Retail Excellence Seminar Series 2015 TOPIC: “Customer Experience that Matters and which Translates to Sales & Repeat Sales: Revolutionizing the Customer Shopping Experience in the Philippines

Course Title:

Customer Experience that Matters and which Translates to Sales & Repeat Sales:

(Revolutionizing the Customer Shopping Experience in the Philippines)

DATE:              July 29, 2015

VENUE:         Nostalj 2&3 Oakwood Premier Joy Nostalj Center Manila, ADB Ave., Ortigas Center, Pasig City

– Especially now that several retail companies are into an ‘amazing race’ of increasing their number of stores and expanding areas of operations, each strives to grab his piece of the market. Each endeavors to seize customers and attract potential customers. Every store nowadays focuses on increasing foot traffic and on converting store visitors into buying customers. Their instant mantra becomes “We do not want customers, we want repeat customers.” Then, there must be a valid reason why a customer will choose to come back to one specific store again and again. And with the boom in retail industry and the significant increase in industry players, our people in the stores have felt and witnessed the huge number of customers they had before, have now significantly decreased mainly due to many competitions and other available options in the market. Now is the time to make a difference, to exert extra efforts to retain regular customers and wholesalers, and do best to ‘wow’ and attract new ones. Unforgettably excellent shopping experience, delivering the ‘wow’, is what we can do best under the circumstances.

– This modern course about modern approaches and techniques in wowing customers and giving unforgettably excellent shopping experience is the answer, and the only answer to the abovementioned issue.

Course Content:

a. Some Trivia on Customer Experience

b. Types of Customers

c. Customer Interaction Cycle

– Receiving-the-customer Stage, and your “WOW” factor

– Understanding-the-customer Stage, and your “PAC” factor

– Helping-the-customer Stage, and your “Q&E” factor

– Keeping-the-customer Stage, and your “TLC” factor

d. Customizing your Store’s “Signature Greetings”

e. Driving Sales, via:

– Customer Experience

– ATV (average transaction value)

– IPC (item per customer)

f. 4 Suggested Selling Techniques

– Top-down Selling Technique

– Suggestive Selling Technique

– Alternative Selling Technique

– Add-on Selling Technique

g. Remembering your T.A.G. (about ultimate shopping experience)

Course Format:

– Powerpoint presentation and experience sharing by the Facilitator

– Facilitated discussion and brainstorming among the participants

– Facilitated Q&A portion

Outcomes:

a. Standard, practical, customized “greetings’ for Doorman or Security Guard, Floor Personnel, Cashiers, Checkers, and Baggers; respectively.

b. Modern, cool, and proactive approaches to, and in interaction with customers.

c. Solution vs. Product; Experience vs. Product

d. Effective selling techniques combined with Customer Interaction

– Top-down Technique

– Suggestive Selling Technique

– Alternative Selling Technique

– Add-on Selling Technique

e. The “WOW” factor; the “PAC” factor; the “Q&E” factor; and the “TLC” factor

f. The T.A.G.

Who Should Attend?

1. Store Managers

2. Assistant Store Managers

3. Store Supervisors or Store OICs

4. Retail Training Managers/Officers

About the speaker:

FRANCISCO T. DELA CRUZ, JR.

Retail Practitioner and International Retail Trainer, Facilitator, Resource Speaker & Consultant

He has 30 years of working experience in various companies of diverse industries, 17 years of which were spent abroad, particularly in the Middle East.

His extensive retail experiences and wisdom were gained from his employment as Senior Retail Operations Manager (or Branch Manager) of many “SM Stores” in different locations in the Philippines; and as Retail Training Manager of Alshaya Retail Group in the Middle East, operating in 19 countries and having more than 2,500 stores.

His Human Resources and Organization Development talents were honed from his very active role as HR/Training & Development Manager in a huge utility company in Jeddah with a highly diverse workforce and technical environment.

Today he is popularly known in both the private and government sectors, as Independent Trainer-Facilitator-Consultant of Retail Operations and Human Resources, Organization, and People Development available to service any interested clients, local and international.

Registration Fee:

*Minimum of 3 = less 5%

Mode of Payment:

– Please make check payable to – PHILIPPINE RETAILERS ASSOCIATION, INC.

– Check payment should be SENT to the PRA office (Unit 2607 Jollibee Plaza, F. Ortigas Jr. Road, Ortigas Center, Pasig City) OR DEPOSITED to PRA Account: Banco De Oro (BDO) – SM Megamall B Branch. Savings Account No.: 281121451

– Please FAX Deposit Slip with your Company Name to PRA for recording on or before the cut-off date.