6. Update on daily target vs. achievement
Counter/ section cleanliness
Ease in Customer movement
Checking display, focal points
Price tag on merchandise, offer updation
Readiness before
Store Opening
(10:00 to 10:30 AM)
7. Hangers, shopping bags in respective
location
Knowledge of promo/offers or any other
marketing activity
Product knowledge of new arrivals
Checking of facilities
Readiness before
Store Opening
(10:00 to 10:30 AM)
8. The strongest motivator is the
product!
The team member is expected to be a
specialist with detailed knowledge of the
product they handle!
9. Sizes
Colors options
Price points available
Product usage, USP, FAB
Occasions of use
Specifications
Understanding of any technical terms
Wash care
11. Current inventory status
Inventory location
Back-stock
Availability of extra stock
Order to delivery cycle
Anticipated merchandise
Expected time of arrival
12. Current trends in the category
Observe and know what‟s happening
around
Competition
Seasonal buying trends
Fashion trends
13. There is no such thing as a
‘Time-pass’ Customer
14.
15.
16. Approach –
Greet &
Smile
Closing of Need
Sale Analysis
Objection Presentation
Handling
17.
18. I am
Doesn’t Approach &
important? matter Greeting
Consider my Insensitive Need
needs Analysis
Will the Presentation
product suit Unresponsive & objection
me? handling
What do I do Sale lost Closing
now?
19.
20. Your aim in opening a sale is to
close it!
To gain the customers‟ attention.
To awaken the customer‟s interest in the
merchandise
To lead in to the sales presentation
Make customers feel comfortable, at ease and
welcome
Higher the engagement –
Greater the probability of Sale !!
21. Allow the customers to get used to
the store environment
Eye Contact & Smile – at each & every customer
Too late - customer may change his/ her mind.
Observe customer to understand his/her interest
You never get a second chance to
create a first impression!
22. Clues:
Customer feels the merchandise
Customer looks at the price tags
Customer spends more time in the section
Customer‟s hands are full – carries a basket
Customer looks around for help
Customer entry is directed to a particular
section
24. A good approach tells the customer that you
know they are there and are ready to give
assistance if needed
Social greeting / Conversational approach
Namaste / Namaste Sir;
I am…...
25. Merchandise greeting
(To customer looking at merchandise) that‟s
our new range of ….. are you looking for
something to wear for a party?
Are you looking for size 40?
26. Bonus/ Special feature Approach
(To a customer looking at shoes) Namaste Sir,
there is a 20 % discount on a new range that came
in just yesterday.
Sir, there is a special scheme on denims section.
28. Common Errors
Not looking into the customers‟ eyes
Not giving sincere and honest compliments
Making smart remarks
Talking too softly, too loudly or too much
Not giving the other person your full attention.
Not giving enough personal space
Not giving a warm welcoming smile.
29.
30.
31.
32. The great help to opening & progressing a sale is
to observe & listen!
Insights by observation:
What people are wearing
Their style
Choice of colors
Price points
How they conduct themselves
Level familiarity in the store
Whether they are positive
Know what they want or whether they are
undecided.
33. It is about asking questions & really listening to
the answers
Insights through questioning and listening:
Explore customer needs with questions - the right
questions.
Don‟t interrogate the customer
Use pleasant and helpful inquiries to understand your
customer
Insights guide the salesperson to help customers
buy by linking product benefits to customer needs
34. The direct question: (Close ended)
Are you looking for something to wear to the office?
Would you like to use the bag for short trips ?
How old is the child?
The indirect question: (Open ended)
Helps customers elaborate their needs
What exactly did you have in mind?
What does your daughter really like?
Tell me about your husband‟s choice of colors.
35. Desire to look
Need (price good
sensitive)
Buying motives
Fashion
Status symbol
conscious
36.
37. Walk with the customer to the concerned
salesperson/Section, do not point in the
general direction
Give the customer‟s name if possible, and a
brief summary of the needs, to your
colleague
Introduce your colleague to the customer
At all times, remain friendly and respectful
to the Customer
Close with a thank you to the customer
39. The key to a good sales presentation is to involve all
the senses.
Allow the customer to touch the material, feel the
product by insisting to try
41. The objectives of a sales presentation is to
convince the buyer that :
The need exists
Your product can satisfy that need
He can afford the purchase
A sale is made in the mind of the customer ,
therefore it is important to understand the
customer‟s mental buying process.
42. • Customers look for information.
• Use your product knowledge during sales
presentation to provide the correct
information.
Sell idea behind the feature
Talk about the unique selling feature of the product.
Link features to benefits
Co-ordinate product benefits to customer buying
motives
43. Save time or money
Solve a customer problem
Satisfy a particular need
Improve image or prestige
Customers buy solutions – not products!
44. FEATURE ADVANTAGE BENEFIT
Slim fit Denim Gives Good Fit & look Looks Trendy
Absorbs Sweat &
100% Cotton Shirt Breathable
Provides Comfort
More options to choose
aLL –bigger size only Wider range
from
Looks neat even at the
Wrinkle free Creases less
end of the day
Power pricing More at less price Value for money
More durable / superior
2 ply cotton Lasts longer
fabric
Twice as strong as cotton
Lenin Gives cool, crisp look
45. Holding the garment with utmost care
Always fold the garment while keeping it in
shopping bag
Jackets are best presented when they are
held by the shoulders
Garment needs to be dust free
Garments kept at the right place in a proper
manner
46.
47. • Good Customer objections are milestones towards
the sale
An objection is usually a indirect request for more
information
• Recognize the fear behind every customer objection
Fear of making a mistake
Fear of spending too much
Fear of buying at the wrong time.
Fear of the consequences of a wrong decision
Fear of buying the wrong color / product / style /
pattern
48. Gives the impression that he knows it all
Appears to know little about his product
Disregards customers‟ needs, fears, or his
feeling
Makes exaggerated claims about his product
or service
49. Excuse for not buying: Probably hiding the real
reason behind the objection.
The best way is to treat it like a real objection and
let the real reason emerge.
Never say that the customer is making excuses.
Real objections: Genuine objections raised by
customers after thoughtful consideration.
These are not excuses but obstacles that you
should overcome.
50. Anticipating a major objection and bringing
it up before the customer does.
Helps to empathize with the buyer who does
not get defensive.
Increases customers confidence in the
salesperson
Refer to FAQ‟s: C:Documents and
SettingsrajivkoDesktopFAQ.docx
51.
52. Customer begins to take interest in the sale
presentation, which will be indicated by actions,
remarks or response
He has seen or heard something that he can apply to a
particular need.
He is interested but has not yet decided to make a purchase
He has already made the decision to buy
Recognition of buying signals helps the sales person
to check whether the time has come to close the
sale
53. • Customer strokes / feels the product appreciatively
• Picks up product and reads instructions
• Goes back to an item already shown
• Eyes dwelling constantly on a particular item
• Moves forward to get closer to the product.
• Quick eye response, widening of eyes
• Sideways glance at partner with a expression seeking
approval or trying to catch salesperson‟s eyes
• Posing while trials and looking in the mirror
• Smiling and tone of voice reflects inner
emotion/excitement.
54. Customer brushing blazer after trial in front
of mirror
Customer feeling texture of shirt, stiffness of
collar
Matching of merchandise-tops & bottoms,
accessories viz. ties, cuff links etc
Customer holding garment on child and
nodding
55. How much did you say this is?
Do you like this? - to a partner
Do you accept credit cards?
Do you do home delivery?
Is my size there in stock?
What kind of a guarantee do you give with your products?
What colours do you have it in?
Do I have to pay cash right away?
If it doesn‟t fit can I exchange it? (buying for someone else)
Can you alter the length
How long will you take for alteration
56. This is the most significant aspect of the sale
Test closing continually :
Do you want both or just the one?
Do you prefer the regular or the double
cuff ?
Do you want us to alter it for you?
57. Close When All the Benefits Are Fresh in the Customer‟s
Mind
Never Beg the Customer to Buy.
Radiate Confidence in Your Manner, Posture and Voice
Watch Out for Buying Signals
ABC of Selling = Always Be Closing
Objections Are Not Obstacles That Cannot Be Overcome.
After You Ask a Closing Question – wait for response
Try and Keep Something in Reserve.
Avoid Questions That Invoke a Negative Response.
58. The Direct Close:
• When the customer is asked directly about his buying
decision.
Example:
“Shall I pack this up, Sir?”
“Shall I make the bill?”
“Would you like to buy this kurta?”
Alternative Close ( The limited choice close):
• When customer is hesitating between choices, offer him
limited options in such a way that the buyer chooses
between two positive alternatives. For instance,
“Which offer did you like sir B1G1 or buy two for 1199?”
“Would you prefer to pay cash or by credit card?”
59. The Assumption Close:
• When the customers body language indicates that
he has already made the buying decision.
Like “How do you wish to pay for this?”
The Suggestion Close:
• When buyer requires a gentle push. For instance,
“May I suggest that you go for the brown trouser since it
goes well with most colors.”
60.
61. What suggestions to make:
• Suggest complementary items and accessories.
• Suggest substitutes or alternatives.
• Remind customer of special offers or sales.
• Suggest multiples to capitalize on the best value
• Suggest additional items the customer may need or
want in order to use the main purchase.
• Educate the customer about higher quality
merchandise.
• Suggest solutions to customer problems.
62. Provides additional service to the customer.
At times, can save the customer an additional trip.
Enhances the value of the product by adding
related items.
Reminding customer about accessories that he can
opt to buy.
Enhance the image of the sales person and also
that of the store.
Awaken a latent need in the customer and push
him into buying.
Making customer aware of the accessories that go
well with the item bought.
63. The Sales Person takes on the role of
Product Consultant
The sales person must have a very clear idea
about the inventory and the availability of
products.
The sales person must have good idea about
the items that complement a certain
primary purchase.
