Nancyvarkey: Created page with "'''Sales Script''' {| border=1 | '''Visual Cue''' | '''Narration''' |- | Title Slide |Hello and welcome to this Spoken Tutorial on '''Interacting with the customer.''' |- |..."

2015-01-09T08:23:22Z

Created page with "'''Sales Script''' {| border=1 | '''Visual Cue''' | '''Narration''' |- | Title Slide |Hello and welcome to this Spoken Tutorial on '''Interacting with the customer.''' |- |..."

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'''Sales Script'''
{| border=1
| '''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.

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| Image
|A customer walks in and begins to browse through the display counter.

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| Image
|What should a '''Promoter''' do at this time?

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|First, allow the customer to see the products and examine them on their own.

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| 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.

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| Image
|Now the '''Promoter''' can open the sales call.

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|The '''Promoter''' should indicate sincere interest in helping customers satisfy their needs.

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|This can start with a SMILE.

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1<sup>st</sup> Bubble: Phone models

2<sup>nd</sup> 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.

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| Image
|At all times, the '''Promoter''' must not let the customers feel uncomfortable.

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|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.

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| Image

Text on screen: Listen Carefully
|The '''Promoter''' always needs to listen carefully to the customer.

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| 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.

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| 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.

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| Image
|This creates a positive image in the mind of the customer.

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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.

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| Image

Text on screen: Benefits
|'''Benefits : '''Customers buy benefits, not only features.

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| Image
|The '''Promoter''' can guide the customer to the right product which will satisfy his needs.

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| Image
|He/she can clearly tell which of the needs expressed by the customer will be satisfied by the product.

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| Image
|So, the '''Promoter''' can greatly help in identifying the type of product the customer is looking for.

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| Image – 2/3 phones or brands in hand
|Eg: All products available in the price range or brand the customer is considering.

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| 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.

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| Image
|Sometimes, the customers have reservations about buying a product.

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| 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'''.

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| Image
|Reassurance works better than pressure with indecisive customers.

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| Image
|The best approach for handling reservations is to relax and listen.

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|Allow customers to verbalize their feelings completely and then respond.

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|First, agree that the customer’s reaction isn’t unusual.

Then proceeds to turn the objection into a benefit.

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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.

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| 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.

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Text on screen: SECOND STEP
|The second way to handle reservations is by suggesting products with a lower price.

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|
|<nowiki><PAUSE></nowiki>

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Text on screen: ???
|How can the '''Store Promoter''' know that the customer is ready to buy?

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| Image
|Buying signals
*are verbal or nonverbal communications from customers
*indicating they’re ready to buy.

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| Image
|Facial expressions often show when a customer isn’t ready to buy.

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| 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.

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| Image
|Closing the sale should be a natural ending of the sales process.

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| 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?”

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|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?”

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|Ask only one question at a time and wait for the customer's response.

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|There will always be some tension in the moment when a question is asked.

Wait patiently till the customer thinks and answers.

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|
*Thank the buyer,
*Reassure them that they have made a great choice
*And move on to discuss service, etc.

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|If the customer is undecided, then listen to the buyer.

And ensure that the lines of communication stay open.

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|That way the '''Store Promoter''' will develop goodwill in the customer's eyes.

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|The customer may not make a purchase this time.

But will return the next time when they want to buy.

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|It is increasingly important for '''Store Promoter'''
*to build long-term relationships with customers
*so they’ll return to the store.

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| 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.

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| Image
|After the purchasing of products comes the billing process.

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| Image
|Billing process is required
*to transit customer smoothly
*from the sale counter to the billing counter.

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| Image
|Effective '''Sales Promoters''' suggest additional items before the sales transaction is completed.

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|
*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.

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|Assure the customer that the add-on items are really helpful items.

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|Finally proceed to billing.

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|After billing, hand-over the product in its casing along with all the add-on items to the customer...

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|.....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.
|}

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

Nancyvarkey: Created page with "'''Sales Script''' {| border=1 | '''Visual Cue''' | '''Narration''' |- | Title Slide |Hello and welcome to this Spoken Tutorial on '''Interacting with the customer.''' |- |..."