Communication For Retail Professionals

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