Retail 2010 - John McDonald

Build Relationships with Customers

Retail Certificate III 22 March 2010

Lesson 7

Retail 2010 - John McDonald

Review previous lesson

Build Relationships with Customers

Retail 2010 - John McDonald

Review previous lesson

Presentations◦ Store policies and

procedures Next learning activity Classroom

assessment – what I have learnt?

How to use my Wiki

Build relationship with customer

What sorts of store policy and procedures need to be considered in building customer relationships?

selling products and services maintaining and utilising client records promotional, marketing, discounting and

reward programs dealing with difficult customers resolving customer complaints.

Build Relationships with Customers

Retail 2010 - John McDonald

In consultation with your teacher select one policy/procedure

In the library research this requirement Use the following format: Describe the legislation How does it impact on the customer? Provide examples Summerise why it is important to the customer

relationship Provide a short presentation to the class next

week

Small group activity # 2

Retail 2010 - John McDonald

Review your assessment Refer to MyClass Wiki: http://buildcustomerrelationships.wikispaces.com/ Explore this site. You will need to:1. Read the front page2. Look at your assessment3. Review the latest PowerPoint presentation4. Open the ‘word document’ and scan the learning

material5. Summerise what listening skills are from these

notes

Asessment task

Retail 2010 - John McDonald

Describe how you can promote your business effectively

What sorts of information can you collect on customers?

Name some important retail policies and procedures.

Summary of key points

Retail 2010 - John McDonald

What types of difficult customers are there?

aggressive assertive passive fussy demanding rude exasperated arrogant.

Dealing with a difficult customer

Retail 2010 - John McDonald

Listen carefully to a client's criticism. By asking calm questions, see whether you can discern the main thing that is bothering the client.

Don't interrupt immediately. Unless the client is abusive, it pays to hear what they're saying in full. If someone is abusive, politely ask them to tone down his or her language.

Keep records of your dealings with difficult clients and steps you have taken to deal with their concerns.

Strategies in dealing with difficult customers

Retail 2010 - John McDonald

Try to see things from the client's point of view, no matter how unreasonable or how irrational he or she seems. What seem to you to be nagging, repetitive phone calls may simply be an expression of the customer feeling stressed for reasons that have nothing to do with the work you're doing.

Avoid arguments. Your goal is to come to an understanding, not to win a confrontation. Acknowledge different viewpoints.

Be encouraging. Often people become hostile when they feel frustrated or confused.

Stay calm. If you can't stay calm, terminate the call or meeting until you can respond less heatedly.

Strategies in dealing with difficult customers

Retail 2010 - John McDonald

What are some important retail policies and procedures?

How to use My Wiki for Build Customer Relations

What sorts of information should we keep on customers

How do we deal with difficult customers? What communications can we use in these

situations?

Summary