www.commonsenselife.

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 eopl e
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Pr
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www.commonsenselife.in
www.commonsenselife.in
“Good Morning, Ladies Gentlemen & Kids.
Welcome to AB123 flying from Delhi to
Mumbai. The Flying time is 1 Hour 50 Min
which is equal to what you will take from
Mumbai Airport to your Home. Weather is
clear, beautiful blue sky & bright shining sun.
We will take off from North West flying low
over the city of Noida, Greater Noida along the
Taj Expressway flying over the palatial city of
“Good Morning, Ladies Gentlemen. Welcome
Gwalior crossing Rani Lakshmi Bai’s Jhansi on
to AB123 flying from Delhi to Mumbai. The
way to Bhopal, the Capital of India’s largest
Flying time is 1 Hour 50 Min. Weather is clear.
State by Area, Madhya Pradesh. We will overfly
We will take off in next 10 min & expect no
the beautiful city of Ahmedabad which has a
delays subject to ATC clearance. Sit back ,relax
recently redeveloped Sabarmati riverfront
& enjoy our hospitality. Thank You for flying
finally descending to the city of dreams from
with us”
the South West direction. We expect some
delay while landing in the Maximum City,
however we shall try & make it on the way to
get you in time. You will have a great flight with
us & our ever smiling & efficient cabin crew led
by xxx will be at your service. We understand
you have the choice of other Airlines, we thank
you for flying with us & giving us an
opportunity to serve You” www.commonsenselife.in
https://www.youtube.com/watch?v=gXsRtuYB_ps

https://www.youtube.com/watch?v=mUV39sft6_g

https://youtu.be/seJZPYGMiuA

www.commonsenselife.in
“Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful,
high quality service and assistance before, during, and after the customer's requirements are met”

“Customer service is the direct one-on-one interaction between a consumer making a purchase and a
representative of the company that is selling it”

www.commonsenselife.in
 Infrastructur
Process
e

People Reward
Customer
Service

Product
www.commonsenselife.in
Façade & Show Ambience, Hygiene & Comfort Shelf
Window Service
Entrance Management

• Retail is like Football. Ball is continuously moving &

so is the customer.
• Like in Football, Retail needs assigned responsibility
Help @ Trial
for the task, place & time. Check Out Room &
www.commonsenselife.in Common Areas
• Façade Size • Façade Cleanliness

• Component Quality • Repair & Refinish

• Brightness & Lighting • Snag Management

• Glazing Quality & Thickness • Cracks Treatment

• Show Window L x D x H • Show Window Upkeep

• Show Window Lighting • Lux Level Adherence

• Clear Views • Display Management

www.commonsenselife.in
www.commonsenselife.in
www.commonsenselife.in
• Warmth • SOP

• Hello/Namaste • SOP Adherence

• Smile • Training

• Promptness • Frisking Protocol

• Baggage Help • Clear Pathway

• Unobtrusive • Parking Assistance

www.commonsenselife.in
www.commonsenselife.in
• Lighting • Lux Level Adherence

• Focal Point Illumination • Hygiene & Cleanliness

• Trial Room Elements • Show Window, Floor,

Fixtures, Escalators, Lift,
• Temperature Maintenance Toilet (High Touch Points)

• Escalator & Lift • SOP & Checklist

Maintenance
• Fixture Quality & Alignment
• Training
• Toilet Infrastructure
• Quality Job
• Safety Elements
• Decibel Adherence
• Music
www.commonsenselife.in
Airtel vs Jio vs Vodafone

www.commonsenselife.in
• Helping & Warm
• Replenishment Checklist
• Trained & Groomed
• Replenishment Tracker
• Motivated
• FIFO/ Size Sequencing
• Problem Solver
• Planogram Maintenance
• Hustler
• Consumer Offer Checklist
• Responsible
• Price Tag/Bar Code Checklist
• Brand Face

www.commonsenselife.in
www.commonsenselife.in
• Lighting
• Lux Levels
• Mirrors
• Smudge Free Mirrors
• Seating
• Trial Room Checklist
• Hooks, Hangers & Shelf
• Ambience Checklist
• Locks & Latch
• Privacy Checklist
• Temperature

• Privacy

www.commonsenselife.in
www.commonsenselife.in
OLA

www.commonsenselife.in
• Software & Screen
• Cashier Efficiency • Q Management
• Internet
• Cashier Grooming • Return & Refund
• Card Machines
• Cashier Interaction • Scanning %
• Feedback System
• Zero Error • Cash Bay Checklist
• Float
• Issue Resolution • SOP Adherence
• Bag in Help
• Roster Management
• Impulse Products
• Cash Management
• Cash Bay

www.commonsenselife.in
www.commonsenselife.in
www.commonsenselife.in
www.commonsenselife.in 24
Consumer Profitability

Product

www.commonsenselife.in
Quality X Trend X
Seasonality

www.commonsenselife.in
www.commonsenselife.in
 Did you find what you Did you Like the Collection Were You Greeted at the
Did you find your Size ?
were looking for ? at the Store ? Store ?
Yes No Maybe
Yes No Maybe Yes No Maybe Yes No Maybe

Were You Assisted at the Dis you like the Trial Room Were you happy with the Will You refer us to your
Store ? Experience ? Checkout Experience ? Friend/Relative ?

Yes No Maybe Yes No Maybe Yes No Maybe Yes No Maybe

www.commonsenselife.in
www.commonsenselife.in
www.commonsenselife.in
www.commonsenselife.in
 Alliance
s

Reward
s

Cashbac Gifts &

k Privilege

www.commonsenselife.in
• Shop & Become a Member
• Entitled to all Communication of Sales & New Season Launch
• Non Loyal Base
• 75% of the Customer Base – 55% of the Sales

• Shop for XXX in a year & Upgrade to 3 Star

• Entitled to all Communication of Sales & New Season Launch
• Rewarded xx Points for Every 100/- Spent
• 10-15% of the Customer Base – 20% of the Sales
• Shop for XXX in a year & Upgrade to 5 Star
• Entitled to Preview of Sales & New Season Launch
• Rewarded xx++ Points for Every 100/- Spent
• 6-7% of the Customer Base – 15% of the Sales
• No Questions Asked Return Policy
• Freebies
• Shop for XXX in a year & Upgrade to 7 Star
• Entitled to Preview of Sales & New Season Launch
• Rewarded xx++ Points for Every 100/- Spent
• 3-5% of the Customer Base – 10% of the Sales
• No Questions asked Return Policy
•www.commonsenselife.in
Freebies
• Shop & Become a Member
• Entitled to all Communication of Sales & New Season Launch
• Non Loyal Base
• 75% of the Customer Base – 55% of the Sales

• Shop for XXX in a year & Upgrade to 3 Star

• Entitled to all Communication of Sales & New Season Launch
• Rewarded 1 N/ 2D MMT Holiday Voucher in City XX Resort
• 10-15% of the Customer Base – 20% of the Sales
• Shop for XXX in a year & Upgrade to 5 Star
• Entitled to Preview of Sales & New Season Launch
• Rewarded 2N/3D Holiday Voucher in Taj Hotel
• 6-7% of the Customer Base – 15% of the Sales
• No Questions Asked Return Policy
• Shop for XXX in a year & Upgrade to 7 Star
• Entitled to Preview of Sales & New Season Launch
• Rewarded 2N/3D Holiday Voucher in Taj + 2 Adults Flights to-fro Tickets
• 3-5% of the Customer Base – 10% of the Sales
•www.commonsenselife.in
No Questions asked Return Policy
www.commonsenselife.in
 • Spectators/Lapsers/Fence Sitters/
Regulars
• Upgrade/Downgrade/Wallet Share
• LFL Base Growth/Degrowth at
Tier/Store Level

Discount Shopper/ Fashion • Product Market Fit

Shopper/Festival Shopper • Blockbuster/Dud Product
www.commonsenselife.in
 Infrastructur
Process
e

People Reward
Customer
Service

Product
www.commonsenselife.in
Quality X Trend X
Seasonality

www.commonsenselife.in
www.commonsenselife.in
 Product
Satisfaction

Service Competitive Rewards

Quality Advantage

Analytics

www.commonsenselife.in