Communication For Retail Professionals

Description

Cover Half Title About the Authors Title Page Copyright Preface Contents Chapter 1. Retail Scenario in India Indian Retail Industry Retail Sales: Challenges and Prospects Retailing as a Career Chapter Review Activities Application Exercise Key to Application Exercise Chapter 2. Retail Communication and Management Importance of Communication for Retail Professionals Retail Communication Forms Challenges of RETAIL Communication Fundamentals of Communication for Retail Salespersons Communication Needs of Customers Barriers to Effective Retail Communication Chapter Review Activities Application Exercise Key to Application Exercise Chapter 3. Communication Challenges for Retail Salespersons Introduction Understanding the Distinctive Process of Retail Sales Communication Challenges Retail Salespersons Face Pre-Sales Communication Modes Problems in Facilitating Retail Sales Interactions Post-Sales Communication Issues Handling Customer Complaints Chapter Review Activities Application Exercise Key to Application Exercise Chapter 4. Communication for Customer Relationship Management Introduction Communication and CRM Components of Customer Relationship Management Understanding Customers’ Needs and Behaviour Improving Customer Responsiveness CRM Optimisation with Effective Communication Chapter Review Activities Application Exercise Key to Application Exercise Chapter 5. Customer Interactions Customer Interactions Leveraging the Internet Face-to-Face Customer Interaction Effective Conversation and Oral Skills for Customer Satisfaction Elements of Effective Sales Interactions Improving Fluency and Self-Expression Handling Difficult Customers Chapter Review Activities Application Exercise Key to Application Exercise Chapter 6. Effective Listening for Retail Salespersons Importance of Listening Skills for Sales The Listening Process Hearing and Listening Listening to Understand the Customer Elements of Effective Listening for Retail Sales Effective Listening Strategies Ten Rules of Thumb for Good Listening Customer Focus and Listening Listening in Customer Interaction Listening to Structured Presentations Team Listening Barriers to Listening Chapter Review Activities Application Exercise Key to Application Exercise Chapter 7. Team Communication for Retail Management Importance of Team Communication Elements of Effective Team Communication Seven Steps to Effective Team Communication Team Discussions for Effective Sales Team Interaction Strategies Participating in Meetings Chapter Review Activities Application Exercise Key to Application Exercise Chapter 8. Nonverbal Communication in Sales Verbal and Nonverbal Communication Nonverbal Communication in Retail Sales Developing Sensitivity to Nonverbal Communication Body Language for Effective Sales Performance Paralinguistics and Sales Chapter Review Activities Application Exercise Key to Application Exercise Chapter 9. Application of Product Knowledge in Retail Sales Introduction Importance of Product Knowledge Width of Product Knowledge Chapter Review Activities Application Exercise Key to Application Exercise Appendix: Spoken English for Retail Professionals Index