Customer Facilitation Skills - Liberty Shoes Online

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Managing Customer InteractionsStep 1 - Preparing
Welcoming customersDay 3Session 4
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Session Content

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

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What Happens in a Store
CUSTOMER
Store Environment
Store Staff
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• Prepare

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Prepare

• Personal Grooming
• Organize Showroom
• Organise Stocks
• Know our products

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Personal Grooming Tips
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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

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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
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Personal Grooming -Men
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
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Personal Grooming -Women
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
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Personal Grooming -Women
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
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Personal Grooming -Women
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
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Prepare Store
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Prepare

• Organise Showroom
• Organise Stocks
• Know our products
• Personal Grooming

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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

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Visual Merchandising

• Jo Dikhta Hai Who Bikta Hai!!!

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Visual Merchandising

• Important aspects are
• Image
• Store Design
• Merchandise presentation

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• Managing Customer Interactions

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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

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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

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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

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The 12 Commandments

1. ABC
2. Trial Close
3. Close
4. Extend value as a rule
5. Thank Invite back
6. Record Analyse

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1

• Greet

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Greet

• Verbally with a Smile
• Come forward to greet
• E.g Good Morning Sir, welcome to Revolutions
• Can use local greetings ,if required

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Greet

• Use open ended questions
• Be confident
• Speak firmly
• Establish eye contact
• Recognise regular visitors / customers
• Dont use First names
• Use surnames with titles- Mr. Goyal..etc

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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

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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

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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

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Close ended questions

• Close Ended
• May I help you?
• Is there something that I can do for you?

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Greet

• Do not OFFER to shake hands-unless he is a
  regular customer and the customer offers to shake
  hands first
• Do not use customers first name,unless he is a
  regular customer
• Preferably use surnames

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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/