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Author: Prabhu TL
Publisher: NestFame Creations Pvt Ltd.
ISBN:
Category : Business & Economics
Languages : en
Pages : 146
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Book Description
I was with a friend who was looking for a new pair of sneakers yesterday at Dick’s Sporting Goods. He found an associate and he told him what he was looking for. The associate escorted him to the Adidas section. My friend picked up a pair and asked if they had them in 11. The associate whipped out his small tablet, scanned the SKU of the shoe, touched 11, said they did and was off. He came back, handed him the shoes and left. As an old shoe dog who put myself through college selling shoes, I was a bit put off. I had expected him to take out the shoes and put them on his feet to make sure they fit. Instead, my friend tried them on alone. Too small. Retail Customer Service Measurement & Success He then waited to catch the eye of the associate. “I guess I need an 11.5.” They too were too small until my friend finally got a size 12. And still not a word of connection between the associate and my friend. Efficient: yes. Friendly: no. Looking at a register right there in the department, my friend asked, “Can I just pay you here?” The associate said, “No, go to any register” and was off. While his attitude was fine, this was not customer service. Yes, he got the shoes and my friend purchased them, but that was it. And while there were Brannock foot-measuring devices scattered under the small benches in is this beautiful store, I didn’t see one associate using them. And on a busy Saturday, most shoppers who were trying on shoes received the same zero customer service. Big miss for such a big store. There's no doubt the retail industry has seen extraordinary changes since I worked the floor two decades ago. Yet one constant remains: You still need to realize the critical importance of great customer service if you want shoppers to return to you for their next purchase instead of going to their smartphones. Now that every prospective customer can shop in the comfort of their own home - or anywhere else - it's imperative that brick and mortar retailers offer something e-commerce outlets can never match... Peerless, human-to-human customer service, from the beginning of the experience to the end.
Author: Prabhu TL
Publisher: NestFame Creations Pvt Ltd.
ISBN:
Category : Business & Economics
Languages : en
Pages : 146
Get Book Here
Book Description
I was with a friend who was looking for a new pair of sneakers yesterday at Dick’s Sporting Goods. He found an associate and he told him what he was looking for. The associate escorted him to the Adidas section. My friend picked up a pair and asked if they had them in 11. The associate whipped out his small tablet, scanned the SKU of the shoe, touched 11, said they did and was off. He came back, handed him the shoes and left. As an old shoe dog who put myself through college selling shoes, I was a bit put off. I had expected him to take out the shoes and put them on his feet to make sure they fit. Instead, my friend tried them on alone. Too small. Retail Customer Service Measurement & Success He then waited to catch the eye of the associate. “I guess I need an 11.5.” They too were too small until my friend finally got a size 12. And still not a word of connection between the associate and my friend. Efficient: yes. Friendly: no. Looking at a register right there in the department, my friend asked, “Can I just pay you here?” The associate said, “No, go to any register” and was off. While his attitude was fine, this was not customer service. Yes, he got the shoes and my friend purchased them, but that was it. And while there were Brannock foot-measuring devices scattered under the small benches in is this beautiful store, I didn’t see one associate using them. And on a busy Saturday, most shoppers who were trying on shoes received the same zero customer service. Big miss for such a big store. There's no doubt the retail industry has seen extraordinary changes since I worked the floor two decades ago. Yet one constant remains: You still need to realize the critical importance of great customer service if you want shoppers to return to you for their next purchase instead of going to their smartphones. Now that every prospective customer can shop in the comfort of their own home - or anywhere else - it's imperative that brick and mortar retailers offer something e-commerce outlets can never match... Peerless, human-to-human customer service, from the beginning of the experience to the end.
Author: Gerard Assey
Publisher: Gerard Assey
ISBN:
Category : Business & Economics
Languages : en
Pages :
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Book Description
If you are in retail, then this book is a MUST! Uniquely designed to help transform you into a Master Retail Sales & Service Professional by helping you discover the secrets that drive the world’s top retail sales professionals, it will help you or your team create the habits and lasting changes by enabling you replace current unacceptable patterns that are costing your company sales with new ones, enabling you achieve your sales goals faster and more consistently. Unlike the traditional hard sell approach where you are constantly ‘pushing’ the customer to close right from the start- thus making the customer feel uncomfortable, manipulated or threatened, with the G.R.E.A.T. Sales Model, the salesperson takes time up front to build a sincere, committed relationship by investing time in learning about the customer’s needs. This helps build trust between the two. Then, every step of the sales process that follows is conducted with the relationship in mind, ensuring an enduring and lasting relationship, leading to repeat business and referrals. The G.R.E.A.T. Sales Model helps you in many ways: It first of all instills in you that only great service stands out. It gives you a structured approach to handling your customers which is an acronym for our 5 step powerful sales model- the key to successful retail selling: G-Greet customers R-Revealing questions-Understanding needs E-Explain, enlighten, engage, enthuse, excite, customers about your product A-Answer customer’s concerns and objections T-Techniques to help customers ‘buy’…as people, hate being sold! (Selling to the opposite sex, Generating additional sales, Suggesting complementary/ Add-on products- Up-selling/ Cross-selling) With this powerful model, most of your time is ‘invested’ in uncovering the customer’s needs and proving value of your product, before you actually recommend it, thus eliminating many objections. The G.R.E.A.T. Retail Sales & Service Workbook will provide you a step by step approach into professionalism where you will gain a full understanding of the psychology of both the buying and selling processes, working through these 5 steps, practicing and mastering the skills at each stage, so that they are developed and reinforced, thus enabling you ‘win, provide a positive experience and keep customers for life’!
Author: Harry J. Friedman
Publisher: John Wiley & Sons
ISBN: 1118209648
Category : Business & Economics
Languages : en
Pages : 245
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Book Description
Secrets of the trade from the master of retail selling and sales training No Thanks, I'm Just Looking gives anyone the inside scoop on how to skyrocket their selling career with a system of easy-to-learn practical money-making steps. By saving countless hours of trial-and-error experience, readers will be able to focus on the things that really work. Considered to be retail guru Harry J. Friedman's personal collection of proven selling techniques, No Thanks, I'm Just Looking includes all the tips and humorous anecdotes that have made him retail's most sought-after consultant. No Thanks, I'm Just Looking delivers the tricks of the trade from an international retail authority. Author is the most heavily attended speaker on retail selling and operational management in the world These groundbreaking high-performance training systems have been used by more than 500,000 retailers, from small independents to the likes of Neiman Marcus, Cartier, Billabong, La-Z-Boy and Godiva, to routinely deliver more sales Friedman created the number one retail sales and management system used by more retailers than any other system of its kind in the world Get proven techniques that will increase sales and elevate your staff to a high-performance sales team.
Author: Robert W. Lucas
Publisher:
ISBN: 9780071277501
Category : Customer services
Languages : en
Pages : 544
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Book Description
"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel
Author: Harry J. Friedman
Publisher:
ISBN: 9780787295493
Category : Customer services
Languages : en
Pages : 224
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Book Description
Secrets of the trade from the master of retail selling and sales training "No Thanks, I'm Just Looking" gives anyone the inside scoop on how to skyrocket their selling career with a system of easy-to-learn practical money-making steps. By saving countless hours of trial-and-error experience, readers will be able to focus on the things that really work. Considered to be retail guru Harry J. Friedman's personal collection of proven selling techniques, "No Thanks, I'm Just Looking" includes all the tips and humorous anecdotes that have made him retail's most sought-after consultant. "No Thanks, I'm Just Looking" delivers the tricks of the trade from an international retail authority.Author is the most heavily attended speaker on retail selling and operational management in the worldThese groundbreaking high-performance training systems have been used by more than 500,000 retailers, from small independents to the likes of Neiman Marcus, Cartier, Billabong, La-Z-Boy and Godiva, to routinely deliver more salesFriedman created the number one retail sales and management system used by more retailers than any other system of its kind in the world Get proven techniques that will increase sales and elevate your staff to a high-performance sales team.
Author: Mark Wrice
Publisher: Macmillan Education AU
ISBN: 9780732979812
Category : Business & Economics
Languages : en
Pages : 276
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Book Description
This guide includes a basic introduction to retail concepts and a profile of the current retail industry for both students and professors. Giving tips to those with or without retail experience on workplace communication, customer interaction, and sales techniques, this guide provides a strong foundation for developing career skills in the retail industry. Also discussed are overall safety in the workplace and the minimization of theft. With activities and discussion points throughout, this resource facilitates active participation and conversation.
Author: David Brownlee
Publisher:
ISBN:
Category :
Languages : en
Pages :
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Book Description
Author: Kogan Page
Publisher: Kogan Page Publishers
ISBN: 9780749444846
Category : Business & Economics
Languages : en
Pages : 1080
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Book Description
The field of professional, academic and vocational qualifications is ever-changing. The new edition of this highly successful and practical guide provides thorough information on all developments. Fully indexed, it includes details on all university awards and over 200 career fields, their professional and accrediting bodies, levels of membership and qualifications.It acts as an one-stop guide for careers advisors, students and parents, and will also enable human resource managers to verify the qualifications of potential employees.
Author: Darryl S. Doane
Publisher: Human Resource Development
ISBN: 9780874257373
Category : Customer services
Languages : en
Pages : 274
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Book Description
Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
Author: Joe Girard
Publisher: Simon and Schuster
ISBN: 0743273966
Category : Business & Economics
Languages : en
Pages : 196
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Book Description
Joe Girard was an example of a young man with perseverance and determination. Joe began his working career as a shoeshine boy. He moved on to be a newsboy for the Detroit Free Press at nine years old, then a dishwasher, a delivery boy, stove assembler, and home building contractor. He was thrown out of high school, fired from more than forty jobs, and lasted only ninety-seven days in the U.S. Army. Some said that Joe was doomed for failure. He proved them wrong. When Joe started his job as a salesman with a Chevrolet agency in Eastpointe, Michigan, he finally found his niche. Before leaving Chevrolet, Joe sold enough cars to put him in the Guinness Book of World Records as 'the world's greatest salesman' for twelve consecutive years. Here, he shares his winning techniques in this step-by-step book, including how to: o Read a customer like a book and keep that customer for life o Convince people reluctant to buy by selling them the right way o Develop priceless information from a two-minute phone call o Make word-of-mouth your most successful tool Informative, entertaining, and inspiring, HOW TO SELL ANYTHING TO ANYBODY is a timeless classic and an indispensable tool for anyone new to the sales market.
