STEP1 "7 MOST IMPORTANT PHRASE" (Each phrase has to be accompanied with proper bow)

• "Welcome"—30 degree bow
• "Yes, certainly"—15 degree
• "Please wait a moment"—15 degree
• "Thank you for waiting"—15 degree
• "I’m sorry"—45 degree
• "Thank you very much"—45 degree
• "Please come again"—45 degree

STEP2 "HOW TO ACCEPT PAYMENT BY CREDIT CARD"

• "Do you want to devide the payment?"
• "Thank you very much for waiting. (bow 15 degree)We took ***yen. Please check and sign here."
• "Here’s your card." (Make sure that the customer put the card in the wallet.)
• "Here’s the receipt and your purchase. Thank you very much. Please come again "(bow 45 degree)

If the customer wants to pay with credit card which the shop can’t accept…

• "I’m sorry dear customer, but we cannot accept this credit card…Could you please pay with cash or another card?"

Untill here, it’s all about how to speak in correct language with customers. As I never use so formal Japanese in daily life, it was difficult…Now, from next step, you have to talk with customers in this formal language.

STEP3 HOW TO APPROACH AND ADVISE CUSTOMERS

• Talk to customers when the customer is,

1. looking at you
2. looking at a certain product
3. taking a product in hand
4. looking for a clerk
5. came back to the same place
6. looking for something

Talk to them saying, "Welcome","Isn’t it nice?" etc. and then explain all about products, and try to convince to purchase it. When the customer is deciding whether to buy or not, it’s the time to give the "last push". You have to see the timing carefully and convince the customers to buy. Mind that you shouldn’t say anything negative to the customer, or shouldn’t talk too friendly.

STEP 4 HOW TO TALK AND NOT TO

• Avoid using imperative form. Ex) "The product is sold-out, would you be kind enough to wait untill tomorrow? We are sorry." instead of "please wait untill tomorrow."
• Avoids negative words: "we can’t…","no","we don’t have" etc. When you have to say "no, it’s impossible", say "please give me a mercy" instead.
• When the customer asks for something you don’t have, don’t say "We don’t have C", but say "We are sorry, but there are only A and B."
• Say good points in the end. Ex) "The price is a little expensive, but the material is very good.", instead of "The material is good, but the price is a little expensive."

STEP 5 HOW TO SUGGEST OTHER PRODUCTS

• Don’t push too much, but make it sound natural when you suggest to buy more expensive products, or something else more

STEP 6 HOW TO DEAL WITH COMPLAINTS

• First of all, apologize, and say that you are very sorry, without question. (45 degree bow)
• Listen to all what the customer has to complain about. Don’t say "but". (Sympathize with the customer, listen closely.)
• Apologize plenty, and then explain if you can. However, don’t make excuse.
• Suggest possible solutions and ask the customer to decide. (It’s not good to just ask what the customer want to do, because it sounds irresponsible.)