What we will be covering?
Effective Customer Interaction
Selling Skills
Delighting Customers
03/09/15 Gajanan Shirke-MIH , Author
Contents Receiving a Customer Customer Interaction – The 4 Step Process(Identify customers individually, Differentiate
customers, Interact with customers, Customize for customers)
Personal appearance How to Communicate with the customers
Verbal / Non-verbal Understanding Customers – Questioning &
Listening Handling Customers – Types of Customers
Working with more than one Customer Dealing with queries03/09/15 Gajanan Shirke-MIH , Author
First Impressions
You are the First point of contact with the Customers
You are the Hotel’s image Customers observe your personal grooming and
grooming of your Store Organize yourself– every time a Customer
leaves your premises Clean the public area– every time
Receiving Customers03/09/15 Gajanan Shirke-MIH , Author
Why should we Greet our Customer?
Acknowledge their Visit to our Hotel
Greeting makes our Customers to feel:
Welcoming Comfortable in the Hotel Positive about our Hotel Signal of Friendly environment
Receiving Our Customers03/09/15 Gajanan Shirke-MIH , Author
Role of CSA in Greeting
1st Step of receiving a Customer is to Greet them.
Your Role as Hotel representative Greet Thank See off (farewell) our Customers
Important: And this every time the employees encounters a Customer
Receiving Our Customers03/09/15 Gajanan Shirke-MIH , Author
Where do you use greetings?
First point of contact Entrance Corridors F&B outlets
Receiving Our Customers03/09/15 Gajanan Shirke-MIH , Author
Types of Greeting
Good morning/ afternoon/
evening
Namaste (with folded hands)
Namsate “Thank you ,please come again”
“Thank you for Dining/Staying
with us”
Receiving Our Customers03/09/15 Gajanan Shirke-MIH , Author
Essentials of a Greeting?
Be genuine Smile from the heart, do not laugh
Friendly gestures Smile, stand straight, make an eye contact
Acknowledgement of customer Nod your head while Greeting
Receiving Our Customers03/09/15 Gajanan Shirke-MIH , Author
Approach the customer
Make an eye contact with the customer Do not wait until the customer comes to you Do not invade personal body space Show that you care
Customer Enters Hotel
Approach (Eye Contact)
03/09/15 Gajanan Shirke-MIH , Author
Smile at the customer
Try to put a natural smile Smile has to be genuine
Customer Enters Hotel
Approach (Eye Contact) Smile
03/09/15 Gajanan Shirke-MIH , Author
Acknowledge the customer to ensure the customer is aware of you
Use a gesture Nod your head Shake your head slightly Bend your neck
Customer Enters Hotel
Approach (Eye Contact) Smile Acknowledge
03/09/15 Gajanan Shirke-MIH , Author
Verbally greet the customer
Namaste (pause) or Namaskar or Good Morning/Afternoon/Evening
Use a warm and friendly voice – be careful of the tone of your voice
Customer Enters Store
Approach (Eye Contact) Smile Acknowledge Greet
This should take within 0-5 Sec of Customer entry03/09/15
Gajanan Shirke-MIH , Author
Engaging – The 4 Step Process
Hoshiyar - Alert and Attentive on the floor. Acknowledge their presence. Approach at the right time. Assist if needed
Interaction with Customers03/09/15 Gajanan Shirke-MIH , Author
Hoshiyar - Alert and Attentive
Where ….
Hotel Entrance – by Security Guard At Front Desk - FO Team F&B Outlet- F&B team Corridors - HK Team Back Areas : Back of the house team During the Exit - by Security Guard
Interaction with Customers03/09/15 Gajanan Shirke-MIH , Author
Acknowledging the Customer
Level 1. More than 10ft - When they are far away we should smile and nod our head
Level 2. Less than 10 ft - Near us should smile, nod our head and Greet our Customers
Level 3. Around 3 ft - Very close to us take a step back, smile, nod head, Greet them and
start engaging with Customers
Interaction with Customers03/09/15 Gajanan Shirke-MIH , Author
Approach at the Right time
Calls you. Signals you. Looks Confused Has 2-3 things in hand. Is searching for a help. Looking for signs.
Interaction with Customers03/09/15 Gajanan Shirke-MIH , Author
While we are Assisting:
….SMILE ….Maintain an eye contact. ….Stand Straight. Use hands while explaining ….Keep a distance from our customers- Don’t
get too close ….Offer assistance ….Listen to our customers ….Offer solution ….Escort them
Interaction with Customers03/09/15 Gajanan Shirke-MIH , Author
Opening Lines
Must be Context based – background of our Customers
must have nothing to do with business must to encourage conversation must be creative, unique, and/or special enough
to start a conversation
Receiving Customers Question03/09/15 Gajanan Shirke-MIH , Author
If they come with children
Every parent loves to talk about their Children Comment on how cute the kids are Find out how old are they Comment on how well the child speak Be careful not to guess baby’s gender (male /
female)
Receiving Customers03/09/15 Gajanan Shirke-MIH , Author
Working with More Than One Customer
Working with Customer A and Customer B Seek Verbal approval from Customer A Again seek Verbal approval from Customer B Works because: you are courteous and asking
favour In most cases you will be successful
Receiving Customers03/09/15 Gajanan Shirke-MIH , Author
Thank them for their visit
Ask them to visit again with Smile and nodding your head slightly
Help them You can also take feedback here
Interaction with Customers03/09/15 Gajanan Shirke-MIH , Author
Personal Hygiene
Brushing teeth, regular bath, and mouth free from odor, neatly trimmed nails
Hair must be short and trim and properly groomed
Beards sideburns and mustaches must be clean and neatly groomed
No fancy hair colors
Grooming03/09/15 Gajanan Shirke-MIH , Author
Dress Code
Hotel uniform is must Uniform should be Clean & ironed. Proper display of ID- Cards (if any) Clean service utentials every day. Shoe - clean and polished Simple belts Black shoes & socks
Grooming03/09/15 Gajanan Shirke-MIH , Author
Why Communication is important ?
To understand customer’s: Needs Wants Expectations
Communication03/09/15 Gajanan Shirke-MIH , Author
Communication
7% - Words 38% - Tone & Pitch 55% - Body Language
Communication03/09/15 Gajanan Shirke-MIH , Author
What is important in communication with the customer?
Non-Verbal Body language
Verbal Words, volume, pitch and tempo
Communication03/09/15 Gajanan Shirke-MIH , Author
Two ways we can understand Customers
Questioning
Listening
Communication03/09/15 Gajanan Shirke-MIH , Author
Questioning – Why should we ask Questions?
Inviting them to talk Get basic knowledge about the Customers Voice of Customer (pain / need areas) Gives direction to the conversation Builds Empathy in the Customers Establishes a base for building a relationship
Communication Back03/09/15 Gajanan Shirke-MIH , Author
Closed Ended Questions
Definitive - Can be answered with “yes” or “no” One word answers mostly Useful for checking your own or customer’s
understanding Enables you to control the conversation with the
Customer
Communication03/09/15 Gajanan Shirke-MIH , Author
Examples
E.g. Is this what you looking for? E.g. Do you need more clarification? E.g. Is this colour ok? E.g. What is your favourite Indian or Chinese ? E.g. How many members are there in your Family?
Communication03/09/15 Gajanan Shirke-MIH , Author
Open Ended Questions
These questions will help in: Get a Customer to talk about the good things in
their lives (talking about their yield/realization) Getting them "interested" in talking with you Allows the customer to find their own answer –
to choose the right product Builds a dialogue, in turn you can develop
rapport and relationship with them
Communication03/09/15 Gajanan Shirke-MIH , Author
Examples
E.g. “Tell me about the places you like” E.g. What kind of setup you like? E.g. Would you tell me more about your shirt? E.g. What kind of information are you looking about?
Communication03/09/15 Gajanan Shirke-MIH , Author
Listening-Why is it important to Listen to Customers?
to understand customer needs – advising them the right product
to demonstrate to customers that you understand them
to expect future needs customer satisfaction depends upon listening
actively
Communication03/09/15 Gajanan Shirke-MIH , Author
Active Listening Techniques
Pay attention. Show that you are listening Do Not Interrupt Provide feedback Answer rightly
Communication03/09/15 Gajanan Shirke-MIH , Author
Pay Attention
Give undivided attention Hands in front of the body Maintain Eye contact Tilted head
Communication03/09/15 Gajanan Shirke-MIH , Author
Show that you are listening
Nod (shake your head) occasionally Smile and use other facial expressions follow body language tips Encourage the Customer to continue with small
verbal comments like: Yes, I understand and …..
Communication03/09/15 Gajanan Shirke-MIH , Author
Do Not Interrupt
Allow the Customer to finish.
Don’t interrupt with counterarguments unless necessary.
Communication03/09/15 Gajanan Shirke-MIH , Author
Provide feedback
Reinforce what has been said by paraphrasing
Ask questions to clarify certain points
Summarize the Customer’s comments regularly to avoid misunderstanding
Communication03/09/15 Gajanan Shirke-MIH , Author
Answer rightly
Be frank, open, and honest in your response. State your opinions respectfully. Treat the other person as you would want to be
treated
Communication03/09/15 Gajanan Shirke-MIH , Author
Types of Customers
Teenagers / young adults Elderly
Handling different Customers03/09/15 Gajanan Shirke-MIH , Author
Teenagers / young adults - Characteristics Window dinners Small purchases Interest in fast food Frequent dinners – Weekly Accompanied with parents / relatives
Handling different Customers03/09/15 Gajanan Shirke-MIH , Author
Teenagers / young adults - Handling
New promotions / offers
Have information about product, price, quality, etc
Handling different Customers03/09/15 Gajanan Shirke-MIH , Author
Elderly Customers - Characteristics
Looking for attention Do not want to be rushed
Handling different Customers03/09/15 Gajanan Shirke-MIH , Author
Elderly Customers – Handling
Reaching and locating restaurant
Help them in food selection
Handling different Customers03/09/15 Gajanan Shirke-MIH , Author
Do you know your Job?
What are the areas of knowledge that you are supposed to have?
What are the products & services that we deliver?
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author
Common Customer Queries
Do you have….? How much is….? Where can I find…? What goes with…? Which starter is better? How long will it take? Do you provide home delivery?
Dealing with Queries03/09/15 Gajanan Shirke-MIH , Author
Steps in dealing with customer queries
1. Greet customer
2. Evaluate query
3. Answer query
Dealing with Queries
03/09/15 Gajanan Shirke-MIH , Author
Greet the customer
Make an eye contact with the customer Smile at the customer Acknowledge the customer
nod to ensure the customer is aware of you
Verbally greet the customer Namaste or Namaskar Use a warm and friendly voice
Dealing with Queries03/09/15 Gajanan Shirke-MIH , Author
Understand the query
Is it a simple query Decide whether you can answer the query, if
Yes, go ahead and help them Is query is something more complex
Dealing with Queries03/09/15 Gajanan Shirke-MIH , Author
Answer query
Stop what you are doing if you can & help them Give the customer your complete attention If the customer wants to know where an item is
located, escort the customer to the product, do not give direction how to reach that particular product or category
Dealing with Queries03/09/15 Gajanan Shirke-MIH , Author
When You Cannot Answer the Query
Inform the customer that you will get the assistance
Escort the customer to the person who can answer the query
Explain the customer’s query to the person providing the assistance
Dealing with Queries03/09/15 Gajanan Shirke-MIH , Author
Recap
Receiving a Customer - Greeting Customer Interaction – The Five Step Process Personal appearance How to Communicate with the customers
Verbal / Non-verbal Understanding Customers – Questioning &
Listening Handling Customers – Types of Customers
Dealing with queries
03/09/15 Gajanan Shirke-MIH , Author
Contents Engaging – The 4 Step Process Understanding the Customer Needs
Customer Needs Uncovering Customer Needs: Probing – Questioning Techniques
Open / Closed Ended Questions Customer buying process
The Sales Process Fulfilling Customer Needs
Product Knowledge Features, Advantages and Benefits Demonstration
Handling Objections Offer alternatives Add On / Up-Selling / Cross Selling Closing the Sales
Closing Techniques Exchange Policy Warranty / Guarantee Asking for Referrals
03/09/15 Gajanan Shirke-MIH , Author
Prerequisites of Initiating a Sale
4 Steps of Engaging
Alert and Attentive Acknowledge Approach Assist
Receiving Customers03/09/15 Gajanan Shirke-MIH , Author
Customers Needs
Understanding customer needs is not always a simple task, since the customer does not generally state what he/ she needs. It is the employees task to identify what exactly the customer desires
03/09/15 Gajanan Shirke-MIH , Author
Five types of needs
Stated needs Real needs Unstated needs Delight needs Secret needs
03/09/15 Gajanan Shirke-MIH , Author
Recognize the Need
Recognizes his need – to buy Fertilizers Responds to promotions/offers/discounts If something urgent – takes decision quickly
Recognize the
Need
Information Search
Remove Concerns
PurchaseDecision
Post Purchase
03/09/15 Gajanan Shirke-MIH , Author
Information Search
o Asks friends / visiting other hotels / Gathers broachers / leaflets / promotional material / free samples if any
o Most Customers value and respect personal advice (Word Of Mouth) more than any other medium
Recognize the
NeedInformation
SearchRemove Concerns
PurchaseDecision
Post Purchase
03/09/15Gajanan Shirke-MIH , Author
Purchase Decision
a purchase is made our customer walks away happy sometimes may not be happy
Recognize the
Need
Information Search
Remove Concerns
PurchaseDecision
Post Purchase
03/09/15 Gajanan Shirke-MIH , Author
The Steps of the Sales Process
1. Understanding Customer Needs
2. Fulfilling Customer Needs
3. Offer Alternatives
4. Handling Objections
5. Add On – Generating extra Sales
6. Close the Sale
03/09/15 Gajanan Shirke-MIH , Author
Step 1: Understanding Customer Needs
Asking questions Using “Tell Me” Providing Information
Types of Products Pricing Structure
03/09/15 Gajanan Shirke-MIH , Author
Step 2: Fulfilling Customer Needs
Product Knowledge Features, Advantages and Benefits Demonstration / Trial
Fulfilling Customer Needs03/09/15 Gajanan Shirke-MIH , Author
Why is Product Knowledge important?
Knowledge – provides clarity to Customers Helps in Overcoming Objections Strengthens your Communication Skills Boosts Enthusiasm & Confidence Knowledge means more sales
Fulfilling Customer Needs03/09/15 Gajanan Shirke-MIH , Author
How do you acquire Product Knowledge
Information on the Product Product presentation Training Sessions Practical use
Fulfilling Customer Needs03/09/15 Gajanan Shirke-MIH , Author
SELL
Show the product's features Explain its advantages Lead into the benefits for the Customer Let the Customer talk
Fulfilling Customer Needs
Opening Lines
FeaturesDemons-
tration
Let Customer
Try
03/09/15 Gajanan Shirke-MIH , Author
Why is it important to Delight Customers
Life time value of a Customer
03/09/15 Gajanan Shirke-MIH , Author
What is Life time value of a Customer?
It is the total revenue earned out of a customer and his/her referrals
03/09/15 Gajanan Shirke-MIH , Author
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
03/09/15 Gajanan Shirke-MIH , Author
How it works?
1. By Selling the Product to Mr. XYZ Initial Revenue
2. Monthly spent on outing Regular Revenue
3. By Selling the ----- to Mr. XYZ friends
Referrals
4. Monthly spent by Mr. XYZ friends
5. 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
03/09/15 Gajanan Shirke-MIH , Author
Steps of Delighting
Taking Feedback Follow-Up Issue Resolution Complaint Handling
03/09/15 Gajanan Shirke-MIH , Author
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 Feedback03/09/15 Gajanan Shirke-MIH , Author
1. Procrastination(the action of delaying or postponing something)
You will lose your job and career Other simple jobs like paperwork are also
important for everyone of us Filling cheklist Feedback collection
03/09/15 Gajanan Shirke-MIH , Author
2. Arrogance
You can have confidence but not arrogance To succeed we must serve both our customers
and company
3. Lack of interest
Employees are backbone of any Hotel – if you lose interest it will effect our Hotel and business
03/09/15 Gajanan Shirke-MIH , Author
4. Gossip
No office politics – we are all same at Hotel No gathering on the guest floor – use breaks to
discuss your personal problems never say something bad / wrong about someone to anyone
5. Inflexibility
Be flexible and open to new ideas Everyone’s contribution is important and follow if
someone gives you a better idea03/09/15 Gajanan Shirke-MIH , Author
6. Inappropriateness
Creating hostile workplace is completely unacceptable
Stay away from conflict
7. Lack of accountability
Take responsibility for what you doing You are answerable for your job
03/09/15 Gajanan Shirke-MIH , Author
1. Sell to Every Single Customer
You must sell to every Customer Learn from victories Analyze mistakes What did you do differently today to close the
sale
03/09/15 Gajanan Shirke-MIH , Author
2. Focus on the Floor
Imagine that you're the customer in other hotel Give undivided attention to the Customers Give Smiling service
03/09/15 Gajanan Shirke-MIH , Author
3. Listen to Your Customers
Pay attention Show that you are Listening Provide feedback Do not interrupt Answer rightly
03/09/15 Gajanan Shirke-MIH , Author
4. Look professional
well-groomed and dressed appropriately friendly and welcoming disposition follow all those grooming standards are
prescribed by the Company
5. You Must Ask Questions
Ask right questions – open and closed ended Use right words to present your product
03/09/15 Gajanan Shirke-MIH , Author
6. Features Must be Linked to Benefits
Features don’t sell, Benefits DO Personalize the benefits to your Customer’s
Stated and Unstated needs
03/09/15 Gajanan Shirke-MIH , Author
7. Product Knowledge is Key
Strengthens the Communication skills Boosts Enthusiasm Builds confidence Helps in overcoming objections
8. Aim to be Unique
Find something that is Unique of Hotel and yourself
Do something differently than your competitors
03/09/15 Gajanan Shirke-MIH , Author
9. Know why Customer is leaving the Hotel without making a Booking
employees should be able to engage and establish enough of relationship with Customer to know whey he is leaving without buying something
Remember, we can’t say he was just taking rates
03/09/15 Gajanan Shirke-MIH , Author
10. Selling with Enthusiasm
Why it is important in Selling?
Enthusiasm can give you the energy to take action
enthusiasm keeps you going especially when the going gets tough
motivates everyone around you–your sales team, your hotel, your customers
03/09/15 Gajanan Shirke-MIH , Author
Techniques to keep up your Enthusiasm at peak levels
This is Your Job Set Your Own Personal Targets Try new things Use your weekly offs productively Share the power
03/09/15 Gajanan Shirke-MIH , Author
Server Bad Employee Professional
They say, "How may I help you?"
When you don't bother to listen to the answer.
when you naturally engage the customer in a friendly
way – 3 Ps (personable, personal and purpose)
When you say, "Will that be all?"
When you ignore the customer when he is making a sale.
When you Congratulate your Customer on their purchase
when you are unable to answer a customer's question about
a product
when you make up answers to questions.
when you either know the answer or do your best to
find it
when you don't think to eat a mint (mouth freshener) after eating onions, spicy food or
smoking a cigarette
when you smoke on the way your customer walks by to enter the store
when you correct your colleagues who are making these mistakes at store
03/09/15 Gajanan Shirke-MIH , Author
when you fail to contribute new ideas about how the store can improved
when you say that contributing to the success of the store isn't your job
when you contribute ideas whether you've been asked or not
when you don't care for your job but have no plans to leave
when you tell everyone you don't like your job but never leave
when you like your job and meeting your targets regularly
when you hate to sell when you tell people you're a salesperson but all you do is
clerk a sale
when you're proud to sell because what you do has a
positive impact on customer's lives
You are standing like a statue in the category
You are everywhere except in you department
You are always with the Customers
03/09/15 Gajanan Shirke-MIH , Author
Customers remember you when they come next time
They don’t remember you at all
They ask for you when they visit the store next time
You follow Customer service
You don’t bother about your Customers
You are extremely focused on providing a great experience to your customers
You repeat the process again and again
You do what you feel like that time
You go beyond every single customer
03/09/15 Gajanan Shirke-MIH , Author