Retail Associates Training

• Is the Customer Always RIGHT?

• What is Service?

• 4 Steps to a Sale– First Impressions– Greetings– Sharing– Closing

Is the Customer Always Right?The Customer is NOT always rightThe Customer is ALWAYS important

So, what is Service?

• Simply – Is about customer’s expectations– Is about meeting or exceeding

expectations– Is what the customer feels and

say, not how great you think you are

– Is about doing your best to understand your customer’s needs

And What’s in it for you? Why should you bother?

Challenge yourself to

Step Up your service

I could land a better

opportunity here

Be Proud of Yourself

I don’t like negative

comments about me

STEP UP YOUR SALESWITH 4 SIMPLE YET EFFECTIVE STEPS

Simple 4 Steps to getting a sales!

Closing

Sharing

Greetings

First Impressions

First Impressions Greeting Sharing Closing

YOURACTION

Can I trust you?

Is this a nice person?

Does she cares about my needs?

Is this the right

decision?

CUSTOMERCONCERNS

Its all about managing the expectations at different points!

Greetings: Your key to success!

Sound • Sincere• Respectful• Cheerful

Make eye contact and greet if eye contact is returned

Words• Good afternoon

Sir or Mam, how may I help you

1st Impressions to build rapport

• Do you look ready to serve?

• Do you like what you see?

• Did you bring your smile to work today?

1st Impressions are important because …

Builds trust

Creates Rapport

Softens the Selling

Process

What is the standard customer reply you

could expect?

• Feel free to look around, my name is xxxx, do let me know if you need any help

• Give a quick explanation of the way the goods are displayed, and maintain eye contact. Then use the line above after your explanation.

• Telling your customer your name is to build rapport and trust. VERY IMPORTANT.

And what are good replies?

Hint, “feel free to look around” is NOT one of them

– I am just looking around …– Never mind ….

Sharing Starts withUNDERSTANDING

Sharing ..Beer Example • Best to start by asking questions– Is there a particular beer you prefer?– What do you normally drink?– Would you like to try something

new?– Are you buying for yourself or as a

gift?

• What are some questions that are relevant to your products or services?

Closing the Sales should be

NATURAL

Why People Buy

• Two Main Purchase Motivations– Less a “Pain”– Increase the “Pleasure”

• How much have you found out during your sharing phase?

• If you still are not sure, you are not ready to close!

Closing doesn’t mean is over!

• Lead the customer to the cashier unless there is another customer waiting for your service– Politely point the way to the cashier

• Offer a little bit more– Do you want it gift wrapped?– Would you like to try the Ciders?– Is there something else I can assist

you with?

Summary

• Do yourself proud by doing a good job.

• Be of assistance to customers in need, and if unsure, just tell them its your first day today and you are a bit nervous. You get more mileage from this than you might think

• Your two best weapons – Smile and Eye Contact.

• Most importantly, enjoy yourself

Thank you for your kind attention

To develop or customize training solutions, please contactGiam@StepUpInternational.com