Master Program on:
‘Retail Selling & Customer Service Skills’ ‘Retail in Detail’
This Retail Selling & Customer Service Skills Program-‘Retail in Detail’ is a very comprehensive 3-Day workshop, covering each step of the Retail Sales Process & crucial Customer Service Skills in detail, and is aimed at all retail sales/counter, customer service & shop floor staff, supervisors/
Pl see: www.SalesTrainingIndia.com for feedback/ comments from our past participants
Contents of the 3 Day Program
v Developing the right attitude/mental preparation/
v P-E-R-
v Attributes of a Professional Retail Sales Person
v The buying /Sales Process
v How & Why people buy
v What makes someone buy from a particular Salesperson/
v Understanding & Identifying different buyer types & consumer lifestyles!
v Special characteristics that distinguishes retailing from other types of business!
v What makes retail shoppers tick!
v Components of a great retail image! Attraction factors- attracting customers to the store!
v The S-A-L-E Strategy- Separating the ‘real buyers’ from the ‘just lookers’
-Stop
-Ask
-Listen
-Empathize, Enthuse, Explain & Engage!
v The G-U-E-S-T Plan to Selling!
-Greeting Customers (First & positive impressions!
-Uncovering needs (Understanding & fulfilling the needs)
-Explaining the product/service/
-Solving customer concerns/objections
-Techniques to help the customer to ‘buy’…because people, hate being sold!
v Selling to the opposite sex!
v Maximizing sales opportunities (Add-on selling, Up selling & Cross selling)
v Customer Follow up/ Referrals etc
v Why retail sales are lost –And how to avoid them!
v Tactics to avoid common customer complaints about retailers!
v Understanding the Customer Cycle-Present, Potential, and Lost Customers
v Are ‘Nice Customers’ ruining YOUR business?
v A Complaint is a gift!! Welcome it!
v Why ‘Nice’ customers don’t complain-they just move away!
v Encouraging Complaints & empowering frontline to take care of them.
v What do your Customers want? What do they expect when they complain or have a problem.
v A Process for Handling Complaints/Angry customers.
v Understanding the ‘LIFE TIME VALUE’ of Customers!
v The C-A-R-E Principle!
v A Six-Step Approach for close attention to customer service that will help keep the retailer’s eye on the consumer, to create an enjoyable experience and help the customer return!
v A Master Plan for Success!
This program is a must for all Retail Sales/Counter, Customer Service & Shop Floor staff, Supervisors/
How the course works:
The approach used would be more of a SEE & REMEMBER, along with DO & UNDERSTAND, using audio-visuals, video clippings, exercises & role-plays.
About 6 videos related to the Retail sector at various stages would be shown to reinstate the above points.
Participants are provided a full understanding of both the buying & selling processes together with overall moulding them into a Customer friendly team while stressing the importance of being well organized. Over the period of the course participants work through the 6 step sales process, practicing the skills at each stage, so that their selling skills are developed & reinforced. During the course they work on selling their Jewellery, making the role-plays realistic & practical
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Call: (091) (044) 4353 1000 4353 1300 +91 98400 99899
Email: training@SalesTrainingIndia.com training@CollectionSkills.com
We service some of the top most names as Clients in India, Middle East & SE Asia…
names and testimonials of which can be seen on the websites listed below:
Websites: www.FirstContactAcademy.Com www.SalesTrainingIndia.Com
www.CollectionSkills.Com www.EtiquetteWorks.in
www.ManualPreparation.com
