G.U.E.S.T
• GREETING
• Acknowledge the customer as soon as they enter
• Smile, enthusiasm and friendliness
• Time appropriate greeting
• Title
• Welcome
• Introduction and opening statement
• UNDERSTANDING
• Asking open ended questions
• Gaining clarity
• Understanding the type of customer [Customer profiling]
• EXPLAINING THE PRODUCT
• Matching the product to the customer’s requirements
• Talk points of the product • Suggesting alternatives
• Talking about offers, discounts or promotions
• SELLING
• Suggestive selling
• Up selling
• Cross selling
• Closing the sale
• THANKING
• Capturing customer data
• Smooth and pleasant transition from the POS to Exit
• Thanking the customer
• Endorsing the brand
• ―We look forward to seeing you again. Have a great day Sir
/ Mam
• It is key to understand the nature of the customer and
respond appropriately quickly
• This takes plenty of practice and role plays help hone
your tools
• It takes a special person to be a part of the service
industry
• Remember you are instrumental in giving a great experience
to the customer. You are important.
• All of the above are tried tested and well researched
guidelines from experts
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