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MALL SALES

MALL SALES. Exchange Policy. What is Exchange Policy?. Product Exchange Policy only applies to a product that is defective or for some reason customer is not happy with the product. However all exchanges should be authorized by the Store Manager. What is Choupal Saagar Exchange policy?.

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MALL SALES

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  1. MALL SALES Exchange Policy

  2. What is Exchange Policy? • Product Exchange Policy only applies to a product that is defective or for some reason customer is not happy with the product. However all exchanges should be authorized by the Store Manager.

  3. What is Choupal Saagar Exchange policy? • Exchanges only under exceptional circumstances • Exchanged within 7 days of purchase • Customer must bring original bill

  4. Conditions for Exchange • Size & Style change in case of Apparel • Manufacturing / Quality defect • FMCG Products whose seal / packaging is unopened

  5. Products that cannot be exchanged: • Consumer Durables – these can be serviced by the manufacturer’s service centre • Audio CD’s / Cassettes / DVD’s / VCD’s, • House ware • Toys • Products on Sale / Discount / Promotional offers • Undergarments & Inner wear • Post sale Damaged / Expired products

  6. What is the importance of Warranty or Guarantee cards? • It is like a bridge between manufacturer and customer for future assistance • Makes customers to believe in the product • Helpful if there is any malfunctioning in the product within a certain period

  7. Details that needs to be filled • Name and address of the Customer • Date of Purchase / Bill No • Model No. / Serial No. • Validity of Warranty / Guarantee • Payment type (Cash / Credit card etc) • Store stamp • Signature of authorized person • Maintaining record of Sale and Warranty in the “Warranty Register” (to be designed)

  8. Finally explain Customers about … • How to use the product • What precautions to be taken while using • Terms & Conditions of the Warranty / Service • Whom to contact in case of problems • Importance of Warranty card • not to open / repair product on their own • Extended Warranty

  9. AFTER SALES Usage Demonstration / Vendor Installation

  10. Points to keep in mind when Customer need this assistance • CSA must take the complete customer contact details • Brief customers that company people will contact them • Follow up with Customer and company officials • Take feedback from Customer visit and offer further help if they need

  11. Asking for Referrals

  12. Referral Types • Current Customers • Referred Contacts • Friends and Family • Data from Partner companies • Data collected during an Event or promotion

  13. When do we ask for referrals? • Immediately after the Sale • During the feedback session or follow up • While being in touch with them

  14. How do we ask?

  15. What kind of details to be asked about Referrals with our Customers? CSA should look into: • Contact details • Demographic • Psychographic

  16. Demographic • Occupation • Income • Age • Marital Status • Education Psychographic • Land ownership • Vehicle ownership • Mobile phone model • Kind of clothes / accessories • Ownership of other durables

  17. Role Play A village customer walks into the store and wants to buy something in your store. You will have to understand his needs, probe him, present the product – demo, do the add-on and close the sale using all the techniques we have discussed.

  18. End of Selling Skills

  19. Delighting Customers

  20. Why is it important to Delight Customers Life time value of a Customer

  21. What is Life time value of a Customer? • It is the total revenue earned out of a customer and his/her referrals

  22. Why this is important? • The lifetime value of a customer continues even after he/she is not our customer anymore • If each customer creates referrals and the chain goes on then the lifetime value for each would be very high • It is more important to retain a customer not only for his/her lifetime value but also because cost of getting a new customers is higher

  23. 1. By Selling the Product to Mr. RamJi Initial Revenue 2. Monthly spent on Grocery Regular Revenue 3. By Selling the Grocery to Mr. RamJi’s friends Referrals 4. Monthly spent by Mr. RamJi’s friends 5. Choupal Saagar to save on Marketing costs as the cost of acquiring a customer through a referral is very low (a few telephone calls) Customer Acquisition cost saving How it works?

  24. Steps of Delighting • Taking Feedback • Follow-Up • Issue Resolution • Complaint Handling

  25. Taking Feedback from Customer

  26. Why to Take Feedback • Improves our sales – products that fulfill customer needs • Improves customer satisfaction– repeat customers • Helps address or reduce customer’s disagreement • Can improve our products & price range • Will help us grow our business Taking Feedback

  27. Ways to get feedback Taking Feedback

  28. 1. Observe the Customers • What they are buying • How they are buying (what is being bought with what products) • What categories they are browsing and their age groups Taking Feedback

  29. 2. Ask the Customer - Verbal feedback • Simplest way to find out what people think of our service or product. • You can design your own set of questions for your category • Record or note them • Share with your store manager and see what action can be taken Taking Feedback

  30. 3. Questionnaires – paper feedback • Most well-established feedback technique • Ask them to write in a designed sheet or register we have provided at store • These give accurate, crisp, precise and amazing facts about our store Taking Feedback

  31. Escalation of Feedback • Share the respective feedback with your ASI / Stock Incharge / Store Manager. • Request your store manager to take corrective actions on the negative feedback. Taking Feedback

  32. Take Corrective and Preventive Action • Corrective or preventive action should be taken in response to the problems that were identified during customer feedback. This can only be done after you have a discussion with your manager. Taking Feedback

  33. Feed forward back to The Customer • Follow up with the customers regarding any action that resulted from the customer feedback session. Thank your Customers • Be sure to thank the customer for taking the time to give their comments Taking Feedback

  34. Follow Up

  35. What is Follow Up? Follow up is taking some time to talk to our Customers about their experience of shopping: • what they think of the product / service, and • if you can be of any other help.

  36. What is the importance of follow up? • Ensures Customer is satisfied • Any negative views or thoughts are removed • They will appreciate you taking the time to call them and ask about their satisfaction on due purchase • Generate repeat sales and increase customer loyalty • Word of mouth publicity

  37. Steps to make your Follow Ups successful • Continue to sell • Make yourself available • Become a credible source of information

  38. Continue to sell • Maintain your enthusiasm for your product • continue to sell the product long after the sale Because • It strengthens the buying decision • The customer’s trust in you • customer will begin to “open up” and inform you their other needs

  39. Make Yourself Available • Create three to five ways to inform your customer that you are available • Let your customer know that you are “available” anytime for anything • Make an occasional telephone call or send a SMS that tells the customer that you are “there” to assist • It is important NOT to sell on these occasions

  40. Become a credible source of Information Become a major resource for the customer: • a super directory • a Super Sales Person.

  41. How can we Keep in Touch with Customers • Thank you notes for purchases, referrals or continued business. • An announcement of your new product or service • Birthday or Anniversary greetings • A notice of a special sale or offer. Include coupons for customer discounts • E.g. Service camp for CD / Mobiles • E.g. Rainfall information

  42. Issues with the Product

  43. 1. By the ITC Choupal Saagar • Treat them as Complaints from Customers • Take product / Customer details • Original bill • Tell customers how long it will take to solve the problem • Call and inform them if it takes more time to solve problem

  44. 2. By Manufacturers – for CD • Treat them as Complaints from Customers • Request them they need to contact authorized service center • Provide them with the contact details • inform service center if they provide home service

  45. Customer Complaint Handling

  46. Complaint What is a Complaint? A statement of dissatisfaction What is the First source of complaint? Feedback is first place where the Complaint develops

  47. Facts of a Complaint A survey shows that out of 100 dissatisfied customers “97% don’t complain”…...” they just shift to the competition”

  48. Why should we handle Complaints? • Turns a dissatisfied customer into a Loyal customer • Gives customer the confidence that complaints are well solved • Rectify problems with products or processes to prevent future customer dissatisfaction • Reduce the risk of the same complaint reoccurring • Improved product quality and service delivery • Retains existing customers – repeated business • Attracts new customers through positive word of mouth from satisfied customers

  49. Why customers do not complaint? • They think that their complaint is not welcome. • They think no one will listen to them. • Whenever they make a complaint, they are treated with suspicion and doubt. • They have tried complaining but nothing has happened. • They don’t know whom to complain to • Nobody is willing to take responsibility of their problem - they try and pass it from one department to another. • Staff is rude. • have to wait for a long time for a reply • Complaining is troublesome than finding a new store.

  50. Types of Complaints Price • “The price was incorrectly scanned” • “I was charged twice for the item” • “The advertised price is different to the scanned price” Availability & Range • “This store does not have the product I want” • “The product that was advertised is not available” • “I cannot find the product” Quality • “The product I bought is defective” • “The Grocery items are expired” Service • “That employee was rude” • “No one could help me find the product I wanted” • “No one solved my problem”

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