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LC WAIKIKI SERVICE PRINCIPLES
Содержание
- 1. LC WAIKIKI SERVICE PRINCIPLES
- 2. Our PurposeInforming you about the main principles
- 3. ContentOur PurposeWho’s the customer?What is the service? First
- 4. Content Additional and alternative sales
- 5. Who Is The Customer?
- 6. Who’s the Customer? CUSTOMER is defined as a
- 7. Who’s the Customer?The reason of existence of
- 8. What does a Customer Expect?Given promises to
- 9. The Reasons of Losing CustomersThe customer may
- 10. What Is The Service?
- 11. What’s the service? Providing Customer Expectations is
- 12. A customer whose expectations are not provided,
- 13. Bad Service?Let’s say that we give negative
- 14. QualityTwo quality types determine the customer’s idea
- 15. Knowing customer request and expectationsA kind and
- 16. General Look of the StoreService QualityThe CashiersThe Return ProcessOur Service Principles
- 17. Do Not Forget!!!Today’s Customer ; Expects a service
- 18. First Impression
- 19. The First Impression of CustomerThe first and
- 20. Outside appearence of the StoreInside appearence of the StoreAppereance of the StaffThe First Impression of Customer
- 21. Outside Appearence of The StoreDisplay window should
- 22. Outside Appearence of The StoreThere shouldn’t be
- 23. Inside Appearance of The StoreStore inside cleaning
- 24. Inside Appearance of The StoreThe products should
- 25. Hair CareBeard CareMake-upClothingShoesPersonal HygieneBreathAppearence of the Staff
- 26. Personal Care Hair Should be neatly dressed
- 27. Personal Care Beard care:Should be shaved every
- 28. Personal CareDress Code:LC Waikiki personnel dress should
- 29. Personel CareShoes:Should be clean, shined and suitable
- 30. Personal CareBody Care:Strong smelling perfumes shouldn’t be
- 31. Personal CareYour Breath:Shouldn’t smell cigarette or food,Smelling
- 32. When the Customer is not in The
- 33. When the Customer is not in The
- 34. When the Customer is not in The Store
- 35. Gathering and forming groups, A detailed
- 36. When There is No Customer in The Store DO NOT!!
- 37. When There is No Customer in The Store DO NOT!!
- 38. When There is No Customer in The Store DO NOT!!
- 39. Greeting Customer
- 40. 3 - 5SecondsConvenient Timing to Greet the
- 41. Hi Come in How can i
- 42. No body cares about me, who should I ask for help Value Your Customer
- 43. Value Your Customer I always:Show
- 44. Value Your Customer I always:
- 45. Communication
- 46. Communication Proportions% 7 Words% 38Tone and emphasis % 55 Body Language
- 47. Body Language Body Posture: Should be dynamic
- 48. Verbal Communication Skills Do not mix up
- 49. Looking Formal lookSerious, positive, directiveSocail lookBetween FriendsNegative
- 50. Use of HeadCaring expressionNeutral expression)Critcising expression
- 51. Intimate distance0-46 cmPersonal Close Distance46-120 cmSocial Distance
- 52. Eye ContactWhen eye contact is not made;It
- 53. The Way Of Standing
- 54. -How long should I wait for you to get service!!Do Not Turn Your Back to Customer
- 55. May I have your attention please! I
- 56. Active ListeningDo not interrupt the customer,Do not
- 57. ObjectionsDo not be defensive upon the objections.
- 58. Investigate the real causes of the objectionsRespect
- 59. Additional SalesAlternative Sales
- 60. Alternative SalesThe Word “NO” shouldn’t be used,If
- 61. Additional SalesCombination suggestions,Offering other colors from the
- 62. Service At The Till
- 63. While serving for more than one customer
- 64. SERVICE AT CASH DESK
- 65. Duties of CashierMeet the customer with a
- 66. Send-off StatementsLAST IMPRESSION
- 67. Send-OffThe first and last moments in sale
- 68. Send-Off Even if the customer hasn’t bought
- 69. Come back again Bye Bye See
- 70. Send-off Statements Goodbye,
- 71. - Use in good days. -Thank you very much.Send-Off
- 72. SALES SUPPORT SERVICES
- 73. Return and ChangeOur policy is to conclude
- 74. Return and change situationsShould be met with
- 75. 5 Golden Rules1. To prepare a comfortable
- 76. In- store RelationsRespectFriendshipHonestyBusiness disciplineSocial relationshipsTeam spirit
- 77. Fairness: We should never forget that our
- 78. Social RelationsWe see mostly our colleagues in
- 79. Team Spirit:While selecting the personnel, the ones
- 80. Thank You…LC Waikiki International Retail Training And Development DepartmentMarch 2014
- 81. Скачать презентанцию
Our PurposeInforming you about the main principles of retailingwhilst providing consistency in quality of servicesto our customers at each store
Слайды и текст этой презентации
Слайд 2Our Purpose
Informing you about the main principles of retailing
whilst providing
consistency in quality of services
Слайд 3Content
Our Purpose
Who’s the customer?
What is the service?
First Impression
Outside appearence of
the store
Inside appearence of the store
Appereance of the staff
Greeting customer
Communication
Verbal
communicationNonverbal communication
Body Language
Слайд 4Content
Additional and alternative sales
Service at the
till
Greeting customer
Duties of the cashier
Customer send offAfter sale services
Relationships within the stores
Слайд 6Who’s the Customer?
CUSTOMER is defined as a person or company
who buys product or a service on the purpose of
trading or special reasons.Customer is the main reason of our business, the only and most significant source to whom we owe our strength.
Слайд 7Who’s the Customer?
The reason of existence of every
employee in
the company
A person who comes to you for a
specific reason, expectation and need
To whom you depend on but
who is not dependent on you
The person who pays our salaries.
Слайд 8What does a Customer Expect?
Given promises to be kept,
Feeling himself/herself
valuable,
Apology when necessary,
Quickness in all processes,
The service that makes difference
Слайд 9The Reasons of Losing Customers
The customer may move to somewhere
else %3
The customer maybe sick or passed away %1
They may be influenced of competitors’ advertisements and promotions % 7
Opening of new stores by competitors %8
Not being satisfied with the product %14
Giving bad service %65
Other reasons %2
Слайд 11What’s the service?
Providing Customer Expectations is
Going Beyond the
Expectations of Customer
Being Customer Oriented is a self-service system
in which store is arranged in such a way that customers can find the products they are looking for easily. TO BE CUSTOMER ORIENTED
Слайд 12A customer whose expectations are not provided,
Will not buy
from our stores,
Will tell others about his/her discontent.
Is to
create a positive impression and maintaining this. Customer Service
Why the Service is Important?
Слайд 13Bad Service?
Let’s say that we give negative service to 100
customers
annually.
100 – 5 = 95
95 × 13 =
1235 1235 × 2 = 2470
The side effects of word of mouth / The customer
who are dissatisfied with the service that we provide
will share his memories
Слайд 14Quality
Two quality types determine the customer’s idea about
a specific
service.
Solid quality
Product
Store
Abstract quality
Service
It is providing customer request and needs
and presenting the most ideal service. 
Слайд 15Knowing customer request and expectations
A kind and professional attitude
Giving information
pre and post the sale
Not forgetting that we have reason
of existenceWe must pay attention to placement of the product
and transfer the products from warehouse to Salefloor
immediatly
Our Service Principles
Слайд 16General Look of the Store
Service Quality
The Cashiers
The Return Process
Our Service
Principles
Слайд 17Do Not Forget!!!
Today’s Customer ;
Expects a service which is faster,
with more quality
and in line with their requests.
A SERVICE
WHICH TAKES ONE’S GREAT EXPECTATIONSSHOULD BE PRESENTED
Слайд 19The First Impression of Customer
The first and most important stage
of sale is the moment
customer first meets store and
sales assistant. At this stage the customer has a first impression of the store. If the first impression is
positive then it is more likely to have positive shopping
experience and vice versa.
Слайд 20Outside appearence of the Store
Inside appearence of the Store
Appereance of
the Staff
The First Impression of Customer
Слайд 21Outside Appearence of The Store
Display window should be cleared regularly,
lights should be checked,
Shouldn’t go out of rules of
the related department for external wall,Lay out of display window mannequins should be as VM department
arranged.
It should be especially checked whether windows are clean and without
any stain.
Слайд 22Outside Appearence of The Store
There shouldn’t be any boxes, rubbish,
cigarette stubs etc left in
front of the store.
The visuals related
to the special offers should be placed so thatcan be seen easily by the customers.
The products taken from the display window when needed should
be put back to their places within the shortest time and neatly.
Слайд 23Inside Appearance of The Store
Store inside cleaning should be watched
over and detailed cleaning shouldn’t be
made when there are
customers. The materials such as ladder, box etc.
which can inhibit the movement of the
customers should be put back to their
places after usage.
Cleaning and order of fitting rooms
should be watched over.
Слайд 24Inside Appearance of The Store
The products should be exhibited and
grouped according to lines and brands
shouldn’t be mixed with
each other.Store temperature should be in line with
seasonal conditions.
Music played in the store shouldn’t be
too loud or low-voiced and play in
Accordance with defined rules.
Store smell shouldn’t be unpleasant.
Слайд 26Personal Care
Hair
Should be neatly dressed and presentable
Exaggerated hairpins shouldn’t be used,
Long hairs should be tied
up so as not to prevent the work.Pencils shouldn’t be put on the hair,
For dyed hairs, dying care should be made regularly.
Слайд 27Personal Care
Beard care:
Should be shaved every day.
Beard should
be clean and well cared for.
Make up
Shouldn’t be
exaggerated,Some make up should be applied necessarily.
Слайд 28Personal Care
Dress Code:
LC Waikiki personnel dress should be worn,
Uniform should
be ironed and clean,
Buttons shouldn’t be missing,
Should be suitable size,
Exaggerated
accessories souldn’t be used,Name tag should be worn on.
Слайд 29Personel Care
Shoes:
Should be clean, shined and suitable for the dress,
High
heeled shoes shouldn’t be worn,
The color should be suitable with
the uniform,Sandals, slippers etc shouldn’t be worn.
Слайд 30Personal Care
Body Care:
Strong smelling perfumes shouldn’t be used,
Should be
careful about smell of sweat,
Should give attention to personal cleaning
within the day,If possible, should have shower before coming to work everyday.
Слайд 31Personal Care
Your Breath:
Shouldn’t smell cigarette or food,
Smelling food shouldn’t be
eaten,
Should be careful about cleaning of teeth,
Deodorants, mints etc. (Should
be used during lunch and tea breaks.)
Слайд 32When the Customer is not in The Store
Arrangement of Sections,
Replenishment,
Ensuring
that all merchandise is in size order
Checking alarms, label, barcodes,
Cleaning
(Not detailed),Below points should be done
Слайд 33When the Customer is not in The Store
Preparing combinations,
Checking light,
music, airconditioning,
Getting infromation about new special offers,
Getting knowledge about the
products.Below points should be done
Слайд 35 Gathering and forming groups,
A detailed cleaning,
Dancing,
Eating, chewing gums etc,
Reading newspaper,
Carrying and using
cell phones,Leaning on tables, stands,
Opening boxes.
DO NOT do below mentioned!!
When There is No Customer in The Store
Слайд 403 - 5
Seconds
Convenient Timing to Greet the Customer
The
customer should be noticed and met as soon as s/he
enters the store.Even if helping to another customer, the new customer should be welcome with an eye contact even though s/he is not close.
Слайд 41 Hi
Come in
How can i help you
What’s
up
Brother,sister,welcome
What are you looking for?
Are you looking
for pants?Can i help you?
How much can you pay
What are your needs
Are there anything else you liked
Greeting Words
Not to be used
Welcome
Hello, welcome
Lady, gentleman
Welcome, Mr, Madam, Miss,
Misses(for the regular customers
Good afternoon
Good morning
Happy new year / meeting
according the special days
To be Used
Слайд 43Value Your Customer
I always:
Show that I noticed
the customer,
Greet her/him,
My focus is always my customer,
Listen to
them,Ask appropriate questions.
Слайд 44Value Your Customer
I always:
Make an
eye contact,
Show big interest,
Approach without any prejudice,
Care
about my customer’s request,Check whether I understand correct or not.
Слайд 47Body Language
Body Posture: Should be dynamic and give confidence
Gestures: Should be smiling and body controlled
Eye Contact: While talking,
should make an eye contact Your Walking: Shouldn’t draw attention
Tone of Voice: Influencing and confident voice tone
should be used.
Speech-Form: Jargon shouldn’t be used
Appearance: Should be businesslike and clean looking.
Слайд 48Verbal Communication Skills
Do not mix up the words and
speak slowly
Avoid using foreign and unnecessary words
Avoid using
magazinal and slang expressions Tune up the balance of your voice
Use the words appropriately and clearly
Build up correct, and clear statements
Слайд 49Looking
Formal look
Serious, positive, directive
Socail look
Between Friends
Negative Look,
Flirtive look
Imagine
that there is a triangle on forehead of the person
you are in contact.If you direct your look in this area, the person understands that you are serious
about doing business. You can control the interaction on condition
that your looking doesn’t fall below eye level.
Слайд 51Intimate distance
0-46 cm
Personal Close Distance
46-120 cm
Social Distance
120-350 cm
General Distance
in Public
350- cm
Distance Between People
Be careful about
not entering the intimate space of person you are in contact and keep the intimate distance while communicating people.
Слайд 52Eye Contact
When eye contact is not made;
It can be perceived
as:
I am not listened
I am not paid
attention toI am boring
I am shy
I feel guilty
Слайд 55May I have your attention please! I do want to
make the payment.)
I am bored. Just leaving to take a
break)Show Your Attention to Customer
Слайд 56Active Listening
Do not interrupt the customer,
Do not do something else
while listening,
Give customer the feeling that you give
importance to
listening to her/him,During the conversation, show with your actions that you
understand the customer,
From time to time do repetitions,
Do not hear only what you want to hear,
Слайд 57Objections
Do not be defensive upon the objections.
Be solution centric
Reasons
of Customer Objections
Physical conditions
Less variety, missing sizes
Price
Poor service qualityMaintenance, cash point, fitting rooms etc
Слайд 58Investigate the real causes of the objections
Respect the customer and
let them manifest their objections
Do not get into any “debate”
or “information contest” with the customer
First listen the objections and after act in an appropriate attitude
Techniques for Absorbing the Objections
Слайд 60Alternative Sales
The Word “NO” shouldn’t be used,
If there isn’t the
requested product, another
product which has the same function should
beoffered,
A different option which has the same
function should be offered by understanding the real need,
Different model, color and design should be suggested.
Слайд 61Additional Sales
Combination suggestions,
Offering other colors from the same product,
Suggesting the
products that have discount
and special offer,
Presenting supplementary products
and accessories,Suggesting gift products,
Presenting trend products etc.
Слайд 63While serving for more than one customer
First customer always
has priority,
Concurrent service can be given,
Should be practical
and fast,Various methods diverting the waiting customer
should be used,
They should be directed to another Sales Assistant
if there is someone who can help,
Should apologise while leaving the customer,
Слайд 65Duties of Cashier
Meet the customer with a smile,
Remind of the
payment advantages,
Address the customer with his/her name,(if it is possible)
Fulfil
the transaction fast and faultless,Care about the product and credit card,
Not blaming the customer regarding the problems in payment,
Make sure that cash point is clean and tidy,
Smile during the transaction,
Use send off sentences.
Слайд 67Send-Off
The first and last moments in sale process is very
significant. Even if first impression is very good, send-off the customer
«last impression» needs to be as good as first meeting.
Слайд 68Send-Off
Even if the customer hasn’t bought anything, send them
off kindly.
While send off, you should be the first
to use send off or thanking statements.
Don’t show that you are tired during send-off.
If the store is not crowded, accompany the customer in cash point
and send them off till exit.
Слайд 69 Come back again
Bye Bye
See you again
Take
care of yourself
Farewell brother
Mock mimics
Please sentences
Send-off Statements
That Shouldn’t be Used 
Слайд 70Send-off Statements
Goodbye, have a
good day
Hope to welcome you again
Have a good
weekendCongratulate for the special days
Send-off via using their names
Слайд 73Return and Change
Our policy is to conclude the reimbursement while
preventing the customer to get on his nerves.
Return: Customer can
ask to give back the product and get the money backChange: Customer can ask to change the product
You should use effort to result the return as change
without annoying the customer.
Слайд 74Return and change situations
Should be met with welcoming statements,
Should
make an effort to find the problems,
Should give the feeling
that you are on customer’s side Should be smiling, active listening
“I understand you” statement should be used,
Shouldn’t be angry,
Shouldn’t talk as if blaming,
If possible, product return should be finalized as change,
Legal procedures should be explained kindly.
Слайд 755 Golden Rules
1. To prepare a comfortable and enjoyable environment
2.
Respect the time constraint of the customer
3. Do not act
in “by definition” terms. Act according to their attitude instead
4. Show your attention to the companions of the customers
5. Serve willingly
Слайд 76 In- store Relations
Respect
Friendship
Honesty
Business discipline
Social relationships
Team spirit
Слайд 77Fairness: We should never forget that our honesty is our
only
treasure. Faults are our faults, success is our success,
store is our store. We should give particular importance to
company interests within this awareness.
Working Discipline: First of all, our first responsibility is to start
work on time. The personnel whose shift is over shouldn’t leave
without getting the permission of the manager.
In- store Relations
Слайд 78Social Relations
We see mostly our colleagues in workplace rather than
our family.
Common activities done out of shift hours will develop
interpersonal dialogues.
Mutual understanding is possible only through correct dialogues.
In- store Relations
Слайд 79Team Spirit:
While selecting the personnel, the ones inclined to team
work are
preffered. Each personnel has specific duties in the
store but it shouldn’t be forgotten that all store personnel are
the members of the same team.
In- store Relations
