NAUTICA (Arvind Lifestyle Pvt. Ltd)

Customer Relationship Management & Enhanced Selling Training Program:

Premise on which I based my SOLUTION:

A cascading SUCCESS STORY: 

Post the success of this project:

  • The Fashion Consultants of Celio – a reputed brand in Men’s Fashion also underwent a similar training but customized to their Brand ethos & positioning.
  • Women employees of Trent Ltd, owners of the famous Westside Stores also underwent a workshop on the lines of an Image enhancing “Appearance Management” – Creating Authenticity inside & Out.

 

His training is all encompassing. He covers all aspects-right from the subtle understanding he imparted to Store staff on what a customer really wants from the moment he enters the store till when he leaves in every little worked out detail and then topping it up with how to engage and actually sell to the customer in an effort to boost profitability. Our fashion associates felt very empowered to face clients and even attempted large ticket size sales post the workshop.

– Vaibhav Jain, Head Marketing- Gant, Nautica & Aeropostale

Arvind Life Style Brands Ltd. arvindbrands.com
Vaibhav Jain held the above position during the course of this project.

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Every Organization on this planet has to be PROFITABLE

Every other function of the organization, be it HR, IT support or Finance can only exist when a situation of PROFITABILITY exists.

Who ensures Profitability?– Customer interfacing Employees.
Participant Profile: Fashion Consultants, Store Managers, Regional Heads, Training Manager & Marketing Head.
Module: ‘The Last Mile’

How I arrived at the OBJECTIVE:

Followed my concept of Enhanced Value Perception (EVP) which first attempts to look at the HIGHEST possibility the trainees can achieve – Customer will have a certain perception –How one enhances their own SELF-VALUE & thereby gives an overall enhanced BRAND experience to the client.

The entire sequencing of meticulously putting them-selves in the customer’s shoes right from when they would enter a store –every visual, sensory & other perception –the enhancers, spoilers, their own body language, situational awareness, engagement without being intimidated without letting cultural & socio-economic blocks acting as a barrier & then them under-going the game changing ‘How Clothes & How your line of apparels & accessories Communicate took their game to another level.

We managed to complete the loop –Enhanced Customer service must end up with an increase in Sales to be called effective by any measure.

After a successful pilot program, training sessions & hands on experiential mock sessions was conducted in different regions on an ALL India basis.

Below is a testimonial of how effortlessly the fashion consultants were able to up-sell to clients post this training by employing the powerful Cluster concept.

TESTIMONIAL

Cluster game played in store

nautica palladium mall <na.palladiummall@arvindbrands.com>
Dec 21 (9 days ago)
to Shruti, me, kurushk, aditya.tyagi, gaurav.chander
Dear All,
This is to inform you that we are playing a small Cluster Game in the store Week wise, The winner Is Bhoomi. Well Done Bhoomi.
She sold Three shirts, one belt, one trouser, one shorts worth of 20,000/-
The cluster which she followed was
1) One blue trouser with white shirt, emphasis on the belt
2) One shorts with white shirt, emphasis on the shorts
3) Blue trouser with green shirt and brown belt, emphasis on shirt (classic style)
4) Stripe shirt with blue trouser which emphasis on sleeves and collar
The Main focus of bhoomi was on Emphasis and classic style with ten looks with those garments.
Team of Nautica Palladium Thanks to Kurush for giving us a vital training about the latest Trend and Relevant Fashion points which can be applicable on Floor.

Thanks & Regards,
Varsha Nandwani
Store Manager- Nautica (Arvind Lifestyle)- at Palladium Luxury Mall,

RESULTS ACHIEVED:

Fashion Consultants and store Managers post this training were to a great extent:

    • Able to not just theoretically understand the concept of creating an EXPERIENCE rather than selling a PRODUCT – they now understood their part & fell empowered as serious Value players & not just store staff.
    • Definitely able to bridge Cultural gaps that exist between a lifestyle savvy customer and Store Management by effectively understanding sub-text of what a Customer is really looking for while he is at the store.
    • Definitely able to engage and consequently concept Sell to clients by understanding Clothing Communication & the game Cluster concept thereby increasing their billing basket & Average price per billing.

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Add – A write-up of the varied customization & result oriented workshops as well as individual Consulting programs I have created for some of our esteemed clients. Contact Us in case you want to know more about the entirety and scope of our work .
If you belong to a similar industry or any industry, formal or informal, just an individual looking to evolve on these principles, do not hesitate to get in touch with us.