Skill-Development--InStore-Promoter/C2/Interacting-with-a-customer/English

Sales Script

Visual Cue	Narration
Title Slide	Hello and welcome to this Spoken Tutorial on Interacting with the customer.
Learning Objectives Slide	In this tutorial we will learn the communication skills required for effective selling to improve listening and questioning skills the steps required to sell merchandise to a customer to demonstrate and promote handsets on display influence the walk-in customers to buy the product.
SLIDE	For an effective communication, the Store Promoter has to focus on four important things. They are: Understanding the customer’s communication style Clarity in communication The Art of Listening The Art of Asking Questions
	So, let's begin with a typical scene at a store.
Image	A customer walks in and begins to browse through the display counter.
Image	What should a Promoter do at this time?
Image	First, allow the customer to see the products and examine them on their own.
Image Text on screen: Do not disturb the customer	At least for 2 mins, the Promoter should not interrupt or disturb the customer in between.
Image Text on screen: Let the customer be comfortable	Tolerating silences means giving time to customers to feel comfortable after they enter the store.
Image	Now the Promoter can open the sales call.
Image	The Promoter should indicate sincere interest in helping customers satisfy their needs.
Image	This can start with a SMILE.
Image 1st Bubble: Phone models 2nd Bubble: Brand names	And a simple question such as “What kind of phone you are looking at?” OR “Are you looking for a particular brand of phone?”
Bubbles: English, Hindi, Marathi, etc.	When communicating, it is a good habit to switch to the customer’s preferred language. For eg: if the customer is speaking in Hindi, communicate in Hindi.
Image	At all times, the Promoter must not let the customers feel uncomfortable.
Image	Direct eye contact and hand movements help the customer to feel at ease.
Previous image Text on screen: Good Voice and Speech Habits	Good voice and speech habits are critical at this stage.
Previous image Text on screen: Simple Questions	Starting with simple questions, will facilitate the customer to give helpful information to you.
Image Text on screen: Listen Carefully	The Promoter always needs to listen carefully to the customer.
Image Text on screen: FANCY Bubbles: Phone models, brands	If a customer says he wants a “fancy” phone, find out what “fancy” means to that customer.
Text on screen: Active Listening	This is called “active listening”.
Image	One way to demonstrate “active listening” is to repeat or paraphrase what customer has already said.
Image	This creates a positive image in the mind of the customer.
Image Bubbles: Use? Features? Budget? Touch-screen or qwerty keypad?	The Promoter can also ask questions like- What do you use your phone for? What are the features you looking for in a phone? What is your budget for the phone? Do you prefer touch screen phones or qwerty keypad phones?
Image Text on screen: Features and Benefits	Features, advantages and benefits help the customers to “see” the merchandise better.
Image Text on screen: Features	Features are a product’s qualities or characteristics.
Image Text on screen: Benefits	Benefits : Customers buy benefits, not only features.
Image	The Promoter can guide the customer to the right product which will satisfy his needs.
Image	He/she can clearly tell which of the needs expressed by the customer will be satisfied by the product.
Image	So, the Promoter can greatly help in identifying the type of product the customer is looking for.
Image – 2/3 phones or brands in hand	Eg: All products available in the price range or brand the customer is considering.
Image Text on screen: Use? Self or gift?	Questions like: How the customer plans to use the phone or tablet? Whether the mobile is for self or is a gift for someone else? help in quickly narrowing down the options.
Image	Sometimes, the customers have reservations about buying a product.
Image Bubbles: Price, product, store, service	This may be because he or she isn’t satisfied with the price, the product, the store and its service, or the Store Promoter.
Image	Reassurance works better than pressure with indecisive customers.
Image	The best approach for handling reservations is to relax and listen.
Image	Allow customers to verbalize their feelings completely and then respond.
Image	First, agree that the customer’s reaction isn’t unusual. Then proceeds to turn the objection into a benefit.
Image Text on screen: FIRST STEP	Price reservations are best handled with a two-step approach. First, the Store Promoter should try to look at the reservations from the customer’s viewpoint.
Image	For eg- the Promoter can ask “Are you aware of other brands which have a similar model at a lower price?” OR “You say you saw this model at a lower price in another store. Can you please tell me if it was the same model with same features?”
Image Bubbles: durability, service, credit availability, return policy	Remember, all customers want to buy a less expensive product. But many customers will pay a higher price when additional benefits are pointed out to them. Such as- durability of the product Service provided by the store Credit availability Return policy The assortment that enables a customer to purchase an entire outfit in one store.
Image Text on screen: SECOND STEP	The second way to handle reservations is by suggesting products with a lower price.
	<PAUSE>
Image Text on screen: ???	How can the Store Promoter know that the customer is ready to buy?
Image	Buying signals are verbal or nonverbal communications from customers indicating they’re ready to buy.
Image	Facial expressions often show when a customer isn’t ready to buy.
Image	Customers who frown or seem to be puzzled... ... may be indicating they aren’t thoroughly sold on the merchandise.
Different Images	Customers’ nonverbal signals that indicate a Store Promoter should attempt to make a sale include: Resisting a Store Promoter’s attempt to move merchandise out of the way. Intently studying or re-examining the merchandise, handling it, and looking at it from different angles. Smiling or appearing to be excited when looking at the item. Handling or using a product for the second or third time.
Image Text on screen: CLOSING THE SALE	Closing a sale occurs when the seller and buyer agree to the conditions of the sale and the buyer makes a firm commitment to the transaction.
Image	Closing the sale should be a natural ending of the sales process.
Image Text on screen: Trial Close	Throughout the sales process, leverage the technique of the “trial close”. This will ensure that you have the customer’s buy-in at the end of the sales call.
Image	Examples of “trial close” are - “Sir, are you confident about your choice?” “Shall I demonstrate all the features once again?”
Image	Using the trial close near the end of a meeting gives you control over the sales process.
Image	Now phrase the“closing question”: “Shall I take this product for billing?” OR “Will you pay by cash or card?” OR “Will you make a complete payment or you want to avail the instalment scheme?”
Image	Ask only one question at a time and wait for the customer's response.
Image	There will always be some tension in the moment when a question is asked. Wait patiently till the customer thinks and answers.
Image	Thank the buyer, Reassure them that they have made a great choice And move on to discuss service, etc.
Image	If the customer is undecided, then listen to the buyer. And ensure that the lines of communication stay open.
Image	That way the Store Promoter will develop goodwill in the customer's eyes.
Image	The customer may not make a purchase this time. But will return the next time when they want to buy.
Image	It is increasingly important for Store Promoter to build long-term relationships with customers so they’ll return to the store.
Image Text on screen: GOODWILL	Goodwill is the value of customers’ feeling or attitude toward the retailer and Store Promoter.
SLIDE	Methods for building goodwill include: Keeping the customer’s interest paramount, Reaffirming the customer’s judgment, Ensuring proper use of the merchandise, Handling customer complaints and Providing “above and beyond” service.
Image	After the purchasing of products comes the billing process.
Image	Billing process is required to transit customer smoothly from the sale counter to the billing counter.
Image	Effective Sales Promoters suggest additional items before the sales transaction is completed.
Image	Pushing for add-on sales is the responsibility of the sales Promoter, as he/she is the one who interacts with the customer.
Different images	Such items usually compliment the main product. For example, Extended warranties, extra batteries, extra storage, covers, accessories, etc.
Image	Assure the customer that the add-on items are really helpful items.
Image	Finally proceed to billing.
Image	After billing, hand-over the product in its casing along with all the add-on items to the customer...
Image	.....with a smile!
Acknowledgement slide 1	The video at the following link summarises the Spoken Tutorial Project. Please download and watch it.
Acknowledgement slide 2	The Spoken Tutorial Team conducts workshops and gives certificates to those who pass our online tests. For details, please write to us.
Acknowledgement slide 3	Spoken Tutorial Project has been funded by NMEICT, MHRD, Government of India.
Acknowledgement slide 3 continues...	This tutorial has been created exclusively for the Telecom Sector Skill Council. This is Nancy Varkey from IIT Bombay signing off. Thanks for watching.

Contributors and Content Editors

Nancyvarkey