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Question
Style Warehouse is a major retailer of men's business clothing. Despite the increasing size of the services sector, management of retail personnel is often poor and turnover is high. Further, training is non – existent and the industry is increasingly competitive. Style Warehouse wishes to establish itself as a quality clothier with a high growth and earnings rate, as well as growth in its stock value. If you were the training manager of Style Warehouse:

(a)What kinds of training programmes would you organize for the employees of the organization?
(b)What approach would you follow for evaluating the effectiveness of training?

Answer
HERE  IS  SOME  SOME  USEFUL MATERIAL.
SOME  MORE  MATERIAL  HELD  BACK  DUE TO  SPACE CONSTRAINT.
PLEASE  FORWARD  YOUR EMAIL  ID   TO  MY  EMAIL  ID   
leolingham@gmail.com.
I  will send  the balance  asap.
Regards
LEO  LINGHAM   
==========================================




(a)   What kinds of training programmes would you organize for the employees of the    organization?
FOR  THE  RETAIL   SALES  STAFF.
WORKSHOP CONTENTS
Step 1: The Approach and Greeting
•   First impressions and personal appearance
•   Having a friendly and cheerful disposition
•   Acknowledging customers you cannot assist immediately
•   Approaching Customers:
- The Decided Customer
- The Undecided Customer
- The Browsing Customer
•   Using  different  types of Greetings
Step 2: The Qualification
•   Questioning/Probing to discover the customer's real needs and wants
  Step 3: The Demonstration
•   Establishing Trust
•   Establishing Value
•   Creating Excitement and Desire
•   Demonstrating merchandise FEATURES and BENEFITS
•   Involving the customer
•   Offering alternatives
•   The use of technical terms
Step 4: Handling Objections
•   Handling different  types of objections
•   Identifying the customer's true objection
•   Anticipating objections
Step 5: Closing the Sale
•   Recognising buying signals
•   Using different  types of  closing techniques
•   Generating additional sales:
- Add-on selling
- Up-selling
- Cross-selling
    -Add-on selling
    -suggestion  selling
    -value  selling
    -Optimized selling

•   Reassuring and farewelling the customer

====================================================
YOU  CAN  ALSO   ADD  TO  THIS  MODULE

THE  CORE  SKILLS  INCLUDE
-TAKING  INITIATIVE
-TAKING  RESPONSIBILITY  FOR  ONE'S  OWN   ACTION.
-PROBLEM SOLVING
-APPLYING  THEORETICAL KNOWLEDGE  IN  PRACTICAL  CONTEXTS.
-BEING  NUMERATE  AND  LITERATE
-HAVING  INFORMATION  AND  COMMUNICATION  TECHNOLOGY  SKILLS.
-SOURCING  AND  ORGANIZING  INFORMATION   EFFECTIVELY
-LISTENING  EFFECTIVELY
-COMMUNICATING  ORALLY  AND  IN  WRITING
-WORKING EFFECTIVELY IN  GROUP  SITUATIONS.
-UNDERSTANDING  HEALTH AND  SAFETY  ISSUES
-REFLECTING  ON  AND  EVALUATING  QUALITY  OF  OWN  LEARNING  AND  ACHIEVEMENT.
=========================================
ASSESSMENT   OF  THE  SALES  TRAINEES.

1.PERSONAL   SELLING  TECHNIQUES.
1.1-DISTINGUISH   BETWEEN  THE  THREE SELLING  SITUATIONS
*SELF-SERVICE
*SELF  SELECTION
*FULL  PERSONAL  SERVICE

1.2 -INDENTIFY  THE  FEATURES  OF  FULL PERSONAL   SERVICE
1.3-GREET  CUSTOMERS IN AN  APPROPRIATE  MANNER
1.4-RECOGNISE  CIRCUMSTANCES  WHERE   CUSTOMERS  SHOULD  BE
ALLOWED  TO  BROWSE.
1.5- USE  ACTIVE  LISTENING  SKILLS TO IDENTIFY  SPECIFIC  CUSTOMER  NEEDS.
1.6-IDENTIFY  VARIOUS  MEANS  OF  OPENING  A  SALE.
1.7-SELECT THE  APPROPRIATE  METHOD  OF  OPENING A  SALE  BASED  ON  ACTIVE
LISTENING  TO  THE  CONSUMER.
1.8- DEMONSTRATE  THOROUGH  PRODUCT KNOWLEDGE   WHEN  SELLING
*BENEFITS  IN  USE.
*FUNCTIONS
*MATERIALS
*ORIGINS
*FEATURES
1.9 -DEMONSTRATE  THE  FEATURES OF  A  PRODUCT
1.10 -EMPHASISE  THE  FUNCTIONS/FEATURES/BENEFITS  OF  A  PRODUCT
APPROPRIATE  TO  THE  NEEDS  OF  A  PARTICULAR  CONSUMER.
1.11 - CONSTRUCT  AN  OFFER FOR   A  PRODUCT
1.12- IDENTIFY  VARIOUS   CATEGORIES  OF  OBJECTIONS  [ i.e execuses ]
1.13- INENTIFY  APPROPRIATE  COUNTERACTION TO  VARIOUS TYPES  OF  OBJECTIONS.
1.14 - OVERCOME  OBJECTIONS  WHEN  DOING  WITH  PERSONAL SALES
1.15 - INDENTIFY  CIRCUMSTANCES   WHEN  COMPLEMENTARY  SALES  ARE  APPROPRIATE
1.16 -IDENTIFY  OPPORTUNITIES  FOR  TRADING  UP
1.17- PRESENT  OPTIONS  TO  CUSTOMERS FOR  TRADING  UP
1.18- RECOGNISE   BUYING  SIGNALS  AND  THE  APPROPRIATE  MOMENT
TO CLOSE  THE  SALE.
1.19- EXPLAIN  THE  VARIOUS TECHNIQUES OF  CLOSING  A  SALE.
1.20 - SELECT  AND  UTILISE  THE  APPROPRIATE  TECHNIQUES FOR  CLOSING
A  SALE  IN   A  GIVEN  SITUATION.
=============================================
2.CUSTOMER  RELATIONS

2.1-MAINTAIN   COURTESY  THROUGHOUT  ALL  STAGES  OF  THE  SALE.
2.2-EXPLAIN  THE  MEANS  OF  BUILDING CUSTOMER  LOYALTY
2.3- EXPLAIN   THE  ETHICS  OF SELLING
2.4-DEAL  WITH  THE  CUSTOMER  IN AN  ETHICAL  MANNER
2.5- OUTLINE  THE  LEGAL RESPONSIBLITIES  OF  A  RETAILER  TOWARDS
HIS  CUSTOMERS  UNDER  THE  CURRENT  LEGISLATION
2.6-EXPLAIN   THE  OBLIGATION  OF   THE  SALESPERSON TO  HIS/HER  EMPLOYER.
2.7-DEAL  EFFECTIVELY  WITH  THE  CUSTOMER  COMPLAINTS  IN   ACCORDANCE
WITH  THE  COMPANY  POLICY.
2.8- IMPLEMENTING  THE  RANGE  OF  CUSTOMER  SERVICES
     *GOOD  RETURNS  POLICY
     *DELIVERY
     *CASH  AND  CARRY
     *AFTER  SALES  SERVICE
2.9- IDENTIFY  THE  CUSTOMER  SERVICE  PROVIDED  BY  THE  RETAILER
OVER  AND  ABOVE  THE  LEGAL  OBLIGATION.
2.10 - EXPLAIN  HOW  TO  DEAL WITH  EMERGENCY  PROCEDURES IN  
A  RETAIL  OUTLET.
======================================
3. HANDLING  PAYMENTS.

3.1-USE  A  CASH   REGISTER COMPETENTLY  [ INCLUDING  THE  USE  OF BARCODES]
3.2-USE  THE  CORRECT  PROCEDURES  WHEN  HANDLING  CASH  TRANSACTIONS.
3.3-DEAL  WITH  THE  FOLLOWING  PROCEDURES WHEN  HANDLING CASH
*REFUNDS
*VOIDS
*VOUCHERS
*FLOATS
*CREDIT  NOTES
3.4-FOLLOW  THE  CORRECT  PROCEDURES  FOR  VALIDATING CHEQUES.
3.5-USE  THE CORRECT  PROCEDURES  FOR  CREDIT   CARD  TRANSATIONS
3.6-DEMONSTRATE  SECURE  PROCEDURES  WHEN  HANDLING PAYMENTS.
=========================================
THE  ASSESSMENT  IS  CARRIED  OUT  ON  TWO   ASPECTS.

1.SKILL  DEMONSTRATION.

THE  CANDIDATES  WILL  BE  OBSERVED  CARRYING  OUT   AT LEAST
6  PRACTICAL  SKILLS :
3 FROM  THE   ''PERSONAL   SELLING  TECHNIQUES''.
2 FROM  THE   ''CUSTOMER  RELATIONS  SKILLS''
1 FROM   THE  ''HANDLING  PAYMENTS''.
EACH  SKILL  CARRIES   10 MARKS [MAXIMUM]
=============================================
2.ASSIGNMENTS. [ A  AND   B]

ASSIGNMENT  A.
THE  BRIEF  FOR  THE  FIRST  ASSIGNMENT  WILL  REQUIRE  THE  
CANDIDATES  TO  INVESTIGATE  PERSONAL   SELLING  TECHNIQUES
IN  THE  CONTEXT  OF  RETAIL  ORGANISATION.
THE  EVIDENCE  WILL  INCLUDE  REFERENCE  TO  THE  FOLLOWING:
1.THE  SELLING  CONTEXT.
2.FEATURES  OF  PERSONAL   SERVICE
3.TECHNIQUES  FOR  OPENING  A  SALE.
4.COMPLEMENTARY  SALES
5.TECHNIQUES  FOR  CLOSING A  SALE.

ASSIGNMENT  B.
THE  BRIEF  FOR   THE  SECOND  ASSIGNMENT  WILL  REQUIRE
CANDIDATES  TO  INVESTIGATE  CUSTOMER RELATIONS  IN  
THE  CONTEXT  OF  RETAIL  ORGANIZATION.
THE  EVIDENCE  WILL  INCLUDE  REFERENCE  TO  A  RANGE
OF THE  FOLLOWING:
1.CUSTOMER  SERVICE  POLICY.
2.LEGAL  RESPONSIBILITIES.
3.DELIVERY  POLICY.
4.RETURNS  POLICY
5.AFTER  SALES  SERVICE
6.HANDLING  PAYMENTS
7.CUSTOMER   COMPLAINT  PROCEDURES.

THE   ASSIGNMENT  COULD  BE  PRESENTED  IN   A  VARIETY
OF  WAYS --written/ audio/visual  etc.
==================================================
ASSESSMENT  CRITERIA

SKILLS  DEMONSTRATION
*understanding of  process  clearly demonstrated in  each  task.
*each  task  planned,organized and  executed effectively  and  efficiently

3 FROM  THE   ''PERSONAL   SELLING  TECHNIQUES''.---------3x10 =30 marks
2 FROM  THE   ''CUSTOMER  RELATIONS  SKILLS''--------------2x10=20 marks
1 FROM   THE  ''HANDLING  PAYMENTS''.---------------------------1x10=10 marks
EACH  SKILL  CARRIES   10 MARKS [MAXIMUM]
SUB --TOTAL  -----------------------------------SKILLS  DEMONSTRATION----60 MARKS.
===============================================
ASSIGNMENT   A
*relevant  information  appropriately  presented.......................................5  marks
*comprehensive  evaluation of  the  personal selling techniques
used in  retail organisations  completed...................................................10 marks
*appropriate  conclusion drawn / or  recommendation made.....................5  marks
TOTAL..................................................................................................20 MARKS

ASSIGNMENT   B
*relevant  information  appropriately  presented.......................................5  marks
*comprehensive  evaluation of  the  personal selling techniques
used in  retail organisations  completed...................................................10 marks
*appropriate  conclusion drawn / or  recommendation made.....................5  marks
TOTAL..................................................................................................20 MARKS
SUB --TOTAL  -----------------------------------ASSIGNMENT ....................40  MARKS.
=============================================================
TOTAL  MARKS......................................................................................100 MARKS
==========================================================


##################################################################

OTHER     RESOURCES

what are the charecteristics of a Retail Customer and what  are the factors that affect his decision making process.

1.CHARACTERISTICS

All  RETAIL  customers have four essential characteristics:
1.They have a particular need.
People have all kinds of needs including basic survival needs (eg., food, shelter, health), rational needs (eg., dependability, durability, economy), and emotional needs (eg., love, sex appeal, status, security, acceptance, and power).
2.They have enough money to buy what you are selling.
Keep in mind that just because someone wants to own something you are selling does not mean they have enough money to buy it.
3.They have decision making power.
The key here is to spend your time wisely. Find the person who has the actual authority to make the choice of buying your product or service.
4.They need to have easy access to your product or service.
Accessibility is important. For example, if you wish to sell baked goods to people in your neighborhood, you must either take your goods directly to your customers or have a small shop where they can come to you.

5. Are Customer Oriented  
6. Are  Service Oriented
7.Seek  Quality of  Merchandise
8. Seek  Choice of  Merchandise
9.Are  under  Time Pressure
10. Are Relationship  Proneness
11.Are Price Consciousness
12. Have Perceived Value
-----------------------------------------------------
2.FACTORS   AFFECTING   BUYING  DECISION

*Shop at the local small stores-regular   products
*Shop at non-local stores  - irregular  products
*Shop online


**Store Environments

*Store cleanliness
*User friendly location of merchandise
*Public restrooms close to store
*Wide shopping aisles
*Attractive product  displays
*Parking within two blocks of store
*Parking directly in front or behind store

*The local store's support for local community
events
*The local store's financial or technical assistance to
community organizations or schools
*The local small store's position on local
government issues


*Satisfaction guaranteed concerning product returns
*Effective handling of customer complaints
*Knowledgeable sales associates
*Speedy check out procedures
*Extended hours of operation
*Taking special orders


*In-store signage
*Informative
*promotional events



**Products in stock
*High quality merchandise
*Large selection of merchandise
*Unique selection of merchandise
*Low prices

============================================
#######################################################
  ======================================================
  SUGGESTION  SELLING / CROSS SELLING
  
  As a good salesperson, you must learn to suggest additional
  merchandise to the customer and in an appropriate situation,
  encourage them to buy better quality merchandise.
  
  WHAT IS SUGGESTION selling?
     
  Suggestion selling is the selling
  technique through which you will give
  the customer a buying idea that leads
  to the purchase of additional items.
  
  It is commonly identified with
  selling additional merchandise
  to the customer.
  
  It is usually related, very
  closely, to an idea expressed by
  the customer.
  
  Suggestion selling increases
  sales.
  
  The customer benefits from the
  suggestion selling.
  
  
  TYPES OF SUGGESTION   selling   
  
  There are various types of
  selling that you can use; each one
  designed to sell additional
  merchandise. You have to choose the
  kind of suggestion that is applicable
  to the sales situation.
  RELATED MERCHANDISE      
  Items that can be used with the
  article the customer has just bought
  are called Related Merchandise.
  
  original Item//Suggested Item
  Shirt//Tie
  Dress//Belt/scarf
  Paint//Brush
  Shoes//Shoe Polish
  
  
  LARGER QUANTITIES      
  
  Suggestion of a larger quantity of
  some items, can benefit the customers
    by way of economy and convenience.
  
  
  NEW STOCK   
  
  Most customers appreciate it when you
  tell them that new stocks have been
  received by the store eg, Manchester.
  
  
  NEW PRODUCTS
  
  Customers are always interested in
  hearing about the arrival of new
  products eg, new summer dresses.
  
  
  SPECIALs
  
  As a good salesperson, you must
  always suggest to the customers any
  “special" sales.
  
  
  SPECIAL OCCASION   
  
  As an alert salesperson, you should
  make appropriate suggestions for
  gifts for special occasions and when
  possible remind the customers of
  coming events eg Christmas Day,
  Valentine's Day, Easter.
     
  WHEN TO USE SUGGESTION   selling   
  
  Satisfy the customer's original
  before you suggest additional
  items.
  
  Usually, the best time to
  suggest additional items is just
  before the purchase is wrapped
  and paid for, while the customer
  is still in a buying mood.
  
  HOW TO HANDLE   SUGGESTION SELLING          
  
  
  To avoid any resentment on the
  Part of the customers, follow
  these three rules:
        
  Explain the reason for the
  suggestion before making
  the suggestion itself.
        
  Suggest a specific item, to
  fit in with your customer's
  buying situation.
        
  Show and demonstrate the
  item. Often the
  merchandise will speak for
  itself.
  
  #################################################
  
Training procedure
Introduction
Incorporating product training in the training program would help the sales personnel to meet the customers’ need and reach their full potential. Andragogy is one theory of adult learning that attempts to explain why adults learn differently than other types of learners. Andragogy makes the following assumptions
•   Adults need to know why they need to learn something
•   Adults need to learn experientially
•   Adults approach learning as problem solving
•   Adults learn best when the topic is of immediate value
Adult learners usually approach learning differently than young learners, they
•   Are more self guided in their learning;
•   Bring more and expect to bring more, to a learning situation because of their wider experience
•   Require learning “to make sense”- will not perform an activity just because the instructor said to do it
Also different people learn differently, there are three learning styles:
Visual learners: They process new information best when it is visually illustrated or demonstrated using:
•   Graphics, illustrations
•   Images
•   Demonstrations
Auditory learners: They process new information best when it is spoken, as in:
•   Lectures
•   Discussions

Kinaesthetic learners: They process new information best when it can be touched or manipulated, such as:
•   Written assignments, taking notes
•   Examination of objects
•   Participation in activities

The first key to making training effective is to use a variety of techniques to introduce the learners to the material and to apply their new found knowledge so that it sticks with them. The objective of training is not to teach product knowledge but how to use product knowledge to sell. People are more engaged when training is fun and interactive. Humans are social beings so the social aspect should be included in the class room.
Making the training program fun and interactive will not just provide a more enjoyable experience for the participants, but will lead to greater learning. Learning is achieved best by being active. According to adult learning principles, they learn by processing information, linking it to previously held knowledge and by applying the new knowledge. So designing the training to include fun activities and social interaction will lead to a more successful and educational program.
Therefore, keeping all these factors in mind it is necessary to develop a training process that addresses each of the learning styles and helps to ensure that the training reaches all of the individuals.
Trainees
Product knowledge needs to be imparted to the existing sales staff as well as the new recruits who will be selected on the opening of new stores.
For existing stores: Team heads of each department will be sent for the training who in turn will provide on the job training to their subordinates. In case of existing stores it is not feasible to provide training to all the sales staff as it would cause a hindrance in their working schedule.
New recruits: All the candidates who will be selected by the management to work on the floor as sales staff would be required to undergo the training. The module on product knowledge will be incorporated within the two week induction training currently being given to the staff.
Duration: 3 days
Course content:
The training would consist of two sections of the manuals
Basic guide- It would give all the basic knowledge about the various categories of apparel, different types of fabrics, weaves and styles.
Selling guide- It consists of all the steps required to make a successful sale and would let the participants know the importance of translating the product features into benefits. It consists of all the products present in the store along with their price points and their features and benefits.
Process
The training on product knowledge will be divided in to a three day session. It would include a presentation of the manuals as well as interactive activities for an effective learning session.


Day 1:
Before the start of any ne module it is necessary to describe the goals and objectives of the training and how the participants would benefit from this training.
The module would begin with an interactive game to make the candidates realise the need of product knowledge.
Activity 1:
What’s in my bag?
Duration:
45 minutes
Objective:
To let the participants realise the need of product knowledge
Instructions
All the participants will be divided into a group of two or three. Each group would be given a product inside a bag. All the groups will be given fifteen minutes to write some points about their product which would help the other groups to identify their product.
After fifteen minutes each group will say one point about their product and the process will continue till one of the products name is guessed correctly.
As this activity is conducted before the training, it would become difficult for the participants to guess the products and hence they would realise the need to have correct product knowledge.
After this activity the participants would be given a presentation of the first section of the manual i.e. the basics guide which would help them gain a brief knowledge about all the products being sold in the store.
The day would end with a small quiz based on the “basics guide” to help them retain the contents of the training.
Day 2:
At the start of the 2nd day, Activity 1 would be repeated and the participants would realise an improvement in their performance. This would give them a boost and would encourage them to learn more.
The participants would be given a brief about the importance of knowing how to sell a product and how it is the benefits of a product that matter to a customer and not just the features.
They would be given a presentation of the second section of the manual i.e. the selling guide and the men’s and women’s section would be completed.
At the end of the day the participants would be quizzed on the day’s course content.
Day 3:
After the second day’s course content the participants will have some clear image about the various products that they would be selling on the job. Also they would be equipped with certain techniques that could be used to sell the products based on their features and benefits.
The third day would be the last day of training and would consist more of activities to help the participants retain the knowledge and to help them apply this knowledge on the job.
The day would start with an activity called the features and benefits game.
Activity 2:
Features & Benefits Game
Duration:
Flexible
Objective:
To encourage participants to focus on the customer, not the technical features of what they are selling.
Instructions
Ask a member of the group to act as the customer and give a very brief outline of their requirements for a product they wish to purchase. e.g. "I would like to buy a shirt for office wear. I would want something which is durable and light".
The rest of the delegates then have to sell that item focusing on the customer’s needs.
The rules are: The first person gives a feature like “this shirt has wrinkle resistance” and then passes it onto the next participant who has to provide a benefit "which means that, you don’t need to iron it every time u wear it”
It then gets passed to the third delegate who provides another feature, and the fourth then provides the corresponding benefit - matching the customer’s needs, and so on.
You then swap and have a different customer and/or product.

After this activity, the participants are likely to get energized. The presentation of the “selling guide” would proceed covering the kids and infants section.
The training module would be wrapped up by a fun activity to help them apply all that they have learnt in this session.

Activity 3:
Sell This!
Duration:
Flexible
Objective:
To encourage creative thinking, accepting peers’ ideas, and help them effectively sell products.
Instructions:
Brainstorm a list of product names and give one name to each small group. Give 15 minutes to each group to come up with the following:
•   What the product is/does
•   A celebrity spokesperson for that product
•   Acting out a commercial for that product


FOR  THE  STORE  MANAGERS

The curriculum on retail management include subjects ---
-supply chain management,
-RETAIL marketing information,
-RETAIL finance management,
-accounting in retail,
-electronic retailing
-merchandise management,
-marketing and business communication.
-sales promotion with public relation,
-RETAIL inventory management,
-customer relationship,
-business ethics,
-retail brand management,
-business communication,
-management and organizational behavior,
- quantitative methods in retailing.

RETAIL management training program will:
•   Provide a consistent system for training store and district managers
•   Develop the skills of managers to motivate, train and coach salespeople whether their sales should drop, go up or level off
•   Make it easy to objectively evaluate and hold each individual, store, and district accountable for their performance
•   Create a pool of potential new managers, trained in advance, so that a lack of managers is never an obstacle to expansion
•   Instill the discipline necessary to uphold company standards
•   Give managers at every level an action plan to reduce fire-fighting and focus on posting sales increases
   @@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
  
  




(b)   What approach would you follow for evaluating the effectiveness of training?
Level 3 Evaluation - Transfer
Evaluations at this level attempt to answer the question of whether the
training has been transferred back to the job. This evaluation is typically
performed three to six months after training. The evaluator would ask
questions such as "Are the newly acquired knowledge, skills or attitude being
used in the environment of the learner"? This evaluation represents the
truest assessment of a program's effectiveness but is costly. It is often
impossible to predict when changes in behavior will occur. Careful planning
decisions are needed for this level of evaluation in terms of when to
evaluate, how to evaluate and how often to evaluate.


Evaluation questions  for   the  SUPERVISOR / MANAGER
• Did the trainees put their learning into effect when back on the job?
• Were the relevant skills and knowledge used
• Was there noticeable and measurable change in the activity and
performance of the trainees when back in their roles?
• Was the change in behavior and new level of knowledge sustained?
• Would the trainee be able to transfer their learning to another person?
• Is the trainee aware of their change in behavior, knowledge, skill
level?
• Did the representative open each telephone customer dialog using his
or her name and department?
• Was the representative able to describe to you and categorize the
customer's objections as either misinformation or valid?
• Did the representative use the appropriate model answer in response
to each objection?
======================================
========================== ==========================
QUESTIONNAIRE   FOR   THE  SUPERVISOR /   MANAGER
TO  CONDUCT  THE  LEVEL   3    POST  TRAINING   REVIEW.

FOR  EACH  OBSERVATION,  RATE  THE  OBSERVATION

10 =outstanding  performance  of  knowledge/ skills.
 8  = very  good  performance  of  knowledge /  skills.
 6 = good  performance  of  knowledge  /  skills.
 4= average  performance of knowledge / skills.
 below 4 = poor  performance  of  knowledge  /  skills.
[ for  scores  of  6,  4 , & below,   list  the  areas  that  needs improvement]
============================================
HOW  DID   THE  EMPLOYEE   PERFORM  IN  THE  FOLLOWING:


1.did  he/she   distinguish   between the three selling situations (i.e. self-service,
self selection and full personal service)

2.did  he/she  identify   the features of full personal service.

3.did  he/she    greet the   customers in an appropriate manner.

4.did  he/she   recognise  circumstances where customers should be
allowed to browse.

5. did  he/she use the  active listening skills to identify specific customer needs

6.did  he/she   identify  the   various means of opening a sale.

7. did  he/she     select   the appropriate method of opening a sale based on active
listening to the consumer.

8. did  he/she     demonstrate  the  thorough product knowledge when selling i.e.
•benefits in use
•functions
•materials
•origins
•features

9. did  he/she  demonstrate   the features of a product.

10.did  he/she    emphasis   the functions/features/benefits of a product
appropriate to the needs of a particular consumer (through
information gained by active listening)

11.did  he/she     identify  the  various categories of objections (e.g. excuses)
identify appropriate counteraction to various types of objections

12. did  he/she     overcome  the  objections when dealing with personal sales

13.did  he/she    identify  circumstances where complementary sales are
appropriate

14.did  he/she    present options to customers for trading up

15.did  he/she    recognise buying signals and the appropriate moment to close a
sale

16.did  he/she    select and utilise the appropriate technique for closing a sale in
a given situation.


17.did  he/she    maintain courtesy throughout all stages of the sale

18. did  he/she   deal with customers in an ethical manner

19.did  he/she    implement the range of customer services e.g.
•returns policy
•delivery
•cash and carry
•after sales service


20.did  he/she    use a cash register competently (including use of Bar Codes)
-use the correct procedures when handling cash transactions
-deal with the following procedures when handling cash:
•refunds
•voids
•vouchers
•floats
•credit notes
*follow the correct procedures for validating cheques
*use the correct procedures for credit card transactions
*demonstrate secure procedures when handling payments.

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Management Consulting

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Leo Lingham

Expertise

management consulting process, management consulting career, management development, human resource planning and development, strategic planning in human resources, marketing, careers in management, product management etc

Experience

18 years working managerial experience covering business planning, strategic planning, corporate planning, management service, organization development, marketing, sales management etc

PLUS

24 years in management consulting which includes business planning, strategic planning, marketing , product management,
human resource management, management training, business coaching,
counseling etc

Organizations
PRINCIPAL -- BESTBUSICON Pty Ltd

Education/Credentials
MASTERS IN SCIENCE

MASTERS IN BUSINESS ADMINSTRATION

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