Serve To Sell

1. Serve To Sell

2. Start day 9:00 am Short break 11:00 am Lunch break 01:00 pm End Day 04:00 pm Daily Training Schedule

3. 1 thing you want to learn Team Name Name 1 thing you like 1 thing you don’t like

4. Training Basic Rules • Do not feel embarrassed to ask questions. • Take part in discussions, presenting your ideas with confidence, integrity and an open mind, without hesitation. • In case of vagueness, ask for a clarification, or elaboration. • Only one person should be allowed to speak at a time. • Side-talks are not allowed. • Do not let differences of opinions and viewpoints hold you back. • Please be punctual and adhere to schedule. • Please turn off your mobiles to avoid distraction. • Do not block your mind, saying that you are already familiar with a certain idea: there must be something new to learn. • Enjoy your time and try to gain benefit as much as you can.

5. By the end of the programs, participants will be able to be familiar with the following: Understanding the foundations of providing excellent customer service. Identify why people feel the way they do about a particular company. Communicate more effectively with the customer Develop an understanding of how attitude is perceived. Identify the customer needs & listen more effectively Present the product in a professional manner Manage the customer by overcoming objections Identify buying signals How to close the sale How to deal with angry customer Objectives & Learning Outcomes

6. The Programme

7. Exercise Share your experience: • Take 10 minutes to write down 2 retail experiences you had (where you were the customer), 1 was outstanding & the other was a disaster!!!

8. Pump up the Team Exercise

9. Competencies Communication Personal growth Customer Focus Team Work Change readiness Accountability & commitment

10. Who is the Customer? • The customer is the ultimate “VIP” in this place – whether he comes personally, calls over the phone, or sends an e-mail/letter • The customer does not depend on us: rather, we depend on customers • A Customer is not an interruption of our work - …..he/she is the purpose of it. We are not doing a favour by serving them - ….. they are doing us a favour by giving us the opportunity to do so. • The customer is not the person you argue with or try to outsmart. • The customer is not a name in a file or archive. The customer is a human being with his/her own dispositions, beliefs, emotions and feelings • The customer is not an outsider, a stranger to the organisation; on the contrary, he/she is an integral part of the organisation • The customer is the person who informs us of his/her needs, and it is our job to fulfil these needs in a way that would benefit both customer and organisation • Customer is boss: he/she is always right, and he/she is the reason why we are still in the market.

11. Customer Philosophy • As long as the customer needs us, as long as we remain employed. • As long as the customer has a will to determine his/her choices, we should strive to be his/her best choice. • As long as the customer is sensitive, we should be appreciative of him/her. • As long as the customer is in a hurry, we should be fast enough to respond in time. • As long as the customer is unique, we should be flexible. • As long as the customer has great expectations, we should always seek excellence. • As long as the customer is influential, we should hope to gain more customers. • As long as the customer is here, so are we.

12. 10 Steps to serve to sell 1- Welcome - Greet the customer 2- Approach – Sell the personality package 3- Build rapport – Smile & demonstrate a welcoming attitude 4- Identify needs – ask the right questions 5- Present the product (features & benefits) 6- Manage the customer - objections 7- Present the price 8- Cross sell & up sell 9- The close 10- Thank & invite

13. Mention 3 benefits that makes the customer feel welcomed in your store?

14. 1- Welcome & greet the customer

15. Steps to greet the customer • Greet the customer with in 30 seconds from entering the store • Choose your attitude • Show you are interested • Positive & attentive body language • Put guests before products

16. 2- The approach- sell personality package

17. Why do the customer buy? • Product or service which does what they expect it to do ( ) • Honest & fair treatment ( ) • Courtesy ( ) • Personal warmth in the way they are handled ( ) • To feel good about themselves as a result of contact with you ( ) • To feel that they matter to you ( ) • To be treated as important ( ) • To be given full attention at all times ( ) • To feel they are in control ( ) • To be calmed and reassured ( ) • Feeling of confidence in themselves ( ) • To know that you know them e.g. name ( ) • A clean and welcoming environment ( ) • Not to be kept waiting & a prompt response ( ) • Eye contact and genuine positive body language ( ) • Someone who understands their needs ( ) • A clear explanation of what will happen next ( )

18. So!!!!!! • Mention 3 actions that you can carry out from the previous exercise that make the customer want to visit Axiom…..

19. Know your Customer Needs

20. Understanding Customer Needs A. Maslow Theory Self -Esteem Appreciation Needs; position, freedom, importance Social Needs; relationship, love, empathy Security Needs; Wages, comfort, security, safety Basic Needs; shelter, clothes, foods

21. Check list- 10 things you need to know about your customer Questions to ask yourself! • Who they are? • What they do? • Why they buy? • When they buy? • How much money they want to spend? • What makes them feel good about buying? • What they expect of you? • What they think about you? • What they think about your competitors?

22. Steps to the approach • Use the name • Focus on what the customer buys (the personality package) • Have a “may I help you attitude” • Aim to sell a customer experience not a product

23. 3- Build rapport-Smile, communicate and demonstrate a welcoming attitude

24. What does build rapport mean to you? • Be genuine • Remain pleasant and smile • Don’t rush.. But don’t dally also • Listen to the body language

25. 6 2 3 5 1 4 The Meaning of Communications

26. The Definition of Communication A social and dynamic phenomenon that affects and is affected by the component of the behavior of individuals. There are influential factors impacting both recipient and sender; these include transferring and exchanging information, ideas, and various meanings, which in turn should be understood through using a conceivable language for both parties communicated via different channels.

27. Message NOISE Response/Feedback Source Encoding Decoding Receiver Communicating Process

28. The Communication Components • Sender • Receiver • Channel • Message • Feedback

29. Communication Barriers • Language • Values , traditional & customs • Level of understanding • Specialization • Difference of level • Gaps of geographic distribution • Excessive of communications

30. Communication Barriers • Emotional barrier • Conclusion • Quick fix decision • Chaos • Distortion of message (omission or addition) • Background (receiver/sender) • Bad listening habits

31. The Art Of Listening Listening is number 1!!

32. Hearing versus Listening Hearing ……. • Is a purely physical function • Is a simple activity (you just hear sounds) • Is automatic; does not take effort • Is a natural function (unless hearing is impaired) • Can take in all sound combined • Everyone who can, hears • Is a prerequisite for listening • Hearing is one of the five basic senses. Sound waves are transformed into audible impulses. In other words. The physiological event of noise coming into your ear.

33. Hearing versus Listening Listening …… • Is a mental and emotional experience (using logic and feeling) • Is a complex activity (requires analysis, interpretation, translation) • Requires dedicated effort – attention and long-term concentration • Is a learned skill • Isolates sounds, looks for specific meaning and ideas • Can be difficult and tiring • Few people are excellent listeners • Yields personal and career benefit In other words... Listening involves effort. It requires using your head and heart. Listeners are fully present and focused.

34. It’s Movie Time … !!!

35. We know listening to customersis important...but why? • Shows respect for our customers. • Customers feel cared about; their human needs are acknowledged. • Helps us understand our customers’ needs. • Diffuses angry or upset customers. • Leads to successful resolution of issues. • Builds trust and rapport, enhancing customer loyalty.

36. 4- Identify needs-ask the right questions

37. Questions Types • Closed questions: will give you only one answer. yes or no. • Open questions: result in many possible answers. When What Where Who How

38. 5- Present the product-the features & benefits

39. Exercise • Select an item from the room & “sell” the item • What am I selling? • Features? • Advantage? • Benefits?

40. Steps to present a product • Understand the customer’s needs • Match the products to what the customer wants • Clearly define the features (what it is) • Clearly define the benefits (what it does for you) • Look out for the buying signals through your presentation • Welcome the “no” buying signal • Treat “objections” as buying signals

41. 6- Manage the customer-overcome objections

42. What is an objection? • An objection is anything that the prospect says or does that interrupts the progression of sale • More often it is a request for more information, indicating the prospect yet hasn’t arrived to a buying decision • Most sales people see an objection as a block to the sale and allow it to deviate, to the point that often never gets back on track

43. Types of Objections • According to the basis : • Logical. • Illogical. • According to the type of customer : • According to the degree of objectivity : • Objective. • Subjective.

44. It’s Movie Time … !!!

45. The Talkative Customer Characteristics: • Digress from one subject to the other without a logical sequence • Likes to joke around • Uses his jokes to have you on his side • For him time is not important • He wants you to care for him and listen to him • Does not feel that he is keeping you away from work

46. The Talkative Customer How to handle him? • Be diplomatic when dealing with him • Be patient • Try to bring him back tactfully to the main subject • Look at other customers in the queue waiting to be served • Put his comments in context • Be tactful in changing the subject

47. The Hesitant Customer Characteristics: • Makes you repeat yourself several times • Has fluctuating opinions • Not sure of what he wants • Accepts an opinion, then accepts its opposite • Not firm

48. The Hesitant Customer How to handle him? • Offer him some useful suggestions • Offer him alternative choices • Recommend some of his opinions • This is a chance to sell your services to him • Do not abuse his hesitation and sell him worthless services, for that would anger him

49. The Serious Customer Characteristics: • Quiet temper and features • Time is of the essence • Listens carefully • Does not rush things • Logic and facts oriented • Approaches a discussion objectively

50. The Serious Customer How to handle him? • Get your knowledge sharpened • Be organized and accurate • Make data and facts talk • Do not kid around with him unnecessarily • Show him that you really mean what you’re saying • Be serious in deleing with him