ASIN 2011-SE's Training Programme Experience Sharing - [Topic]

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ASIN 2011-SE's


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PowerPoint Presentation:

ASIN How to train SE’s Mumbai – Rajesh Singh “Asus SE’s Training Programme”

Training Content:

Training Content Roles, Processes, Timelines Roles, Processes ,Responsibility& Timelines. Grooming. Communication Skills. Body Language. Way’s Of Greeting ,..Customers.

PowerPoint Presentation:

Training On SE’s Roles, Processes,Responsibilities&Timelines

SE’s Roles & Responsibilities:

SE’s Roles & Responsibilities Reaches the outlet at the defined time everyday Calls up the program manager from the outlet landline to mark his attendance Reaches out to walk-ins to get them interested in ASUS products, delivers a great demo, and tries and converts prospects to customers Tries to convert customers to high-end products Responsible for maintenance of POS(Point of sales) & deployment of fresh merchandise Inputs on competition – sales, programs/promotions, NPIs(New product introduction), pricing, merchandising – to the Manager , during his visits or immediately over phone, if deemed necessary (e.g., in NPI, price drop, promotion) Daily sales reporting – through SMS to Manager/CM, as well as maintenance of printed sales log book Discussion of issues/concerns with Manager and CM. Maintaining high discipline to uphold ASUS brand name

SE’s daily schedule:

SE’s daily schedule Time Work in Hand 11:00am to 11:30am Attendance, Outlet Dress up for Visibility & Merchandising 11:30am to  1:30pm Demo to the Customers 1:30pm to  2:00pm Lunch Break 2:00pm to  5:00pm Lean period: Cold calling to the prospective customers through phone 5:00pm to  8:30pm Peak traffic period: Demo to the Customers 8:30pm to  9:00pm Closing of the counter & handing over the belongings, Day’s report The above schedule is for Instore SE’s . The SE’s who are working in to the store has to work according to the store manager or can co-ordinate with their CM/BSM. The SE’s who are working in to Channels has to plan their day, according to their CM’s/BSM’s instruction. For Channel and Instore SE’s, outlet or Market weekly off is the off day . In the regional festival period, depending on the Store management or Market one has to work.

SE’s Daily Check List:

SE’s Daily Check List

Attendance Tracking:

Attendance Tracking All executives call their CM from the counter landline first thing after reaching ASUS SE daily attendance is recorded in the printed sales tracker & signed by the counter owner/manager Daily sales report captures attendance All executives send an SMS to the CM at the end of the day giving sales figures . ASUS SEs weekly feedback format (format in a later slide in this presentation) also captures ASUS SE attendance. Program Owner may calls to each counter to do random checks.

ASUS SE’s – Weekly Feedback Form:

ASUS SE’s – Weekly Feedback Form

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* Training On Well Grooming *

Why Is Grooming Important ?:

Why Is Grooming Important ? Customer expectations Create trust Be a consultant Match values of trust, reliability and precision

Grooming Tips for Women:

Grooming Tips for Women Neat & clean Braids if long hair. Pins similar to hair color, may be used to pin hair. Fingernails-should be trimmed, No nail polish. No artificial nails Finger Rings – maximum one ring Earrings should not be big Make-up-To be minimum Small bindis . No glass bangles

Grooming Tips for Men:

Grooming Tips for Men Neat, clean, well groomed. Attire as per the company rule Properly shaved Have a short haircut. Moustaches neatly trimmed Only one ring in one hand No paan stained teeth No picking of nose in public No tobacco chewing Clean socks should be worn every day. Shoe must be clean and polished

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* Training On Communication Skill *

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14 Effective Communication Ideal communication for the Sender : Be clear and concise Have a purpose Be well planned Focus on the receiver For the Receiver, effective communication involves: Listening – don’t interrupt Asking questions to clarify Summarising to check understanding

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15 Listening Skills When I listen well, I: Pay attention to what is being said Look at the person who is talking to me Say “uh huh” to show I understand what they are saying Ask if I am not sure about what they mean Ask if I want to find out more Sometimes repeat back to them in my own words to make sure I understand

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16 Do’s and Don’t of Effective Communication DO DON’T Communicate Clearly Listen Actively – Ask Questions Be concise Give complete information Advise on the action you will take Be aware of the receiver to relationship build Use long, complex words and sentence Get distracted when listening. Try to focus on what is said Leave out important details Forget to tell people what your actions will be Let the other person feel unimportant

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17 Effective Communication is CLEAR C lear L isten and ask questions E ffective A dvise on action R elationship build

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18 Non-Verbal Communication Non-verbal communication is the process of sending and receiving messages using your body, gestures, posture and facial expressions

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* Training On Body Language *

Welcoming The Customer:

Welcoming The Customer

"Kind words can be short and easy to speak, but their echoes are truly endless." Mother Teresa:

"Kind words can be short and easy to speak, but their echoes are truly endless." Mother Teresa

First Impressions:

First Impressions

Snakes Or Ladders:

Snakes Or Ladders A B C D E F G

Our Body Language:

Our Body Language The Ideal Standing/Sitting Posture Back Straight Shoulders straight back Equal weight on both feet Hands by your side or in front Head slightly tilted forward. When a customer approaches your area you should make eye contact with the customer, SMILE and greet him/her

Negative Body Language: Facial Expressions (To be avoided) :

Negative Body Language: Facial Expressions (To be avoided) Clearing your throat repeatedly Swallowing hard Covering the mouth with hand while talking Touching hair, face or neck Twitching lips or face No

Negative Body Language: Facial Expressions (To be avoided) :

Tapping your foot, pen, or fingers Rolling your eyes at customers Looking around or at the ceiling Looking at your watch Irritated sighs Leaning against the desk/counter No Negative Body Language: Facial Expressions ( To be avoided)

Building Blocks Of Customer Happiness: When Customer Is In The Store:

Building Blocks Of Customer Happiness: When Customer Is In The Store Sales Cycle

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Listening "We have two ears and one mouth so that we can listen twice as much as we speak.“

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How to Answer Responding to the customer’s questions and objections Showing off your product (or alternatives) in a way that engages and excites the customer Acknowledging the customer in a polite manner Clarifying customers doubts Complementing the customers choice

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How Do We Do It

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* Way’s Of Greeting ...Customers *

How To Make Your Customer Happy :

How To Make Your Customer Happy To understand the importance of customer happiness To explain how ‘YOU’ can make a difference in providing customer happiness A smile and eye contact tell your customers you are happy to see them and want to help.

How To Greet Customer:

How To Greet Customer when the customer comes in you will be able to hear them no matter where you are in the store. Even if you are with another client it is important to make all new customers feel welcome. Excusing yourself from the client you are with and quickly greeting the new customer maintains a level of professionalism. However... Don't pounce on the customer when they first walk in. Wait for them to take a few steps into the shop before you offer to help them. If they do not know what is in the shop, how will they know what they are looking for? Approach the customer. Smile when you greet people. One of the key mistakes that sales associates make is asking "What can I help you with today?". Asking an open ended question such as this allows the customer to push you away. A better way to approach a customer would be to take note of certain items they are picking out and make a comment such as "I've noticed you're picking out dresses, what occasion are you shopping for?". A question like this demonstrates that you acknowledge what they are shopping for and allows you to connect .

Avoid doing things that will give the customer a bad impression, for example: :

Avoid doing things that will give the customer a bad impression, for example : Looking bored Talking with co-workers and ignoring customers Frowning or acting distracted Answering "no". Always find a solution to customer's queries that will have them enter the store to find out more. For example, if a customer wants a dress in a colour you do not carry, help her find something similar within your store in a different colour. You must be able to adjust to people's needs and moods as quickly as possible. Greeting customers relies on the ability to quickly analyze how you can help them without seeming pushy or rude. Offer to show them where something is if they ask you where an item might be. Do not just point somewhere and say, "I think they are over there." Bring the customer to the item, and be prepared to answer questions.

Things You'll Need:

Things You'll Need A nice attitude A smile A friendly aura Product Knowledge: Where things in your store are, what they are made of, where they come from, etc.


Warnings Don't stand right beside or in front of the customers, having adequate personal space ensures that you don't come off as pushy or overbearing. Make sure you are clean and presentable, as a greeter you are the face of the company.

PowerPoint Presentation:

"Here is a simple but powerful rule - always give people more than what they expect to get."

Checklist: Before The Customer Walks In:

Checklist: Before The Customer Walks In

The most important part of Customer Service is to enjoy serving the customer! Great Service comes from the HEART :

Our Attitude The most important part of Customer Service is to enjoy serving the customer! Great Service comes from the HEART

Pre Planning Preparation:

Pre Planning Preparation Check your appearance Know your store Know your inventory/products Know the discounts and offers for the day Know your competitor Know the trends Check to see if your section/store is looking orderly and neat

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Are all these your customers

Have You Got This “Rights”:

Have You Got This “ Rights ” Never judge a customer based on their Physical appearance Clothes Remember your customer can go to another store if you do not respect them Let the customer feel that your store’s are more customer friendly, hence your opportunity to make a sale is high and your targets are met

The Closing:

The Closing Thanking the customer after the interaction This greeting includes inviting the customer back to the store- Sir/Madam , we look forward to see you again in our store. Ends the interaction on a positive note and creates a pleasant memory for the customer

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THANK YOU Namaste May you create the team you desire

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Thank You Very Much