RETAIL STORE TRAINING

There are so many  Marketing

steps to processing
the customers  Display
through the store.
No two customers  Personal Management
are the same,  Greeting
different needs &
wants always keep  Conversation
us on our toes. Your
job is to deliver to  Relationship
each customer in our
store with an
 Product Knowledge
enjoyable &  Equal Understanding
informative visit.
 Procedure
Rock N’ road as a  Close
company prides it’s
self on customer  Complain Handling
service!  Thank you, Please visit again.
 Follow up
 Display
 Products should be display as per
category.
 FIFO should be followed.
 Products should be display
smaller to bigger.
 Private label products should be
display on eye level.
 Private level products display
quantity should be more than
brand products
 POP should be available at self.
 Up selling sku’s should be
available with their parent
common sku’s.
 High value sku’s should be keep in
box
 Personal Management
 Grooming
 Communication
 Understanding the need of consumer
 Confidence & energy
 Positive Attitude
 Body Language
 Initiative & involvement
 Planning & situation analysis
 Motivation to Serve
 Grooming
Grooming involves all
aspects of your body.
Overall cleanliness
Hair
Moustache & beard
Nails
Teeth
Shoes
Uniform
ID Card
 Getting people into the store
 News Pepper Ad
 Hording
 Pepper insertion
 Through social media
 Referral program
 Canopy
 Events
 Greeting
Good
 Say “Namaste” the moment
a customer walk in store
 Offer the glass of water.
 Find them again & say “May
I help you”.
 Help to find the products as
he/she does requires.
Bad
 Looking at the customer
and giving them the look of
(Why Now!) or the cold
shoulder.
 Saying “Hi” and then
looking back down at what
you are doing.
 Conversation
Mohit : Namaste Sir, May I help you.
Customer : Yes, I am just looking Arahar dal.
(walk to the pulses section)
Mohit : Looking for pulses, which pulses you need I am here to help
you.
Customer : I have required “Arahar 1kg”.
Mohit : Sir we have 1 kg Arahar in rupees 90/- and 2kg Arahar in just
rupees 150/-, which one you want to buy.
Customer : Give me 1kg, thank you.
Mohit : Sir we have more offers on other pulses which are below then
other market, Can we share with you.
Customer : Yes, Please tell me what's the offer.
Mohit : Tell the offer what's you have.
Customer : Okay, please give me this one.
 Relationship
 You need to sort out the puzzle pieces that’s are going to help you make the sale!

 Wants
 Concerns
 Goals
 Strengths
 Price ranges
Needs
 Product Knowledge
What do you have? You are most peoples
How much does the mentor!
customer needs to How much time do you
know? have?
Ask yourself, is this Are you the most
person going to have informed person right
the strength & now to explain that?
knowledge to have this What else can I tell this
product make their customer to make it
shopping more easier for them?
enjoyable.
 Equal Understanding
 Customer hate a know it all! There is nothing worse than
walking into a retail store & walking out feeling like you are
old.
 Try to always match a customer wants. Just because you
would rather be selling all day does not mean that when the
guy who wants to buy his son redbull, should not get less
information than the his son.
 Do not over sell just because you can. No one is satisfied with
buying the “top of the line product” if when they get home
they find out it’s to complicated & has a bunch of features
they don’t even need.
 Procedure
 Billing the products and  Act with confidence you
provide the bill to the know what your doing.
customer and pack the  Information, Give them
products in the bag. guides & make it look like
 Food & non food should it’s your job to do it.
be different bags.  Say “Namaste sir, please
 Take the Money. visit again”.
 Warranties.
 Policies.
 Owners Manual
 Paperwork
 Promises
 Close
What not to do What to do
 Do not ignore people.  Always knowledge people.
 Pick up the phone while  Ask if they don’t mind.
handling the calls.  Explain what you are doing
 Help other people. & why.
 Walk away.  Ask if they need anything
 Hands off the sale to else.
another sales person.
Complaints Handling

 Listen
 Apologize
 Solve
 Thank
 Follow up
There is no better Thank you cards.
customer service Keeping promises.
moment, than when Email of top offers.
someone comes in &
you remember Daily offers text massage.
selling them a item Phone Call if customer is
six month ago. responding.
Walking up to them Referrals
& saying “How was
the XYZ item”?
Thank you