about retails communication

1. Importance of
in
RETAIL industry
Debasish Sahu

2. Important ofCommunication
It is important to communicate well. It can help
you to understand what another person is saying.
It also means that they can express their own
needs and concerns. When you are seriously ill,
there will be many things that need to be
discussed. Some of these discussions may be
difficult and emotional.

3. In
RETAIL
Communication
The goal of retail promotion program is to
generate sales.
Key functions
• Informing
• Persuading
• reminding

4. INFORMATION
This the primary function of the retail
promotion progarmme. Retailers provide
information to the customers about
themselves and the product and services
they offer.

5. PERSUADING
This is an important function of the
retail promotion program. It
involves asking people to visit the
store and purchase its merchandise
and or services.

6. REMINDING
It involves reminding its
customers frequently about its
products and benefits, so that
customers loyalty toward the
store.

8. Methods of communication with customer
Communication with
customer
Paid
Impersonal
Personal
•Unpaid
Impersonal
Personal

9. Advertising
Sales promotion
Store atmosphere
Website
Personal selling
E-mail
Publicity Word of mouth
IMPERSONAL PERSONAL
PAIDUNPAID

10. 7 essential communication tips
for retail staff dealing with customers
LANGUAGE
GRADING
INTONATION & TONE
BODY LANGUAGE
EYE CONTACT
SMILE
FIND SOMEONE WHO CAN

11. LANGUAGE
The vocabulary that you use can
totally change the message that
is being given to the customer.
Make sure that language used is
appropriate for the target
market

12. If customers don't understand what you
are saying, don't just keep repeating the
same thing more loudly and slowly!
Maybe the customer doesn't understand
because he/she is from another country,
has literacy problems, or maybe you are
just using the wrong vocabulary. Grade
your language – if the customer doesn’t
understand what you are saying, find
another way of saying it.
GRADING

13. the intonation and tone you use
can change the meaning of your
message. Something that is
meant to be a simple instruction
can sound rude or aggressive if
said in the wrong way.
INTONATION & TONE

14. you may be saying one thing, but your
body language could be saying something
else. Looking bored/uninterested or
panicked doesn’t give the right
impression to customers. Dealing with
customers in a confident manner will
make you appear more professional.
BODY LANGUAGE

15. make eye contact with
customers when you are talking
to them. This will make you
appear interested in what they
are saying and make you more
approachable and friendly.
EYE CONTACT

16. SMILE
nobody wants to be served by a shop
assistant who looks like he/she
wants to be anywhere else but in the
shop. Customers want to feel
welcome when they enter the store
and feel that they can approach you.

17. if you really can’t help the customer
then find someone who can. Either
direct the customer to the correct
person/counter or take them there
yourself – don’t just say you don’t
know and walk away!
FIND SOMEONE WHO CAN