Welcome to Retail Training Class 8
What we will learn today Communication skills • What is communication? • Why is it important for an RSA • Communication in different situations • Basic English skills
What is communication? Communication is: • What you say (words, language) • How you say it (tone, fluency, speed of speech, accent) AND • Non-verbal signs (Your body language, etiquette, grooming)
What is communication? Communication is how others ‘get’ what you’re saying • What they understand (what you say) • How they feel about it (satisfied or unsatisfied) AND • How they see you ( as smart ,or not smart)
What is communication? Communication is a process YOU OTHER PERSON What you say How you say it Non verbal What they understand How they feel about it How they see you
What is communication? Communication is a process YOU OTHER PERSON What they say How they say it Non verbal What you understand How you feel about it How you see the other person
What is communication? Communication is not only language • To communicate well you do not need to speak top class English • It is important to speak clearly in any language so the other person understands what you mean
Communication is not only language Example • Video Clip from Bingo chips balcony?
Why communication is important for an RSA Communication skills help you to: • Build a connection with customers • Have a good relationship with co-workers and bosses • Be more effective
Why communication is important for an RSA 1. Build a connection with customers • Helps you understand them and offer the correct solutions • Selling becomes easier • Makes it an easier and better experience for the customer • Creates a good image of you and the store
Why communication is important for an RSA Can I have a cup of coffee? Sure Sir. Would you like it black or with milk? I would like a strong black coffee with milk. I would recommend a shot of espresso with milk. It is strong and you will like it sir. Yes, I would like that. Thank you.
Why communication is important for an RSA 2. Helps build a good relationship with co-workers • Helps avoid misunderstandings • Helps express yourself clearly • Can get help and co-operation • Work well in teams
Why communication is important for an RSA 3. Be more effective • Better co-ordination with the team • Make yourself understood clearly • Finish your work faster • Be a valuable employee!
What is communication and why it’s important Summary • Communication is; • What you say (language) • How you say it (tone, accent) • Non-verbal signals (body language, grooming) • Communication is also how the other person understands you and what they think of you and what you’re saying • Communication is a continuous process • Communication is important because it helps you to; • Build a connection with customers • Form good relationships with co-workers • Be effective at work • Types of communication in your workplace could include face-to-face, phone, written
Communication : role of an RSA People you will communicate with Colleagues Bosses Customers Non-staff- maintenance, delivery people etc. Head office departments
Communication with customers : face to face Tips for an RSA • Smile and make eye contact while talking • Offer help • Suggest new, popular or suitable products • Use conversation to build a connection – offer a compliment
Communication with customers : Offer Help Sir, may I get you a shopping bag to carry those clothes? Ma’am, can I help you to find what you’re looking for?
Communication with customers : face to face Suggest new, popular or suitable products Sir this is HP’s best selling laptop because it is very light and long lasting. “Ma’am, enjoy your coffee, would you like some chocolate biscuits too?
Communication with customers : on phone Situations • Complaints • Enquiries • Home delivery order
Communication with customers : on phone Tips for an RSA • Always answer a ringing phone immediately • Talk slowly and clearly on the phone • Be to the point • Always summarise what was discussed, to avoid misunderstandings
Communication with customers on phone 1. Identify yourself and the store when answering the phone Good Morning, this is Croma, Bandra. Rakesh speaking , how can I help you? Hello, who is speaking?
Communication with customers on phone 3.. Respond clearly and to the point Can you tell me what are the store timings? Sure Ma’am. We are open from 11 am to 9 pm, 7 days a week.
Communication with customers on phone 4. Always end the call properly, say thank you and goodbye. See you at the store today Sir. Goodbye. Thank you for calling Ma’am. Have a nice day. Goodbye.
Communication with customers Summary • An RSA usually communicates with customers face to face, or on the phone • In face to face communication, you need to • Smile and make eye contact • Offer help • Give useful suggestions • Build a connection eg. By offering a compliment
Communication with customers Summary • In phone communication, you need to • Answer all phones immediately • Always start by identifying yourself and the store • Be brief and to the point • Speak clearly and slowly • Repeat the main points of discussion • Close the call by saying thank you and goodbye
Communication with customers Act out these situations with the correct communication • You are at Dominos and a customer has called for home delivery • You are at Lifestyle and a customer has called to know if there is parking • You are at Vijay sales and a customer has called with a complaint about a fridge he bought yesterday
Communication with co-workers Face to face (other RSAs) Types of communication Non-staff Face to face (boss) Phone (Head Office)
Communication with other RSAs : face to face Tips for an RSA • Always maintain eye contact with other RSAs on the floor • You must work as a team to serve customers • Good relationships lead to better communication • Always be respectful
Good communication leads to great teamwork! • Clip of Sehwag and Tendulkar running between wickets. Focus on the signals used by batsmen, how they call each other and the way they understand each other’s signals • Could also be clip from Chak De India (Bindiya and Gunjan scoring a World Cup goal)
Communication with other RSAs : face to face Examples of communication • “Please can you help me with folding all these towels?” • “Please can you take care of this customer, because I have another customer? Thank you” • “Thank you for helping me find the right jeans for my customer”
Communication with boss : face to face Situations • Daily meetings • Reporting about a situation (out of stock, customer complaint etc.) • Personal reasons (leave, illness, work-related problems)
Communication with boss : face to face Tips for an RSA • Do not be afraid of your boss but always show respect • Take an appointment • Never interrupt or talk at the same time • Speak frankly and honestly • If you go with a problem also suggest solutions, show you are smart
Communication with boss : face to face Examples • ‘Sir, customers are not showing interest in the new combo offer. Should we put a display at the counter?” • “Ma’am, the customer has complained that we are not stocking enough chocolate desserts. Should we increase our stock?” • “Sir , I would like to take leave from 1st to 5th December for my sister’s wedding. Is that OK?”
Communication with head office : on phone Situations • Ordering stock • Collecting merchandising material • Reporting customer complaints for action • Reporting non-working equipment
Communication with head office : on phone Tips for an RSA • Decide what you have to say before calling • Don’t be rude • Build relationships : get to know the person you are talking to • Always ask for a date “By when will it be done?”
Communication with head office : on phone Thanks, I am fine. Rajesh, I am calling because the fresh stock of filter coffee has not reached yet. By when will it come? Hi Rajesh. This is Sanjeev from CCD, Carter Road store. How are you? Rakesh, Hi! I am fine, hope you are too!
Communication with head office : on phone I will try my best to send it by this afternoon. Thanks Rajesh!
Communication with non-staff Situations and people • Driver and workers delivering stock • Housekeeping staff • Maintenance staff (Engineer, plumber etc.) who have come for repairs
Communication with non-staff Tips for an RSA • Be respectful to all • Do not lose your temper or be aggressive • Explain work clearly • Say by when the work should be done • Follow up regularly
Communication with co-workers Summary • At work, you need to communicate with; • Other RSAs (Face to face) • Bosses (Face to face) • Head office departments (phone) • Non-staff (face to face) • With other RSAs, maintain eye contact on the floor, and work as a team to serve the customer • When communicating with your boss • Don’t be afraid to speak frankly • Take an appointment • Suggest solutions to problems • When talking on the phone to head office departments • Take care to build a relationship • Prepare what you are going to say • Take a time/ date when work will be completed • When talking to non-staff, always be respectful. Explain work clearly and follow up to make sure it’s done
Golden Rules of good communication Tips for an RSA • Address customers and senior colleagues as Sir or Madam • Be to the point • Be honest • Be clear • Build relationships • Put a smile in your voice and on your face • Always use the golden words” PLEASE” and “THANK YOU” with everyone