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TM




                                                ( a group of PARTNER HOLDING LLP company )




                    RESEARCH SHOWS

                70% of Customers Leave
                        because
          They Feel Ignored by Shop Owners or
               Associates from the Shop

BRISC-CARR Group©
TM




( a group of PARTNER HOLDING LLP company )
TM




( a group of PARTNER HOLDING LLP company )
TM




( a group of PARTNER HOLDING LLP company )
The staff at the retail counters doesn’t use the
 goods they sell and have no information about
                    the product.

The folks in a Shoe store in USA are athletes. They know everything
about running or the sport that interests you. The guys at the same
brand store in a shop in India have didn’t look anywhere close to an
athlete ! They wear the brand of shoes they sell, but I’m sure only as
‘store wear’. The store guy in SFO asked me what kind of running
stride I had. I had never heard of this before.

The guys in the same brand shop in India did not understand the
difference between running and jogging.

The brand owners have to make these sales folks use the product
and ‘get into’ the brand they sell.
Quote: rodinhood.com/indian retail service
The orientation should be ‘service’ and not
     ‘sales’ because sales precede great service
             automatically sooner or later.
The Apple store in San Francisco gives you free lessons on how to
use and juice Twitter or begin blogging. It’s an open classroom –
just come, sit, learn and go. Nowhere do you get the feeling that
someone is going to sell you something. In my experience while in
India, within a few minutes of walking into a store, someone will ask
you what you want. When I answer – ‘nothing’, I get glared at!

Why the hell did you ask me in the first place?
Quote: rodinhood.com/indian retail service
- Don’t focus on looking smart yourself – make the
                   consumer smart instead!
I still remember walking into the Levis counter at Mumbai a couple of years
back ( ******* incidentally wins my prize for the absolutely worst store…in terms
of service in the world). The girls at the Levis counter were slim and pretty,
chewing gum, strutting around and constantly chatting among themselves
without a bother in the world that they had a job to do. I saw a few customers
(girls and their moms) standing on the side absolutely intimidated and
shadowed by these ‘modern’ girls! I asked one of these wannabe models what
was the difference between all those red, blue and black ‘tabs’ of Levis – she
looked snidely at her partner and asked if she knew… in a tone that made me
feel like a moron. (hmmm… shouldn’t she have known in the first place)?
The customers in the corner had vanished and so also had vanished valuable
sales for Levis.

Tell Sales people to either become models or Sales people and thus choose
between one profession. Don’t mix them up.

International brands can open as many stores as they want and stuff them up
till the walls burst, but it’s the sales folks who will make the cash register ring.
Set that right first.
Quote: rodinhood.com/indian retail service
TM




( a group of PARTNER HOLDING LLP company )
“frontline issues have far greater impact on shopper
loyalty than Store quality issues”
                                                     Verde Group together with Wharton




         • Not being able to find a Sales Associate when needed !
         • Not being helpful when confused on product – lack of product
           knowledge.
         • Being ignored; no smile, no greeting, no eye contact
         • Insensitivity to long check-out lines
         • It appeared that the sales associate actually convinces the
           customer not to buy, with his or her attitude !

                                              TM




 ( a group of PARTNER HOLDING LLP company )
Retailers are looking for frontline personnel with
                 customer handling skills; in simple terms, it means …



                     “ all customers who walk in to a store should go
                    back with a smile, and with a product that they are
                    proud to have purchased, and with an intention of
                                     returning again”.


                                             TM




( a group of PARTNER HOLDING LLP company )
a comprehensive competence in each frontline
                                          employee will help the objective….


                                             • grooming
                                             • courteousness
                                             • attitude and approach
                                             • communication skills
                                             • upselling




                                             TM




( a group of PARTNER HOLDING LLP company )
TM




                                      ( a group of PARTNER HOLDING LLP company )




                     Service Gaps:
                     What do the
                    Researchers Say
                          ???




BRISC-CARR Group©
TM




                                                   ( a group of PARTNER HOLDING LLP company )




                        Research Shows



            Repeat Customers Spend 33% more in the Shop
                               than
                          New Customers




BRISC-CARR Group©
TM




                                                      ( a group of PARTNER HOLDING LLP company )




                          Research Shows



                  The Cost to Get ONE New Customer is
                               the same as
                the Cost to Keep FIVE Existing Customers




BRISC-CARR Group©
TM




                                                      ( a group of PARTNER HOLDING LLP company )




                        Research Shows



           It Costs 6 Times More to Sell to a New Customer
                                 than
            Selling the Same Thing To a Current Customer




BRISC-CARR Group©
“more customers are lost and average ratios of footfalls
  vis-a-vis purchases are lower than expected due to
   unfriendly customer service by a sales associate”

                                                   <>

And bear in mind…DISGRUNTLED SHOPPERS TALK..AND
 TALK..AND TALK ..leading to negative marketing of the
                  store or restaurant.


                                              TM




 ( a group of PARTNER HOLDING LLP company )
TM




                                   ( a group of PARTNER HOLDING LLP company )




                    What is the
                    right way ??




BRISC-CARR Group©
TM




                                                                  ( a group of PARTNER HOLDING LLP company )




                    TRAINING


                    TRAINING


                    TRAINING


         A CONSISTENT, UNRELENTING LEARNING OPPORTUNITIES IS ONE KEY PATH
                                   TO SOLUTION

BRISC-CARR Group©
WHAT IS REQUIRED IS NOT TRAINING TO TEACH…

                                                  BUT TRAINING TO LEARN.

            UNSKILLED STAFF REQUIRE INTERACTIVE SESSIONS THAT MAKE THEIR
            LEARNING A JOY.

            AND IF THEY ARE INVOLVED, THEY LEARN FASTER, BETTER AND THEIR
            OUTPUT IS GREATER.




                                             TM




( a group of PARTNER HOLDING LLP company )
TM


                                                      presenting …
( a group of PARTNER HOLDING LLP company )




                                                  Approved by
TM




                                                          ( a group of PARTNER HOLDING LLP company )




                                   How to Greet
                                   and Smile at
                                    Customers           Determine
                                    Effectively       Exactly What
                                                      the Customer
                                                     Needs or Wants

                                      How to Be
                                     Well Groomed
                                                     Developing
                                                      Listening
                                       How to           Skills
                      How to          maintain a
                    Close a Sale     comfortable
                                        store

                                        Skills to    Communicate
                                        Handle        Effectively
                                       Customer
                                     Questions and
                                       Concerns
BRISC-CARR Group©
BRISC-CARR Group©
TM




                                            ( a group of PARTNER HOLDING LLP company )




          BRISC CARR Group Program Relevance
                                        Youth
                                      Wanting to
                     Customer         Enter this
                      Service         Field will
                     Skills can         Benefit
                     be Learnt           from
                                        Formal
                                       Learning



                     BCG’s online
                     Program and      BCG’s Online
                    the Certificate   Program can
                    of Completion     be Completed
                     will Make it      in 6-8 weeks
                    Easier to Get a
                          Job

BRISC-CARR Group©
TM




( a group of PARTNER HOLDING LLP company )
TM




                                             ( a group of PARTNER HOLDING LLP company )




            HELPING YOUTH GAIN A GREAT SKILL TO
                    INFLUENCE AND SERVE




BRISC-CARR Group©
TM

BRISC-CARR Group©
                                                                                  ( a group of PARTNER HOLDING LLP company )




                                         •   Baskin Robbins
                        North            •   Planet M
                      American           •   Gulf Oil
                                         •   Bausch & Lomb
                       Stores,           •   Samsonite
                      Shopping           •   Mitsubishi Oil
                     Stores and          •   Cadbury’s
                                         •   Jainsons Outfits
                      Shopping           •   Pantaloon Fashions
                       Center            •   Mahindra & Mahindra
                     Developers



        BRISC-CARR Group’s Compelling Customer Service Program© in India by Lead Hospitality
TM


BRISC-CARR Group©
                                                                                  ( a group of PARTNER HOLDING LLP company )




        BRISC-CARR Group’s Compelling Customer Service Program© in India by Lead Hospitality
brought to you in India by




   Online Customer Service Training Program
                        Approved by


BRISC-CARR Group©
TM




                                         ( a group of PARTNER HOLDING LLP company )




                                         TM

     LEAD HOSPITALITY
     [a PARTNER HOLDINGS LLP company]
     No.1/4, RAJAMANNAR SALAI,
VIJAYARAGHAVAPURAM, SALIGRAMAM
          CHENNAI - 600 093

      044-23724355 | 044-45579277

           mail@leadhospitality.in
     visit us @ www.leadhospitality.in

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Session by: J S Shekar, MD, Lead Hospitality

  • 1. TM ( a group of PARTNER HOLDING LLP company ) RESEARCH SHOWS 70% of Customers Leave because They Feel Ignored by Shop Owners or Associates from the Shop BRISC-CARR Group©
  • 2. TM ( a group of PARTNER HOLDING LLP company )
  • 3. TM ( a group of PARTNER HOLDING LLP company )
  • 4. TM ( a group of PARTNER HOLDING LLP company )
  • 5. The staff at the retail counters doesn’t use the goods they sell and have no information about the product. The folks in a Shoe store in USA are athletes. They know everything about running or the sport that interests you. The guys at the same brand store in a shop in India have didn’t look anywhere close to an athlete ! They wear the brand of shoes they sell, but I’m sure only as ‘store wear’. The store guy in SFO asked me what kind of running stride I had. I had never heard of this before. The guys in the same brand shop in India did not understand the difference between running and jogging. The brand owners have to make these sales folks use the product and ‘get into’ the brand they sell. Quote: rodinhood.com/indian retail service
  • 6. The orientation should be ‘service’ and not ‘sales’ because sales precede great service automatically sooner or later. The Apple store in San Francisco gives you free lessons on how to use and juice Twitter or begin blogging. It’s an open classroom – just come, sit, learn and go. Nowhere do you get the feeling that someone is going to sell you something. In my experience while in India, within a few minutes of walking into a store, someone will ask you what you want. When I answer – ‘nothing’, I get glared at! Why the hell did you ask me in the first place? Quote: rodinhood.com/indian retail service
  • 7. - Don’t focus on looking smart yourself – make the consumer smart instead! I still remember walking into the Levis counter at Mumbai a couple of years back ( ******* incidentally wins my prize for the absolutely worst store…in terms of service in the world). The girls at the Levis counter were slim and pretty, chewing gum, strutting around and constantly chatting among themselves without a bother in the world that they had a job to do. I saw a few customers (girls and their moms) standing on the side absolutely intimidated and shadowed by these ‘modern’ girls! I asked one of these wannabe models what was the difference between all those red, blue and black ‘tabs’ of Levis – she looked snidely at her partner and asked if she knew… in a tone that made me feel like a moron. (hmmm… shouldn’t she have known in the first place)? The customers in the corner had vanished and so also had vanished valuable sales for Levis. Tell Sales people to either become models or Sales people and thus choose between one profession. Don’t mix them up. International brands can open as many stores as they want and stuff them up till the walls burst, but it’s the sales folks who will make the cash register ring. Set that right first. Quote: rodinhood.com/indian retail service
  • 8. TM ( a group of PARTNER HOLDING LLP company )
  • 9. “frontline issues have far greater impact on shopper loyalty than Store quality issues” Verde Group together with Wharton • Not being able to find a Sales Associate when needed ! • Not being helpful when confused on product – lack of product knowledge. • Being ignored; no smile, no greeting, no eye contact • Insensitivity to long check-out lines • It appeared that the sales associate actually convinces the customer not to buy, with his or her attitude ! TM ( a group of PARTNER HOLDING LLP company )
  • 10. Retailers are looking for frontline personnel with customer handling skills; in simple terms, it means … “ all customers who walk in to a store should go back with a smile, and with a product that they are proud to have purchased, and with an intention of returning again”. TM ( a group of PARTNER HOLDING LLP company )
  • 11. a comprehensive competence in each frontline employee will help the objective…. • grooming • courteousness • attitude and approach • communication skills • upselling TM ( a group of PARTNER HOLDING LLP company )
  • 12. TM ( a group of PARTNER HOLDING LLP company ) Service Gaps: What do the Researchers Say ??? BRISC-CARR Group©
  • 13. TM ( a group of PARTNER HOLDING LLP company ) Research Shows Repeat Customers Spend 33% more in the Shop than New Customers BRISC-CARR Group©
  • 14. TM ( a group of PARTNER HOLDING LLP company ) Research Shows The Cost to Get ONE New Customer is the same as the Cost to Keep FIVE Existing Customers BRISC-CARR Group©
  • 15. TM ( a group of PARTNER HOLDING LLP company ) Research Shows It Costs 6 Times More to Sell to a New Customer than Selling the Same Thing To a Current Customer BRISC-CARR Group©
  • 16. “more customers are lost and average ratios of footfalls vis-a-vis purchases are lower than expected due to unfriendly customer service by a sales associate” <> And bear in mind…DISGRUNTLED SHOPPERS TALK..AND TALK..AND TALK ..leading to negative marketing of the store or restaurant. TM ( a group of PARTNER HOLDING LLP company )
  • 17. TM ( a group of PARTNER HOLDING LLP company ) What is the right way ?? BRISC-CARR Group©
  • 18. TM ( a group of PARTNER HOLDING LLP company ) TRAINING TRAINING TRAINING A CONSISTENT, UNRELENTING LEARNING OPPORTUNITIES IS ONE KEY PATH TO SOLUTION BRISC-CARR Group©
  • 19. WHAT IS REQUIRED IS NOT TRAINING TO TEACH… BUT TRAINING TO LEARN. UNSKILLED STAFF REQUIRE INTERACTIVE SESSIONS THAT MAKE THEIR LEARNING A JOY. AND IF THEY ARE INVOLVED, THEY LEARN FASTER, BETTER AND THEIR OUTPUT IS GREATER. TM ( a group of PARTNER HOLDING LLP company )
  • 20. TM presenting … ( a group of PARTNER HOLDING LLP company ) Approved by
  • 21. TM ( a group of PARTNER HOLDING LLP company ) How to Greet and Smile at Customers Determine Effectively Exactly What the Customer Needs or Wants How to Be Well Groomed Developing Listening How to Skills How to maintain a Close a Sale comfortable store Skills to Communicate Handle Effectively Customer Questions and Concerns BRISC-CARR Group©
  • 23. TM ( a group of PARTNER HOLDING LLP company ) BRISC CARR Group Program Relevance Youth Wanting to Customer Enter this Service Field will Skills can Benefit be Learnt from Formal Learning BCG’s online Program and BCG’s Online the Certificate Program can of Completion be Completed will Make it in 6-8 weeks Easier to Get a Job BRISC-CARR Group©
  • 24. TM ( a group of PARTNER HOLDING LLP company )
  • 25. TM ( a group of PARTNER HOLDING LLP company ) HELPING YOUTH GAIN A GREAT SKILL TO INFLUENCE AND SERVE BRISC-CARR Group©
  • 26. TM BRISC-CARR Group© ( a group of PARTNER HOLDING LLP company ) • Baskin Robbins North • Planet M American • Gulf Oil • Bausch & Lomb Stores, • Samsonite Shopping • Mitsubishi Oil Stores and • Cadbury’s • Jainsons Outfits Shopping • Pantaloon Fashions Center • Mahindra & Mahindra Developers BRISC-CARR Group’s Compelling Customer Service Program© in India by Lead Hospitality
  • 27. TM BRISC-CARR Group© ( a group of PARTNER HOLDING LLP company ) BRISC-CARR Group’s Compelling Customer Service Program© in India by Lead Hospitality
  • 28. brought to you in India by Online Customer Service Training Program Approved by BRISC-CARR Group©
  • 29. TM ( a group of PARTNER HOLDING LLP company ) TM LEAD HOSPITALITY [a PARTNER HOLDINGS LLP company] No.1/4, RAJAMANNAR SALAI, VIJAYARAGHAVAPURAM, SALIGRAMAM CHENNAI - 600 093 044-23724355 | 044-45579277 mail@leadhospitality.in visit us @ www.leadhospitality.in