Course Objectives

• Develop the necessary competence and attitude to maximize sales and create long-term customer loyalty.
• Understand customer behavior in a retail environment.
• Use practical selling skills to guide their customers through a defined customer decision process.
• Ensure a positive shopping experience.
• Generate outstanding customer service.

Course Outline.

• What Customers Really Want

• Uncovering your Customers' Hierarchy of Needs
• Understanding the Customer Decision Making Process
• Why People Buy?

• Helping Browsers Becoming Buyers

• The Three Fold Process
• The New Role of the Retail Sales People
• First Impressions
• Verbal and Non Verbal Responses in Sales
• Probing and Opening
• Supporting Customers Needs
• Closing
• Handling Customer Indifference and Attitudes
• Handling Objections
• True Relationship Selling

• Sales Strategies

• Fatal Errors
• An Excellent Sales Approach
• The Seven Secrets of Selling
• Sales Strategies that Fail
• The Importance of Words

• Creating Rapport through Customer Communication

• Body Language in Communication
• Active Listening Skills
• Dealing with Difficult Customers
• Retail Phone Communication
• Relationship Selling

• Customer Service Excellence in Retail

• Customer Service Core Competencies
• Handling Customers Complaints
• Why People Switch Service Providers
• The Before and After Customer Service
• Developing a Customer Retention Program

• Field Visit to Evaluate Retail Sales Performance

• Preparing a Store Audit Report Form
• Evaluating the Sales Service Encounter
• Preparing a Performance Dashboard for the Store

• Merchandising for the Ideal Customer Experience

• Store Environment and Atmosphere
• Dynamic Store Elements
• Primary and Secondary Displays
• Space Allocation
• The Retail Promotion Mix
• Important Retail 

Who can benefit?

• All retail sales staff as well as team leaders and supervisors accountable for sales.