Training and Development Retail, Soft Skills and Customer Service

Communication Communication is the act of imparting or exchanging of information, ideas, or feeling. Communication is a two - way activity that takes place between two or more people. Sending, giving or exchanging information and ideas are often expressed verbally and Non-Verbally. It is an important process through which facts, ideas, experiences and feeling are shared and exchanged. Communication is the process of sharing ideas, thought, information, knowledge one to another for understanding one to another. Effective Communication Effective communication occurs only if th receiver understands the exact information or idea that the sender intended to transmit. Communicating in an effective manner, irrespective of the mode of communication used is an important and very useful skill.

Buyers Role in Consumer Decision Making 1- Initiator 2- Influencer 3- Decider 4- Buyer 5- User

Buying Behavior The involvement of the consumer in the purchase process varies according to the buying situation. High involvement situation usually involve products that are high priced, have complex features and their purchase is accompanied by high risk. Low involvement situation involve products that are usually low priced and their purchase is accompanied with low risk.  Consumer buying behavior can be classified into three broad categories based on the amount of time and effort consumer are likely to spend on the decision making process: 1- Extensive Problem Solving 2- Limited Problem Solving 3- Routinized Response Behavior

Consumer behavior refers to all the processes related to why, how, when, from whom consumers purchase and pay for a product and how they consume and dispose of it in order to meet their need. Consumer Decision Making Process/ Purchase Decision Making Process 1- Need Recognition 2- Information Search 3- Evaluation of Alternatives 4- Purchase Decision 5- Post Purchase Behavior

Customer Service  Customer service includes all the activities an organization carries out for its customers. Excellent customer service means putting the customer first , it refers to service like assisting the customers, billing, delivery, complaint handling, inventory management and so on. It is usually a sequence of actions required to complete an event. The staff should be friendly, helpful and knowledgeable about products and services.

A) Perishable Products: The food items like fresh meat, seafood, and ripe fruits are called as the perishable products. These are products which spoil or go bad in a short time . B) Non-Perishable Products: The food items like canned goods, sugar, flour, curls (and chips if air sealed), spices, etc., which can be stored for longer time without spoiling are called Durable products.

There are 6 Elements of Retailing. These are: 1. Merchandise (Product) 2. Price  3. Location 4. Communication Mix 5. Store Design and Display 6. Customer Service 1. Merchandise Assortment (Product) What are you selling?: The products are of two types, namely Fast Moving Consumer Goods (FMCG) and Consumer Durables. FMCG can be further divided into Perishable and Non-Perishable products. 2. Price There are several components of the price of a product. *MRP: ( Which is Maximum Retail Price ) printed on the label *Final Price: Many retailers offer the products by giving a discount over the final price. The MRP minus the discount  at which the product is sold, is the final price. *Instalment: It is the option where the final price is divided into Easy Monthly Instalments on which you can buy a product (EMI) 3. Location (Place -where you are selling): A store should be located at a convenient location having enough parking place for the c...