Everything starts with a smile

Aim of the Training

To ensure that all our customers are satisfied

Aim of the Training

Agenda

General View of Retail Industry and Retailing
Effective Customer Services
LC

Let’s Introduce Yourself

A Few Things

Pre-test

Right or Wrong?

LC Waikiki is a textile company
LC Waikiki is a

General View of the Retail Industry

What is Retail?

Activities regarding the marketing and selling of products and

Competition Time

Question 1:
What was the approximate turnover of
global retail

Competition Time

Question 2:
What was the approximate turnover of global ready-to-wear

Competition Time

Question 3:
What is the world’s leading country which achieved

Competition Time

Question 4:
What was the approximate turnover of European ready-to-wear

Competition Time

Question 5: How many people are employed by the European

Competition Time

Question 6: What is the total international turnover of LC

Retail

“Never-ending jobs”
“The end point of marketing activities”
“Creating a pleasant and

What are the Cons of Retail?

Inconvenient working hours
Working on the

What are the Pros of Retail?

Developing and becoming significant
Provides opportunity

Effective Customer Services

Who is the Customer?

A person who buys product or a service

Who is the Customer?

Customer is always our priority!

What Does the Customer Expect?

Given promises to be kept
Feeling himself/herself valued
Quickness

Technical service
Personal service

Type of Service

Technical Services

Store environment
Store opening-closing time
Store location
Products
Price
Physical comfort

Cleanliness
Procedures
Easy parking
Seating
Toilets

Personal Services

Intangible and immeasurable
Depands on the perception of the customer
Estimated based

Good and Bad Service
Service < Expectations
Service = Expectations
Service >Expectations

What are the Reasons for Losing Customers ?

Giving bad service 65%
Not

LC Waikiki Customer Service Principles

LC Waikiki Service Principle

Excellent customer service is the fundamental part of

Results

Satisfied customers
Loyal customers
New customers
Scoring higher in mystery shopper

Excellent Customer Service

Pre-sale Preparation
Sales and Cash Register Services
Post-sale Service

Pre-sale Preparations

Happens in a very short time
Unconscious
The first sign of successful sale
THE

First Impression

External appearance
Appealing window themes and display
In-store product display
Cleanliness of

First Impression- Store Staff

What they’re focused on
Appearance
Body language and facial

Sales and Cash Register Services

“The worst sin toward our fellow creatures is not to hate

Noticing and Greeting

Noticed and greeted customer
Feels more comfortable
Is more likely

Well, but How?

Notice every customer
Smile
Make eye contact
Greet the customer

Greeting Phrases

Welcome!
Welcome, good morning
Welcome, have a good day
Welcome, good evening

Notice the customers who need help!
looking for a particular size among

Give up what you are doing!
Approach the customer
Use positive body language
Say

Serving More Than One Customer

Apologize and ask for permission
Serve
Be quick and

Attention!

Do not deal with other tasks
Do not chat with the colleagues
Do

Careful, Mystery Shopper here!

Finding out Customer Needs

Ask the right questions!
Listen effectively!

Question Types

Open-ended questions
Close-ended questions
Alternative questions

Risky Close-Ended Questions

Do you like it?
Would you like a shirt?
Can I

Open-Ended Questions

What colours do you prefer?
What kind of trousers are you

Alternative Questions

Do you want classic or sports trousers?
Do you prefer black

Effective Listening

Make them feel that you care and that you are listening
Make

Interrupting the customer
Completing the customer’s sentences
Thinking/doing other things
Speaking with someone else
Making

Giving the Customer Information on Products

Product Information Consist of…

Raw material, fabric
Style
Colours
Length, sizes
Price
Care labels
Things to be used

Importance of Product Information

Building trust
Understanding customer needs
Offering the right product
Less product

Giving the Information on Products

Share special features of the product, if

Ambiguous Statements

I guess so
I think so
It must be …
A

Features or Benefits?
Features tell, benefits sell.

Find the Benefit!

How Should We Treat Products?

Value the products
Do not point at the

Familiarise the Customer with the Product

Ensure that the customer touches the

Additional and Alternative Sale

What is Additional Sale?

Not settling for a single-product sale
Trying to sell

Additional Sales Methods

Selling complementary products 
Selling unrelated products
Selling more than one of

Oh, I wish there was something to eat!

What is Alternative Sale?

Selling a product which can be replaced with

We Do Not Have!
We do not sell it, we do

If the Product is Unavailable in the Section

Check the stockroom
If not

A Weird Shirt!

Customer Complaints

Customer Objections

Let him/her make an objection
Thank him/her
Apologise if necessary
Do not take

Objections to Prices

Explain that the prices are not different in the

Difficult Situations

If the alarm goes off
If the customer gets angry
If the

If the Alarm Goes off

When the customer is about to leave

If The Customer Gets Angry

Do not take it personally
Try to understand

If the Customer Gets Angry

Do not underestimate the problem
Do not exaggerate

Angry Customers
You are right.
I understand you.

If the Customer is Indecisive

Ask open-ended questions
Recommend combinations
Recommend alternatives
Ask multiple-choice questions

Seeing off Customers

Seeing off

See off the customer even if s/he did not

Seeing off Sentences

Thank you!
Have a good day/evening

Do not Use!

Bye bye
Not at all
Good luck with it!
Hope to see

Cash Register Service

LC Waikiki’s Perception

To ensure that all our customers are satisfied as

LC Waikiki’s Perception

There is always at least one working cash register
More

Calling Customers

“Yes, please.”
“Next, please.”
“Welcome!”

Taking Products

Products are taken gently by making eye contact
“Let me take

Getting Payments

“How would you like to pay?”
“Sir/madam, … pieces of

Putting Products in Bags

The product belongs to the customer now!!!
Fold the

Seeing off the Customer

“Thank you, have a good day/evening.”

Product Changes and Product Returns

Politely ask the reason
Have a positive attitude
Trust

Smell of Pastrami

Everything starts with a Smile!

Post-test & Evaluation