Customer Relationship Management Training (OPPO India)

OPPO INDIA TRAINING TEAM INTRODUCTION  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Jai is an OEC who has been in a store for 2 years and did good number of sales. Now he is shifted to another store of the same chain which is in the same core market but not able...

OPPO INDIA TRAINING TEAM INTRODUCTION  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Jai is an OEC who has been in a store for 2 years and did good number of sales. Now he is shifted to another store of the same chain which is in the same core market but not able to achieve his monthly target. JAI  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Vijay saw a sharp decline of 60% in his sales during the pandemic situation as he was not able to maintain a good customer database to reach out to them and communicate about new products. Earnings post pandemic Year of sales  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS How many of you have faced such situations in the market? JAI Earnings post pandemic Year of sales  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS All OECs face such challenges in the retail store Situation based challenges OECs face in the market How can I overcome challenges & Less Sales Growth in past one year Fewer earnings during Less Target Achievement high sales season at month end  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS NO. OF WORKING STORE NUMBER STOCK PLACEMENT LOCATION OF HOURS COUNTER OF PROMOTER STORE ABSOLUTELY NOT!  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Good Knowledge Good Demonstration Good Negotiation (Product/Brand/Offers/Service) Skills (SFAB) Skills Upselling & Cross Problem solving Conversion Rate Selling Selling optimization  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Customer Relationship Management is an approach that helps the customer to create an emotional connection with you (Salesperson). Customer Relationship Management (CRM) is a strategy used to understand customers and their many requirements. This thinking leverages customer service capabilities to build strong relationships with pre, current, and potential customers. Many customers now make purchasing decisions based on their experience with your brand & salespeople. To provide a great customer experience, you need a complete view of your customer. IMPORTANCE  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS 6-7x 31% 5-20% 60-70% SAVES COST HIGH CONVERSION RATE MORE REVENUE  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS 45-50% of customers are our repeat & loyal buyers of OPPO good opportunity to sell to these existing customers  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Reason for focusing more on existing customers: Existing customers are likely to Strong Retention Rate spend more It is easy for us to upsell to these existing Retention rate is the % of customers who customers. have remained with your company over a Strengthens the pool of customers you period of time. can count on to repeatedly purchase Increasing your customer retention rate from you. by 5% can increase your company profits by 25% to 125%. Refers your brand to others Lifetime value keeps increasing every year Loyal existing customer’s referrals come in a variety of forms, including: Lifetime value measures the total profit Word-of-mouth recommendations contribution that a customer has Social media posts and messages about brought to your business. your brand The longer someone remains your loyal Positive comments and reviews, posted customer, the greater their lifetime on public pages value. INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS First Long Term Confidence Choice Relationship Building …… …… …… To become the first To generate long- Customer choice of our term relationships develops trust customers. that will help in on you increasing the retention rate. INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS A B C METHOD  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Connect Timely Communication ▪ ▪ ▪ 3 Best Ways ▪ Guide ▪  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Ways to record customer information Offline Customer Details Maintain a Diary/Document Online Messaging apps Social Media  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Adding Customers Contact Details Save The Details ① ② ③ Rahul 03-01-2022 Ramesh 16-01-2022 When to call ① ② 987XXXXXX  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Document customers details in a Diary/Notes Content to be collected ① ② ③ ④ ⑤ ⑥ ⑦ ⑧ ⑨ Customer Details Name: Jigyasa Arora Gender: Female Time of collection D.O.B: DD.MM.YYYY DD.MM.YYYY Date: 02.01.2022 Time: 09:00 am ① Buy Model: OPPO Reno6 Pro 5G Color: Gold Mobile No.: 7838****** EMI/Cash/Card: Card Occupation: Job (Private) INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Connect with Customers through Social media Broadcast new product/offer/service related Make people follow your official Regional messages on WhatsApp to all loyal & OPPO India Family page on FB for all customers. necessary information. Maintain A, F & Reno series groups on Regularly Circulate Links of FB WhatsApp groups to circulate necessary videos/photos/offers/new arrivals for information. customers. Post stories on WhatsApp of Brand/Product/Offer related official posts.  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Ways to communicate with customer Offline Call Messages Online Messaging apps Social media  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS During phone calls always focus on 4 steps Friendly Introduce Subject Friendly Opening Subject Description Goodbye WARM GREETINGS FEEDBACK ABOUT THE BUY MODEL ADDRESSING SUBJECT & CONCLUDING THANKS SELF INTRODUCTION FUNCTIONAL ASK ABOUT NEEDS Example :-- Example :-- Example :-- Hello Sir, How are you. My name is Jai I Sir, OPPO has launched Reno6 Pro. It is Sir what would you like to know about this model? Definitely, I’ll be glad am an OPPO OEC. Sir OPPO has just the best phone in the price segment, We to tell you about the camera of this model. This model comes with the launched a new product. Do you want to are giving 12GB+ 256GB RAM & ROM & Industry’s first & exclusive video feature, Bokeh Flare Portrait Video, know about the new product? it’s a 5G Smartphone with Industry’s first OPPO Exclusive Reno glow effect, and an Industry-leading 12GB+256GB Bokeh Flare Portrait Video. with 7GB RAM Expansion. A perfect device for your fondness of videography, performance & appearance. Glad to talk to you sir. Thank you sir, please visit our store if you want to purchase.  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS During messages focus on 3 key steps Introduce End with Greeting Subject Contact Details INITIATE WITH WISHES: WRITE ABOUT THE SUBJECT END THE MESSAGE: Good Morning, OF THE MESSAGE: Draft by sharing your shop Greeting of the Day, Hi/ Hello. E.g., New Product launched address, your name, & with XYZ KSPs. contact number. Focus on the customer benefits.  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS During messages focus on 3 key steps Hi All! Good News!!! Hello, Great News to all!! This is Raj from XYZ Store. I just want to inform you We know that you are planning to buy a new about our brand new OPPO Reno6 Pro 5G. smartphone; so hurry up and grab a limited offer period of up to Rs.3000/- cashback on our brand Please visit our store to experience and own brand new OPPO Reno6 Pro 5G new trendsetter OPPO Reno6 Pro 5G. I’m available for a quick call or text conversation if you’d like. Feel free to text or call me at For any information kindly visit “Outlet Name”. Cont:-956045xxxx & 765767xxxx. Cont:-9560XXXXX & 7657XXXXX, T&C Apply. Have a nice day! Have a nice day! INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Social Media during New Arrivals/Offers/Brand Achievements Greetings for special occasions Tag them in special brand event on regional/official FB Page Share the product information in your posts  INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS Introduce the benefits by binding your OPPO Smartphone and IoT devices with My OPPO App Service Conviction Assurance R INTRODUCTION IMPORTANCE METHOD TIPS & TRICKS eview: TIPS AND TRICKS  INTRODUCTION IMPORTANCE METHOD TIPS AND TRICKS Always record & update customer information Maintain a log book or enter all customer details properly at one place for future Use of social media for reference. Use purchase history for Brand/Product/Offer upselling opportunity E.g. If the customer was a previous loyal It is the best place to get closer to customers buyer of F-series convince him to buy because you can connect with them wherever Reno with value for money features. they are thus, huge potential lies here. Provide overall wholesome Make a customers community service experience Make a loyal customer community base for Many customers are now making A, F & Reno series and keep them updated purchasing decisions based on their on all the latest offers, products & brand experience with brand & salespeople. achievements Know your existing customers well Give personal commitment & take customer’s number to add in common WhatsApp group/Social media. HAPPY SELLING !