KPIs and Dealing with Difficult customers

What do you understand by the term conversion?

• Amount of customers turned into buying visitors.

• Amount of visitors turned into buying customers.

• Total sales divided by total quantity multiply 100%

• Total invoices of the day.

Conversion is high...Average basket is high but UPT is low.What can we do in this case to improve UPT?

• Do cross selling in our sections

• Change the mannequins from winter to summer

• Sell highly priced items in the store.

• Make sure every customer is buying .

What is the formula for calculating average basket?

• Quantity/Tickets

• Upt/conversion

• Sales /Tickets

• Sales /quantity.

Define KPI

• Key Performance Induction

• Key Performance Indicators

• Keep Performing Indication

• Key Promoting Indicators

Name 5 types of difficult customers...

• Moody,talkative,decisive,rude and angry.

• Angry ,patient,quiet ,indecisive and happy.

• Angry,rude, indecisive,talkative and impatient.

• Impatient,impulse,regular,and indecisive.

Name one charateristic of an impatient customer.

• They cant make up their mind

• Talk a lot on irrelevant matters

• Need immediate attention

• They raise their voices and excessively use gestures.

What are the benefits of dealing with difficult customers?

• Avoid customer complaints.

• To enhance and tailor our approach of communication towards different customers.

• To provide exceptional customer service for everyone.

• All of them.

Define an indecisive Customer:

• This type wants an immediate attention and action from the sales associates. Otherwise he/she will get irritated and leave the shop

• This Type tends to talk too much in irrelevant matters. They like to visit the shop frequently in order to socialize. They are normally friendly and they take a lot of your time

• Indecisive customers can’t make up their mind because there are too less options to consider

• Indecisive customers can’t make up their mind because there are too many options to consider

How you deal with Talkative customers?

• Smile and be pleasant but don’t encourage them to talk ·

• Limit the time available for them to interrupt (don’t have long pauses)

• Don’t be rude or dismissive and provide minimal response.

• All of them

How to deal with rude customers.Which one is not correct?

• Set the tone by responding calmly and politely

• Ignore their rudeness and Keep a professional distance

• Remain detached- do not use a rude approach yourself

• Allow the client to finish speaking before responding, then summarize what you heard and ask for verification