H.K.B Mudassar Nawaz & Umair Afzal Internee @ H.K.B
[A TRAINING MODULE] Motivate them, train them, care about them, and make winners out of them... they'll treat the customers right. And if customers are treated right, they'll come back. [Marriott Jr.]
Train Employees for ing on Bette r Wo rk Fo rce and for Bu Buiild lding Better Work Forc e an d Gett ing Possible le ing Best Out come Possib
PRESENTED
TO: Madam Aina Shahid, HR Manager H.K.B
Foreword The present Training Manual is based o n my observations I have made during dur ing my stay at different H.K.B express stores for last few days. It is apparent, when working with this Training Manual, that retailing and selling are more complex issues than it looks from the surface t hat need careful consideration. There have been successes in the past, this is true; but however, a careful observation of the present situation will make sure that competition is getting tougher & rigorous and in these circumstances we can¶t rely on yesterday¶s success. One result of participating in the training will be a growing awareness of the importance of o f sales and best possible practices for selling techniques at express stores and thus playing important role for sustainable growth of the organization. Fact sheets contained in the Manual provide a general understanding of the issues. issues. Sharing experiences e xperiences and applying the participants¶ knowledge and understanding will be even more more important. The Manual includes includes some exercises which encourage participants to bring in their own experiences, share their ideas, a nd apply them to their own work wo rk situation. Furthermore the Manual emphasizes the importance importance of o f involvement of lower management, the holders of best knowledge, in the decision-making process This participatory process takes time, but it leads to more effective and sustainable results. And in the very end I want to admit at this t his very early stage that this training manual would have a lot of mistakes and areas of o f improvements so hope you will try to ignore them considering my inexperience and lack of knowledge
Mudassar Nawaz
Intern @ H.K.B Friday, July 23, 2010
INTRODUCTION y
This
TO THE MODULE
training module is designed to fill and meet the efficiency gaps and improve the
performance of H.H.B express store staff. y
Total
time for the training is around 5 hour
y
Well
y
The
trainer himself should be very confident and enthusiastic
y
This
manual is prepared by keeping in mind that Our store staff is comprised of the
furnished room will be required with multimedia and good sitting plan
following key roles
\
y
Floor
manager
y
Cashier
y
Sales men
y
Errors
and omissions are in front accepted
The Training Day Pre-Check for Trainer
Timings Resources
Act ion/content CHECK YOU ARE READY y y y
Module Prep epara t ion arat y
Check list
y y y y
General
room / space presentation R oom oom should have capacity for at least 30 persons R esources esources / quantities as per preparation sheet ± Handouts / Tools & Aids / Questionnaires / Notepads / Pens & Pencils/audios/videos/multimedia Equipment working List of participants Participant¶s Name tags Attendance sheets (two) Your watch
0.01 y y
Welcome
music playing Greet attendants & make them relax
Tip. y
y
y
0.06
Don¶t engag e in convers onversat at ion with with early arriva rrivals ls bef ore sta star r t ti ng ng - it it will will dist dist r ra ct y t you elcomee arriva rrivals ls polit lit ely ely & direct direct the them to their their W elcom seat seat s and and han hand d over over th their eir nam namee tag s ont inue nue with with your our prepa prepar at at ion C ont
WELCOME
PARTICIPANTS
Make sure everyone is settled before you begin Introduce yourself Your role Duration you have been with the company How long you will be working with them as their trainer y y y
y
Importance of this training module for them & their future
Inform session finish time
0.18
Ask participants to introduce themselves to the group before getting started Ask them to say their name their role in the operations of the store sto re y y
Tip eep pa par t ticipant i cipant s¶ s¶ lis list t iin fr ont y ont you a s a rem reminder- in in ca se you you want to ant to K eep a sk a sk a quest est ion to some omeone one
ADMINISTRATION Explain y y
0.23
Location
of toilets Other facilities like: Water / R efreshments efreshments
Explain that y y
y y y
y y
Mobile phones should be on Silent mode . Punctuality to be maintained ± report on time after the refreshment breaks Obedience and discipline is necessary during co urse time Participants are responsible for their action They can ask questions if not clear about any thing by raising their hands No discussion within groups unless there is an act ivity ivity planned. Seriousness and concentration is obvious
Tip Remember,
the the aim in this this session session is to sure sta sta ff un ff unders derstan tand d th their eir r ole in in the the pr ocess o f selling selling E n su Select Select th thee object bject ives [bel ow] f or you your r au audie dien nce y
OPEN THE MODULE CONTENT
0.30
Show slide. Why
are you Here?
Explain Sharpen the Saw
Tell participants a short story that is relevance to this Concept ± Sharpen the Saw
pen Shar harpe n t he Saw
The Story goes like this: Introduction :
Once upon a time a very strong woodcutter asks for a job with a timber merchant, and he got it. The Salary was really good and so were the work conditions. For that reason, the woodcutter was determined to do his best. His boss gave him an axe and showed him the area where he was supposed to work. Process:
The first day, the woodcutter brought 18 trees "Congratulations," the boss said. "Go on that way!" Very motivated by the boss¶ words, the woodcutter tried harder the next day, but he could only bring 15 trees. The third day he tried even harder, but he only could bring 10 trees. Day after day he was bringing lesser and lesser trees. "I must be losing my strength", the woodcutter thought. He went to his boss and apologized saying that he could not understand what was going on. "When was the last time you sharpened your axe?" the boss asked. "Sharpen? I had no time to sharpen my axe. I have been very busy trying to cut trees..."
Learning - Invest in improving your skill
If you go on only Selling products to every Customer at our Store you will run out of skills that you have gained from the previous experience or on this job and what will you do then? That¶s right you will have to invest in time and effort to gain new techniques and tricks to convince and delight customers in this ever changing business. Tell them, that¶s exactly what we are going to do in this session. It is more like learning from each other. I am sure we will learn mutually from each other. This is is more like mutual exchange of knowledge and skills through this t his programme.
Now we will see what are the t he different areas that we will be covering during this session Tell them: The primary objective of this programme is: we want you to walk out from here Smiling and in-turn makes your Customers Smile with your Service.
0.35
Tell them: In the end we have also included some Success Tips: What you will practice as a store in order to become successful at your job and career ± to become a successful express store employee Tell them: The whole module is divided into small topics so that it will be easy to understand and will be effective when you practice them as a whole. who le.
Please contribute your learning and experience as and when required so that we can make this session session a process of knowledge sharing. R equest equest you not to jump immediately if you know something in advance, however, you may raise your hands if you want to add a point that will be helpful for the group. To make it more interesting we will also be watching Videos V ideos and engage in activities. 0.40
Activity:: Questionnaire Show Slide: An Activity
What
Pre Assessmen Assessme nt
is it?
In this upbeat activity, all attendants will fill a Questionnaire that is provided to them to check their Customer Service level in respect to to our Customers. Customers. This is is like like the Customer Service personnel inventory. What to do? Ask respondents to fill the Questionnaire with the following instructions below: Ask them, how they performed the task of filling the Questionnaire. Now do you you know where you are good at and where you need to improve? Tell them: You leave it it here. This is is just an exercise to know ourselves. Do not worry about it. All you need is to concentrate and participate actively to take more out of this programme.
0.45
Some k ey ey terms These terms and concepts are very important to remember and must be discussed in details with the customer
Some k ey ey
Ret ail ailing
The sale of goods or commodities in small quantities directly to consumers terms ever ter every one suppose to Def init init ion of Customer Customer Servic ice e kno kn ow befo efor re Customer service is often seen as an activity, performance measurement going ah ahe ead and a philosophy. "Customer service is the ability to provide a service or product in the way that it has been promised" "Customer service is about treating others as you would like to be treated yourself" "Customer service is an organization's ability to supply their customers' wants and needs" "Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner" "Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer" "Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer" "Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner" "Customer service is a proactive attitude that can be summed up as: I care and I can do." That is why generally speaking, one single customer service definition definition does not n ot exist. Let's give it a shot anyway.
mpor rt ant ant f acts acts to conside der r ab about out t he Some impo impo mpor rt ance ance of c of custome ustomer r se ser rvic ice e y
y
68% of customer defection takes place because customers feel poorly treated. It
can cost five times more to buy new customers than retain existing ones. Source: TARP
Why custome ustomer rs qui quit:
y
1%
die
y
3%
move away
y
68% quit because of an attitude of indifference towards the customer by the staff. % are dissatisfied with the product.
y
14
y
9%
y
For
y
It
y
leave because of competitive reasons.
every customer who bothers to complain, 26 other customers remain silent.
takes 12 positive service incidents to make up for negative incident.
The average "wronged customer" will tell 8-l6 people about it. Over 20% will tell more than 20.
y
91 %
y
70%
y
95%
y
y
y
1
of unhappy customers will not willingly do business with you again of complaining customers will do business with you again if you resolve the complaint in their favor of complaining customers will do business with you again if you resolve the complaint instantly.
Reducing customer defections can boost profits by 2585%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. 80% of complaints received by an organization are likely to have poor communication as their root cause, either with the customer or within the organization itself. Customer
loyalty can be worth up to 10 times as much as a single purchase.
Time Ti me Manag Manageme emen nt Generally, time management refers to the development of processes and tools
that increase efficiency and productivity
Merchan Me rchand dise Mix Mix The breadth and depth of the products carried by retailers
1:00
Training of cashier
Before explaining how I will create training manual for cashiers, it is first necessary to describe the job of cashier. Working as a cashier in a big store is a demanding job. The cashier enters the merchandise sold, totals the bill, rece ives money, makes change, handles cards, and gives receipts. The work is extremely repetitive and there is no margin of error in handling money. The cashier is required to focus precisely on an unending stream of details in a fast-moving environment with many distractions. There is the physical strain of lifting a large number of items over the scanner to make sure it automatically registers the sale, with the danger of repet itive motion motion injuries. A cashier is dealing directly and intimately with with many people. In spite of the best professionalism, good manners and eye contact, a considerate and empathetic demeanor, flexibility flexibility in response, and a diplomatic approach that seeks to please, some customers are rude, demanding, and even threatening. Working in the public eye also puts a subtle pressure on the t he employee, because all of his or her behavior is being constantly co nstantly scrutinized by the customers, as well as being monitored by the management. Job Dut ies
A cashier in any field can e xpect some basic responsibilities. Cashiers most often complete transactions for customers and handle their money, Make change, and render receipts. Oftentimes a cashier will be responsible for counting and documenting the money received during the day in their till. Such as helping the t he staff with merchandising, sales, promotions, and shelf stocking Cashiers must help customers locate merchandise. y
y y
y
y
The job of cashier is one that is often sought out because it requires a minimal amount of training. Aside from basic co urtesy and math, Our Company can show them what they need to know about their computer in as little as an hour ho ur and a half. The more challenging aspects of being a cashier are often dealing with the customer, not with the money, as the t he cash software does most of the math and work for you. So, even though your typing skills should be sharp, the amount of time you'll spend dealing with the customer face-to-face means that your interpersonal skills should should be even sharper. Cashier is the only person whom with every customer has to interact for a while or long so he must be very ver y well trained Step 1 Determine
the cashier¶s current skill level. Cashiers must be
skilled in customer service and basic math. Aside from these, cashiers must also be punctual to ensure that their computer is being manned, responsible to ensure that all security tags are removed, merchandise has not been tampered with and the tender is legal tender, ethically responsible with money and a ble to stand for long periods of time and lift heavy packages, often up to 25 pounds. Step 2
Make them aware of customer service. These include how to greet a customer at his table/counter, how far away he should stand from the customer (usually 5 feet), how ho w to give the customer her total and change and how to handle any complaints or discrepancies in price or payment. p ayment. If the customer has had to wait in line, thank them for waiting. wa iting.
Step 3 Give
instructions on how to use the software & t ill. This includes how to open and close the cash box, entering the records, closing system for the night, scan an item, enter the item's bar code if it does not scan correctly co rrectly and remove an item from the bill that has already been rung up. Step 4 Give
them lessons on how to handle money and tender. This includes basic math skills, how to input how ho w much money was handed to you into the record, how to run a debit or credit card, how to acknowledge discounts and how to handle price conscious customers. Step 5 Give
them lessons on how to perform other tasks a cashier may have to undertake. These include reloading phone cards, checking currency notes to ensure they're t hey're not counterfeits, bagging items, scanning heavy or large items and checking personal identifications during the sales of tobacco.. Step 6
It's an important part of any retail shop, getting customers the right change quickly. Managers shou ld spend major time training entry-level employees to get the right change back to customers, and cashiers use some common techniques to get good at cashing out buyers and selling quickly.
Count out loud. Counting the change out loud helps you keep track and also establishes between you and the customer how much they gave you. Problem customers may come back later, claiming you short-changed them on a large bill. Counting out loud takes care of this problem while helping you provide accurate change.
y
Anticipate "tricky" customers. You may have seen these tricksters before. Seniors are among the most enthusiastic testers of your math skills.
y
y
Set limits on giving change. If you're swamped with customers at any given time, t ime, you may need to tell t ell them to provide cash as exactly as they can. You can also refuse to give change for very large bills as a matter of cash flow security. Knowing your limits and managing unusual situations will help you become a better cash handler and keep you from being overwhelmed.
Step 7 y
Finally, thank the customer for their business. You should always do this verbally. However, sometimes so metimes it it may be appropriate to exceed t he customer's expectations by a nice gesture of thanks. In many cases, it is great to give a chocolate or some other small item item as a gift to a baby with w ith the customer who has made a lot of shopping.
1:30
Ref reshment Break
2:30
ail Store Manager? What Is a Ret ai
Store
managers
The principal responsibility of a express manager is handling and overseeing all the day-to-day processes pro cesses that are carried out in the store. He manages the product pro duct inventory, salespersons, goods for display, sales, etc. However, he doesn't d oesn't manage every single record of a product, but roughly has a record of all products and the people who are responsible for managing the products. Apart from product and customer management, he also has to take care of the interests of the members in his sales team, a s they are the ones who are in direct contact with the consumers. The retail store manager is an individual who oversees the daily operations of a express store. That individual is responsible for overseeing the daily work of o f subordinate employees and sales staff ensuring that customers have a pleasant shopping shopping experience and completing many other ot her duties necessary to run the store in an effective and efficient manner. What
are the Duties and Responsibilities of an express Store Manager? The position of express store manager is one that holds vast duties and great responsibilities. responsibilities. We employ express store managers to maintain the overall quality and day-to-day
operations of the establishment. In order to learn more about the duties and responsibilities of a express store manager, it is important to highlight what in fact these t hese individuals do on a daily da ily basis There are many duties dut ies this individual is responsible for completing and each dut y in and of itself is vital to the smooth operation of the store. These individuals are ones who make the store a success and it t akes a strong manager to ensure that the t he perfect individuals are hired t o fill sales associate positions, clerical positions and other important job titles. In addition to these tasks, the express store manager must see to it that each individual is adequately trained to fill their their job title t itle and supervise the work that they do t hroughout their employment at the store. Another important duty and/or responsibility of the express store manager deals with the money that comes into the store and goes back out as well. The express store manager is responsible for handling the turning in of cash at the end of each sales associate¶s day and is required to ensure that all the money is accounted for in the end. In addition, a express store manager is usually responsible for paying the employees and e nsuring that the paychecks match the hours worked by each individual. Attendance records are needed to be kept by the express store manager to ensure that all money which has come into the store is accounted for and sales associates assoc iates and other store employees are paid as they should be. Inventory is another responsibility of a express store manager. Since there needs to be goods in stock to sell, it is imperative that the express store manager check the t he inventory on a frequent basis and make sure that orders are in when they are supposed to be. In addition to checking express store stock and ordering goods, the express store manager also needs to be responsible for paying for the goods which are ordered as well as keeping track of how much is spent on procuring the goods. One very important duty of the express store manager relates to customer service responsibilities. From time to time, shoppers within the express store will ask to speak with a manager whether it is to issue a complaint regarding their t heir shopping experience or provide a compliment to an employee or the store itself. The express store manager is the higher up individual in the express ranks who provides an ear to customers who wish to express either their pleasure or displeasure regarding an aspect of the store. Therefore, the express store manager must be extremely well versed in matters of customer service.
The express store manager is also the t he pertinent individual at an express store who confers co nfers with with the higher up individuals on the corporate level. Since the express e xpress store manager is on the premises on a daily basis, they are the best individuals to let the corporate office know how that particular store is doing. This relates not only to sales but to employer-employee employer-employee re lations as well. This individual is also the one who handles occupational safety and employee relations within the store sto re and relates any issues back to the head office. o ffice. Lastly,
the express store manager is the person at a particular express store who may handle advert ising ising and promotional displays. The express store manager is o ne who must make their individual store shine when it comes to presenting various promotions in a favorable and enticing manner. Although they may not be responsible for drafting the advertising materials, they should be knowledgeable in how to display the information so that it has the maximum amount amou nt of potential possible Synopsis of store managers responsibilit ies
Employees
training and development, performance management, payroll, and schedule workplace scheduling Store business operations, including managing profit and loss, facility facility management, safety and security, loss prevention Product management, including ordering, receiving, price changes, handling damaged products, and returns Team Development, facilitating staff learning and development Problem solving, handling unusual circumstances
What
Makes the Perfect Express Store Manager? There are a few things which wh ich the perfect express store manager will embody. One positive trait which makes a wonderful express store manager is an individual who has exceptional conversational skills. Since a main component o f an express store manager¶s daily duties is to interact with customers and e mployees, it is very important that they know how to converse in such a manner which is courteous yet effective. Looking for individuals individuals with this trait will help interviewers to find the best type o f express store manager.
Past experience is another important aspect which all express store managers should have. Although past employment may not be the only contributing factor to obtaining the best possible candidate for the job, it still is a highly desirable one. Choosing Choo sing
a express store manager who has some so me past managerial experience will equate with less training that is needed a nd perhaps a more established and useful manager overall. Another trait to look for in a potential po tential express store manager is professionalism. professionalism. A pro fessional fessional store manager not only will benefit the customers who enter the store on a daily basis but will be a good morale booster for other employees as well. A professional professional express e xpress store manager does not have to be stuffy yet must know when it is the right time for serious behavior and when he/she can take a lighter attitude with both the customers and employees. A great express store manager should also have excellent analytical skills which may benefit the store t he most. Since efficient math¶s & analytical skills is a n important thing for express store managers to have since they t hey will be working with money on a da ily basis, it is good to have this particular quality. 3:30
Pre-Assessme e-Assessmen nt
S ALES MEN
Test ± What is the purpose of o f your job ± Is it waiting on customers? ± Stocking shelves? ± Delivering a great customer experience? ± Educating the consumer? ± Making a sale?
Obj ect ives of t he Pr Progra m bje gram y
y
Shift the engagement with the custo mer from transaction to relationship building. Understand
and develop skills needed to delight customers
at the store y
What
can our Sales Agents get out of the Program
Tell t hem ab about out t he f irst irst iimp mpr ress essiion
You
are the First point po int of contact with the Customers You are the Store¶s image ± Customers observe your personal grooming and grooming of your Store ± Organized product display
± Clean products on the shelf ± Greet customer saying ³As Salam O Alaikum´
Process of gr of greet eet ing ing a custome ustomer r
As Salam O Alaikum or Good Morning/Afternoon/Evening Use a warm and friendly voice ± be careful of the tone of your voice
Communica Commu nicat t ing ing wi wit t h Custome Customer rs - Words 38% - Tone & Pitch 55% - Body Language Important to remember while communicating with the customer Non-Verbal ± Body language Verbal ± Words, volume, pitch and tempo
7%
Wha hatt do Customer Customers wan want t ?
Understanding
customer needs is not always a simple task The customer does not generally g enerally state what he/ she needs. It is the SA¶s task to identify what exactly the customer desires
Two Tw o wa ways ys we can unde der rst and and Customer Customers
Questioning Listening
Liste stening mpor use ning is impo rt ant ant b beca cause
to understand customer needs ± advising them the right product to demonstrate to customers that you understand t hem to expect future needs / unstated needs customer satisfaction depends upon listening listening actively
Common Commo n custome ustomer r que queri ries es
Do
you have«.?
How much is«.? Where can I find«? What goes with«? Which product is better? How long will it last? When are you open? Do you provide home delivery?
Steps in de dea aling wi wit t h custome ustomer r que queri ries es 1. Understand / Evaluate query 2. Answer query 3. Decide whether you can answer the query, if Yes, go ahead and help them 1. Stop what you are doing if you can & help them 2. Give the customer your complete attention 3. If the customer wants to know where an item is located, 4. escort the customer to the product, 5. do not give direction how to reach that particular product or category
When You Cann Cannot ot An Answer t he Quer Query
Inform the customer that you will w ill get the assistance Escort the customer to the person who can answer the query perso n providing the Explain the customer¶s query to the person assistance ± Validate with Customer If still not resolved ± Escalate to the Store Manager
Deligh Del ustomer ightt t he custome rs
Shift the engagement with the custo mer from mere transactions to experiences that build relationships Why is it important to Delight Customers? R etains etains customers Increases referrals ±
10 beha hav vior t hat hat wi will ll mak mak e you a su succ ccess ess ex express stor sto re sa sales man man 1. 2. 3. 4. 5. 6. 7. 8.
Engage Every
Single Customer Focus on the Floor Listen to Your Customers Look professional Product Features Must be Linked to Benefits Product Knowledge is Key Aim to be Unique Know why Customer is leaving the Store S tore without making a purchase
9.
with Enthusiasm 10. You Must Ask Questions 4:00
Dress code for for st aff
Engaging
Ask them: Why do you think we should wear Uniform? How does a Uniform benefit benefit us or o r our Customers? What is the importance of Uniform on the Floor? Note: Use the following situations to drive the importance of Uniform:
Imagine you walk into a Store to buy a pair of clothes, and notice SA / Cashier dressed in the dark or are just trying to make a new fashion statement with his colorful and purple pants and a green shirt, do you think this will take your mind off from the buying mood or not? Or If you are sick or injured and find yourself in the hospital would you feel like your life was in good hands if the nurse was dressed in all black, supporting the latest fashion fashion trend? t rend? I am sure you will have double pain. You would think twice. Here comes the doctor, a middle-aged man, slightly over weight, dressed in Jeans and a T-Shirt with D.O.A. (dead on arrival) written across the front of it. you to create humor and also Note: The above scenarios will help you stress on uniform. Ask them: Do you what are the reasons for introducing in organizations?
Uniform
Acknowledge their responses. for introducing Uniform / Tell them: These are some of reasons for organizat ions: Dress at ITC or any organizations: o
o
o o
Uniform/Dress
is important in a service industry like ours and that compliance to a dress code is a criterion for employee performance evaluation. Most companies agreed that dress is a significant factor in their companies success Your appearance shows your customers the "real" you. Promotes a positive company image to customers customers..
Customers Tell them: So give a greater service and image to our Customers
and follow simple guidelines like: (MUST follow)
Store uniform is must Wear clean socks every day. Shoes should be clean a nd polished
Simple belts
Black shoes & socks Uniform should be Clean & ironed
4:10
Displ spla aying produ oduc cts
Organize your display
All Customers want to see our products pro ducts in an organized manner rather than thrown here and there. If our displays displays are not maintained, customers think that we are lazy and not interested in customer service. Every time you set your display right after the customers leave your sto re or aisle make other customers feel comf co mfortable ortable shopping in your aisle.
Clean the products on the shelf
Cleanliness is next to Godliness. It is always irritating to our Customer to see our o ur products with dust and dirt on them. Do you wish to touch tou ch products that are full of dust even at home? No, we don¶t. How How do you think think Customers will? will? This is the least least a Customer expects from our Store. Tell them: It¶s not just the Cleaning and maintaining the t he shelves but maintaining Personal Hygiene as we ll i.e. keeping yourself clean at all times that is equally important. Tell them: Personal hygiene is the first step to good grooming and health. health. Hygiene is more than just just being clean -- it is defined as practices that help people keep healthy. Practicing good personal p ersonal hygiene is smart for two reasons. First, it helps prevent people from catching a nd spreading illnesses and disease, which is of key import ance when it comes to the office environment. Second, it helps people feel good about themselves and t heir bodies. Also remember, you are never completely well-groomed till you have conquered personal hygiene. Everything about you must be completely clean.
4:30
Sto tock ck
Although you may be a cashier or even a store manager,
there are times when you have to pitch in and help stock. Just remember the following when stocking department store shelves.
departme depar tmen nt shelv elving ing
may not need to price the items before stocking the shelves. Part of your job in sto cking the shelves may be to put price tags on the clothing. Alternatively, you may need to put the price on the shelves.
Find where the items go in the department store. You must be aware of all the sections in the store Gather the boxes that have the stock you need to put on the shelves. Usually a handcart or shopping cart is your best bet for getting the boxes from the storeroom to the shelves. Open the boxes and check to see if price tags are on the items. If they aren't, find the price pr ice tags for the item you are stocking and attach them. After pricing pr icing they start putting the items on the shelf or hanging them on the rack. Select other items to stock. Sometimes you will have items such as books or candy that need replacing.
You
The most important part of stocking grocery gro cery shelves is making sure you are stocking what people want to buy. Once you have what will sell, sell, keeping your shelves wellstocked and organized is essential to a properly run grocery store. Bring your stock to the shelves. R unning unning to and from the back room to the sales floor takes up valuable time and is a lot of work. You can be more efficient with the stock right there on the floor. otate R otate
your stock. Place older o lder items in the front and newer items in the back to prevent product waste. You have to discard and take a loss on anything that expires; selling it before the expiry date prevents that. Face all items as you go. Facing means to make sure all the labels face forward and t hat all of the products are at the front of the shelves. If you don't have enough stock to fill the shelves, pull them all the way to t o the front so customers can easily see and access t hem. R emove emove overstock promptly. Excess stock on the shelves or the sales floor makes the shop look cluttered and unorganized. It also prevents people peo ple from finding what they want. Clean as you go. This is especially important if you're stocking during business hours. Customers avoid messy
isles and dirty shelves. Pick up any packaging materials and wipe up dusty dust y shelves and spills.
4:35
Customer service t he last solut ion to compete: a must for all employees to know
Providing excellent retail customer service can be s imple and very rewarding to both the associate and the customer if it is done correctly. We all want customers who will buy our products as well as returning customers. One way to ensure this is to offer outstanding customer service 1. Think of what it means to be a customer--what it feels like when you walk into a retail store. What do you expect from an associate? Whether you're coming in to browse, make a purchase or o r return an item you want the t he same quality of service--excellent. 2. Start by dropping whatever you're doing when your customer enters. Your customer is your number one o ne priority 3. Smile. The very first thing a custo mer should see is a smile. This creates a warm and welco me first impression. impression. 4.
Use
a welcome message. Say Sa y your store's greeting with a pleasant and upbeat voice. Your voice should not be monotonous, it should have inflection.
5. Be consistent. Every customer must be greeted. 6.
We
all shop. Think about what you expect from your own shopping experience. Do you want fast, friendly service? Be willing to provide the same for your store customers. Service with a smile you¶ll be amazed at what the simplest detail can do. 7. Listen queries of the customers carefully and answer the m promptly with as much detail as possible po ssible so your customer has all the facts necessary. Cou ld mean the difference between a sale or lost sale. 8. When assisting a customer, listen with an open mind and open ears. Take notes when appropriate. 9. Be careful in order to complete the customer's request efficiently and erro r-free. r-free.
10. If a problem arises deal with it promptly pro mptly Show your customer you care and you're willing to fix it. Even if it means giving your customer a part ial or full refund keeping a good reputation is one thing you need to strive for on H.K.B
11. Good Communication is a must. If there is something missing and out of stock tell to your customer let them know this and why. You are dealing with a customer face to face talk with them honestly and keep them updated when necessary. 12. Offer customers an incentive for buying your products. Pleasing your customers creates positive buzz and word of mouth travels fast!!!
Tips & Warnings emember you can't please everyone, do your best & R emember move on. Leave timely & honest feedback Listen to what your customers are telling you... read between the lines Don't Give U p custo mers Don't argue with your customers Always smile. Always be polite and respectful. Be genuine. Go above and beyond this list. Don't be afraid to get a manager if you cannot handle the situation. y
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