global retail in 2014?22 trillion $
- 12. Competition TimeQuestion 2: What was the approximate
- 13. Competition TimeQuestion 3: What is the world’s
- 14. Competition TimeQuestion 4: What was the approximate
- 15. Competition TimeQuestion 5: How many people
- 16. Competition TimeQuestion 6: What is the
- 17. Retail“Never-ending jobs” “The end point of marketing
- 18. What are the Cons of Retail? Inconvenient
- 19. What are the Pros of Retail? Developing
- 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 to be keptFeeling himself/herself valuedQuickness in all processes Excellent Customer Service!
- 24. Technical servicePersonal serviceType of Service
- 25. Technical ServicesStore environmentStore opening-closing timeStore locationProductsPricePhysical comfortCleanliness Procedures Easy parkingSeatingToilets
- 26. Personal ServicesIntangible and immeasurableDepands on the perception of the customerEstimated based on situations
- 27. Good and Bad ServiceService < ExpectationsService = ExpectationsService >Expectations
- 28. What are the Reasons for Losing Customers
- 29. LC Waikiki Customer Service Principles
- 30. LC Waikiki Service PrincipleExcellent customer service is
- 31. ResultsSatisfied customers Loyal customers New customers Scoring higher in mystery shopper SALES….
- 32. Excellent Customer ServicePre-sale PreparationSales and Cash Register ServicesPost-sale Service
- 33. Pre-sale Preparations
- 34. Happens in a very short timeUnconsciousThe first
- 35. First ImpressionExternal appearanceAppealing window themes and display
- 36. First Impression- Store StaffWhat they’re focused onAppearance
- 37. Sales and Cash Register Services
- 38. “The worst sin toward our fellow creatures
- 39. Noticing and GreetingNoticed and greeted customer Feels
- 40. Well, but How?Notice every customerSmileMake eye contactGreet the customer
- 41. Greeting PhrasesWelcome!Welcome, good morning Welcome, have a good dayWelcome, good evening
- 42. Notice the customers who need help!looking for
- 43. Give up what you are doing!Approach the
- 44. Serving More Than One CustomerApologize and ask
- 45. Attention!Do not deal with other tasksDo not
- 46. Careful, Mystery Shopper here!
- 47. Finding out Customer NeedsAsk the right questions!Listen effectively!
- 48. Question TypesOpen-ended questionsClose-ended questionsAlternative questions
- 49. Risky Close-Ended QuestionsDo you like it?Would you like a shirt?Can I help you?Anything else?
- 50. Open-Ended QuestionsWhat colours do you prefer?What kind
- 51. Alternative QuestionsDo you want classic or sports
- 52. Effective Listening
- 54. Make them feel that you care and
- 55. Interrupting the customerCompleting the customer’s sentencesThinking/doing other thingsSpeaking with someone elseMaking assumptionsBeing prejudicedMaking comments without understandingAvoid!
- 56. Giving the Customer Information on Products
- 57. Product Information Consist of…Raw material, fabricStyle Colours Length, sizesPriceCare
- 58. Importance of Product InformationBuilding trustUnderstanding customer needsOffering the right productLess product returns and exchangesSALES, SALES, SALES
- 59. Giving the Information on ProductsShare special features
- 60. Ambiguous StatementsI guess so I think so
- 61. Features or Benefits?Features tell, benefits sell.
- 62. Find the Benefit!
- 63. How Should We Treat Products?Value the productsDo
- 64. Familiarise the Customer with the ProductEnsure that
- 65. Additional and Alternative Sale
- 66. What is Additional Sale?Not settling for a
- 67. Additional Sales MethodsSelling complementary products Selling unrelated productsSelling more than one of the same product
- 68. Oh, I wish there was something to eat!
- 69. What is Alternative Sale?Selling a product which
- 70. We Do Not Have! We do not
- 71. If the Product is Unavailable in the
- 72. A Weird Shirt!
- 73. Customer Complaints
- 74. Customer ObjectionsLet him/her make an objectionThank him/herApologise
- 75. Objections to PricesExplain that the prices are
- 76. Difficult SituationsIf the alarm goes offIf the
- 77. If the Alarm Goes offWhen the customer
- 78. If The Customer Gets AngryDo not take
- 79. If the Customer Gets AngryDo not underestimate
- 80. Angry CustomersYou are right.I understand you.
- 81. If the Customer is IndecisiveAsk open-ended questionsRecommend combinationsRecommend alternativesAsk multiple-choice questions
- 82. Seeing off Customers
- 83. Seeing off See off the customer even
- 84. Seeing off SentencesThank you! Have a good day/evening
- 85. Do not Use!Bye byeNot at allGood luck
- 86. Cash Register Service
- 87. LC Waikiki’s PerceptionTo ensure that all our
- 88. LC Waikiki’s PerceptionThere is always at least
- 89. Calling Customers“Yes, please.” “Next, please.” “Welcome!”
- 90. Taking ProductsProducts are taken gently by making
- 91. Getting Payments“How would you like to pay?”
- 92. Putting Products in BagsThe product belongs to
- 93. Seeing off the Customer“Thank you, have a good day/evening.”
- 94. Product Changes and Product Returns Politely
- 95. Smell of Pastrami
- 96. Everything starts with a Smile!
- 97. Post-test & Evaluation
- 98. Скачать презентацию
- 99. Похожие презентации
Aim of the TrainingTo ensure that all our customers are satisfied as they leave our stores based on LC Waikiki Mağazacılık service standards.
Слайд 4
Agenda
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 CustomersFinding 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 8
Right 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
Слайд 10
What is Retail?
Activities regarding the marketing and selling
of products and services to the end user
Слайд 11
Competition Time
Question 1:
What was the approximate turnover
of
global retail in 2014?
22 trillion $
Слайд 12
Competition Time
Question 2:
What was the approximate turnover
of global ready-to-wear retail in 2014?
2 trillion $
Слайд 13
Competition Time
Question 3:
What is the world’s leading
country which achieved the highest turnover in ready-to-wear retail?
China
Слайд 14
Competition Time
Question 4:
What was the approximate turnover
of European ready-to-wear retail in 2014?
200 billion $
Слайд 15
Competition Time
Question 5:
How many people are employed
by the European ready-to-wear clothing retailers?
2 Million
Слайд 16
Competition Time
Question 6:
What is the total international
turnover of LC Waikiki Mağazacılık?
2.4
Million $
Слайд 17
Retail
“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 18
What 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
Слайд 19
What are the Pros of Retail?
Developing and
becoming significant
Provides opportunity for professional development
Satisfaction of making other
people happyIncreases 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 23
What Does the Customer Expect?
Given promises to be
kept
Feeling himself/herself valued
Quickness in all processes
Excellent Customer Service!
Слайд 25
Technical Services
Store environment
Store opening-closing time
Store location
Products
Price
Physical comfort
Cleanliness
Procedures
Easy parking
Seating
Toilets
Слайд 26
Personal Services
Intangible and immeasurable
Depands on the perception of
the customer
Estimated based on situations
Слайд 28
What 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%
Слайд 30
LC Waikiki Service Principle
Excellent customer service is the
fundamental part of LC Waikiki shopping experience.
Customer is
always our priority!
Слайд 31
Results
Satisfied customers
Loyal customers
New customers
Scoring higher
in mystery shopper
SALES….
Слайд 32
Excellent Customer Service
Pre-sale Preparation
Sales and Cash Register Services
Post-sale
Service
Слайд 34
Happens in a very short time
Unconscious
The first sign
of successful sale
THE ONLY CHANCE
Very difficult to change
First Impression
Слайд 35
First Impression
External appearance
Appealing window themes and display
In-store
product display
Cleanliness of the store
Lighting
Volume of the music
Fresh
odour
Слайд 36
First Impression- Store Staff
What they’re focused on
Appearance
Body
language and facial expression
Tone of voice and speech style
Way
of listeningExcitement or calmness
Слайд 38 “The worst sin toward our fellow creatures is
not to hate them, but to
be indifferent to
them.”Bernard Shaw
Слайд 39
Noticing 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
Слайд 41
Greeting Phrases
Welcome!
Welcome, good morning
Welcome, have a good
day
Welcome, good evening
Слайд 42
Notice the customers who need help!
looking for a
particular size among the products
holding the products against his/her
bodygetting 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 43
Give up what you are doing!
Approach the customer
Use
positive body language
Say “Welcome, let me help you”
When
Helping Someone
Слайд 44
Serving 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
Слайд 45
Attention!
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"!
Слайд 49
Risky Close-Ended Questions
Do you like it?
Would you like
a shirt?
Can I help you?
Anything else?
Слайд 50
Open-Ended Questions
What colours do you prefer?
What kind of
trousers are you thinking of?
What age are you thinking
of?
Слайд 51
Alternative Questions
Do you want classic or sports trousers?
Do
you prefer black or red?
Do you prefer paying
cash or in credit card?Слайд 54 Make them feel that you care and that
you are listening
Make and maintain eye contact
Ask questions
Repeat what
you said every now and thenDo not just listen to the words
Basic Principles of Effective Listening
Слайд 55
Interrupting the customer
Completing the customer’s sentences
Thinking/doing other things
Speaking
with someone else
Making assumptions
Being prejudiced
Making comments without understanding
Avoid!
Слайд 57
Product 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 productEcological product policy
Слайд 58
Importance of Product Information
Building trust
Understanding customer needs
Offering the
right product
Less product returns and exchanges
SALES, SALES, SALES
Слайд 59
Giving the Information on Products
Share special features of
the product, if any
Consider the customer’s needs
Reassure the
customerIf 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 60
Ambiguous Statements
I guess so
I think so
It
must be …
A little
Around
Probably
I don’t know
Approximately
I don’t
think soPossibly
Maybe
I bet
Слайд 63
How 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
Слайд 64
Familiarise the Customer with the Product
Ensure that the
customer touches the product
Recommend the customer tries the product
Show
the nearest fitting roomMake 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 66
What is Additional Sale?
Not settling for a single-product
sale
Trying to sell more products
The way our stores
can increases profitThe way we can increase our sales
Слайд 67
Additional Sales Methods
Selling complementary products
Selling unrelated products
Selling more
than one of the same product
Слайд 69
What 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 70
We 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.
“... is not available in our store, but there is ... . I can help you.”
Слайд 71
If the Product is Unavailable in the Section
Check
the stockroom
If not available, recommend a similar product
Check the
nearby storesGet confirmation on the phone
Send the customer to the store
Make the process as easy as it can be for our customer
Слайд 74
Customer Objections
Let him/her make an objection
Thank him/her
Apologise if
necessary
Do not take it personally
Do not get stubborn with
each otherListen effectively
Reassure the customer
Choose your words carefully
Maintain your positive attitude and body language
Be well-informed about every subject
Слайд 75
Objections to Prices
Explain that the prices are not
different in the other stores
Explain the reasons for pricing
by colourGive information about the campaigns
Give information about the discounts
Слайд 76
Difficult Situations
If the alarm goes off
If the customer
gets angry
If the customer becomes rude
If the customer is
indecisive
Слайд 77
If the Alarm Goes off
When the customer is
about to leave the store
When the customer is about
to go in the store
Слайд 78
If 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 problemDo not raise your voice
Apologize
Be solution–oriented
Make him/her feel that you are nearby
Слайд 79
If the Customer Gets Angry
Do not underestimate the
problem
Do not exaggerate the problem
Lead him / her to
a more suitable placeBe honest
Get him/her to talk to the right person
Give information
Take notes
Follow up
Слайд 81
If the Customer is Indecisive
Ask open-ended questions
Recommend combinations
Recommend
alternatives
Ask multiple-choice questions
Слайд 83
Seeing 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 againSmiling at him/her as you saw him/her for the first time
Say something sincere to see off the customer
Слайд 85
Do not Use!
Bye bye
Not at all
Good luck with
it!
Hope to see you again
See you
Goodbye!
Say hi to your
wife/husbandGood night
Don’t be long
Best wishes
Слайд 87
LC 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 88
LC Waikiki’s Perception
There is always at least one
working cash register
More than two customers, a new cash
register will be operatedAlternative unoccupied cash registers are recommended
Слайд 90
Taking Products
Products are taken gently by making eye
contact
“Let me take your products.”
Hangers and security tags are
removed carefully
Слайд 91
Getting Payments
“How would you like to pay?”
“Sir/madam,
… pieces of products cost …”
Giving the receipt
/invoice, the credit card and the sales slipChecking the money
Giving the receipt/invoice and the change
Слайд 92
Putting Products in Bags
The product belongs to the
customer now!!!
Fold the products properly
Put the products in plastic
bags according to their quantityCheck 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 themFollow the returned product and product change rules
Focus on changing the product before refunding
