customer relationship management,customer satisfaction,customer service,retail

1. Key elements of “Excellent Customer “
Service in Retail.
Good Customer Service is not “Enough”!!

2. 5 Key Elements Of “Excellent Customer Servicer in Retail”

3. “The Right Approach”
When to
Approach ?
How to
Approach ?
Right
Attitude

4. When NOT to approach
First 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.

5. 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.

6. 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.

7. 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

8. 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?

9. 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 ”

10. Probe.
• Always
ask
• Try to
• Always
use
• Key to
probe is
Politeness
Simplified
Language
Positively
phrased
questions
Adapt
customer’s
style

11. 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

12. Probe
Always use simplified language
Using 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.

13. 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?

14. 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.

15. 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 .

16. 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.

17. Present
Show 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.

18. 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

19. 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

20. 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

21. •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

22. 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

23. 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.

24. Thank you!!
Paradigm Learning Solutions,
#403,casa Grande business center,
Bangalore
India
Contact: info@paradigmlearningsolutions.com
Phone:080-42128436