2. Retail Certificate III 22 March 2010 Lesson 7 Retail 2010 - John McDonald

3.  Review previous lesson Retail 2010 - John McDonald

4.  Review previous lesson  Presentations ◦ Store policies and procedures  Next learning activity  Classroom assessment – what I have learnt?  How to use my Wiki Retail 2010 - John McDonald

5.  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.

6.  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 Retail 2010 - John McDonald

7.  Review your assessment  Refer to MyClass Wiki:  http://buildcustomerrelationships.wikispaces.com/ http://buildcustomerrelationships.wikispaces.com/  Explore this site. You will need to: 1. Read the front page 2. Look at your assessment 3. Review the latest PowerPoint presentation 4. Open the ‘word document’ and scan the learning material 5. Summerise what listening skills are from these notes Retail 2010 - John McDonald

8.  Describe how you can promote your business effectively  What sorts of information can you collect on customers?  Name some important retail policies and procedures. Retail 2010 - John McDonald

9.  What types of difficult customers are there?  aggressive  assertive  passive  fussy  demanding  rude  exasperated  arrogant. Retail 2010 - John McDonald

10.  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. Retail 2010 - John McDonald

11.  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. Retail 2010 - John McDonald

12.  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? Retail 2010 - John McDonald