1. SERVING THE CUSTOMER Nilesh Sawant

2. SNAPSHOT OBJECTIVE: To understand and serve the customer AGENDA: Defining Customer Service Who is a CUSTOMER? Facts about customers The DO’s and DON’T’s of Customer Service The Sales Road Map Serving with a Smile Types of Customers and how to handle the types What does a Customer Want? Complaint Handling

3. What does Customer Service mean to you…? MAKE AS MANY SENTENCES AS YOU CAN IN 5 MINUTES OUT OF THESE WORDS. MAKE SURE YOU USE ONE WORD ONLY ONCE.

4. Definition - Customer Service Customer Service Is THE DESIRE TO HELP SERVE BUILD RELATIONSHIPS SATISFY NEEDS

5. Is Customer Service Important…..?? LET’S DISCUSS

7. U- Understand customer needs

8. E-Explain benefits and features

9. S-Suggest additional items

11. Do not draw assumptions about customers Actions and reactions

12. Trust every customer as a potential million dollar customer.

14. Do’s & Don'ts

15. Do’s & Don'ts Don’t’ Say : “I don’t know”. SAY : I”II find out.”

16. Do’s & Don'ts Don’t’ Say:- “That’s not my job.” SAY: “This is who can help you…”

17. Do’s & Don'ts Don’t Say - “You’re right-This stinks.” SAY: “I understand your frustration.”

18. Do’s & Don'ts Don’t Say -“You want it by when.?” SAY: “I’ll try my best.”

19. Do’s & Don'ts Don’t Say - “Calm down.” SAY: “I m Sorry.”

21. Presentation & Product Knowledge

22. Up selling, Cross Selling and Add on Selling

25. Practice It!!!! Let’s practice the various phrases that we just learnt Pass the Ball that is given to you till the music is on. When the music stops the person with the ball in the hand will have to repeat any phrase from the Serve with a smile section

26. Types of Customers Loyal Customers Discount Customers Impulse Customers Need-Based Customers Browsing Customers

27. How to Handle the types? Loyal Customers: These customers should always be asked for Feedback because it is these customers who will help you improve your service standards. These are the ones who will stick by you even when you have stock outs. Address them by their names, “XYZ Sir, How are you and ask them for their inputs and then work towards implementing them in your work Discount Customers: Helps ensure your stocks on Offers and Discounts are sold out. Will help you sell all the promotional products Ensure that you make the Exchange/Refund Policy clear to these kind of customers as they are prone to returning products that they buy Impulse Customers: These customers will purchase if they like the display of your products The better your racks look, the more they are prone to attract these customers

28. How to Handle the types? Need-Based Customers: They will look only for the items they need and if they are not available, they will leave the store They buy for various reasons such as, a specific occasion, a specific need, or an absolute price point. They may be difficult to please and you may end up loosing them to your competitor. To overcome this threat, a positive personal interaction is required. They are potential loyal customers if treated well Browsing Customers: One’s who increase your footfalls but make up for the smallest % of sales Do not spend too much time with them, but if you feel that they are interested in a particular product, serve them well. They will definitely help in spreading a good word of mouth for your store

29. Why do Customers Leave

30. What does a Customer want… Customers expect “YOU” to be: Courteous Honest Approachable and Friendly Accurate Timely Efficient

32. Empathize

33. Ask Questions

34. Take responsibility“Customers don’t expect you to be perfect. They expect you to fix things when they go wrong”

35. THANK YOU