Point of sale(POS)

inventory system
Quickly finalise order
faster checkout processing

Review tips on Logging into the programme

Sales representatives should troubleshooting the hardware on store opening
understand the working of including receipt printers and
the POS network connections

All hardware and accessories Keep the software up to date

Keeping track of inventory and customer management
should be connected properly
and giving regular updates. through the data collected
and ready to go.
 RFID use
Making sure all the
inventory in the store has
the security tag.

To make sure all the

To help customers locate Training representatives to
inventory is accounted for in
and find any merchandise. understand and use RFID
the store.

To ensure the placing of the

To replace and maintain the To ensure at the time of tag is such that its pointy
faulty security tags from billing the security tag is edges do not cause any
time to time. removed. hazards.
 Customer loyalty programme
Training
Easy to
sales
understand
assistants to
and join
encourage
programme
customers Strategic
placement of
stickers and
information
across the store

Incentivise Representative
sales should be well
representative versed with
on the basis of the entire
customer programme
involvement
 Making calls

Do’s Don’ts
• Always start a call with • Starting a call with
positive attitude. negative attitude.
• Say “no comments” to not • Speaking ill of competitor.
provoke gossip. • Saying things that make
• Give sensible and good you sound fake and
labels to customers. inauthentic.
• Set the agenda and stay in • Being poorly informed or
control. uninformed about the
• Describe the product in product attributes.
such a manner so as to
cover all the aspects.
 Writing mails

Do’s Don’ts
• Use greetings and • Writing informally
salutations where without any greetings.
necessary. • Making the mail
• Keeping the note formal unnecessarily long
and brief. without correct
• Follow the policy (if information.
any) by the company. • Sending mail without
• Clarity. Emails should proofreading and
be succinct. rechecking.
• Using attachments
effectively.
 Be polite while communicating with customer. Encourage them
to be honest with you.
If any problem analyse it and work out a solution.
for e.g. Setting up monthly payment plan, or if work
unsatisfactory redoing it, or receiving partial payment, etc.

    What to do when customer is overdue on payment?

Send an advance reminder.

Send a standardised mail the day after the
payment is due.
Follow up phone call next day.
 Each and every return should be taken care of in swift and
professional way.
The staff should in some cases verbally communicate the return
policy.

   What to do when customer wants a refund?

Ensure that there is a clear and fair refund policy

which the customer was aware of at the time if buying.
To understand why the customer wants the refund in
the first place.
Set the tone for the conversation stick to the
reason for their visit in the store. It will
remind them that they are not in the store to
just talk.
Ask direct and closed- ended questions
which can be answered with short
responses.
Paraphrase back to what they are saying so
that the customer feels you are attentive and
understood them.
Gently interrupt if they are going on and on
about the same thing, paraphrase the problem,
and describe the solution to their issue.

   How to deal with an overly talkative customer?

 Pay attention to what they are
Get the customer in private to
saying even if it might be
avoid making a scene.
frustrating.
To successfully diffuse the
Gently interrupt if they are
situation let the customer get
going on and on about the
the issue off their chest.
same thing, paraphrase the
Don’t interrupt even if you
problem, and describe the
understand the problem
solution to their issue.
halfway through the rant let
If you don’t get riled up it’s a
them say everything before
good chance they will cool off
you say anything.
too.

    How to deal with a very angry customer?

Generally this means that
the customer is not happy
with some product or
service.
The wise choice at this
time is to say “no
problem” and get the
manager.
What to do when the customer asks to speak to the manager?
Watch your attitude and tone during this
time.
Try to find the cause of the problem and
apologise if necessary.
Try to be an
emphatic listener if
they talk long
enough they might
calm down on their
own.
First and foremost make If the customer is wrong
sure that the customer is ensure that you are still
actually wrong. polite use phrases like “no
Ensure it is not just a offence”
misunderstanding. Get “don’t take this the wrong
clarity before confronting way”.
the customer. Focus on facts.

To make sure the

conversation ends with
an outcome suggest
alternative ways to
achieve what the client
wants.

    How to let customers know its their mistake?