Course objective

• To set the highest standards for providing exceptional retail service
• To ensure repeat business by building customer loyalty
• To know how to ‘delight’ your customers
• To provide each delegate with an ordered plan for effectively selling their products / or services in fiercely competitive market conditions
• To look at the key stages of a retail sale and identify the areas where each delegate needs improvement
• To provide each delegate with a fund of practical ideas that will lead to improved personal performance in their retail selling
• A new understanding about customers and their rising expectations
• A way to provide excellent service that will help your organization ‘stand out from the competition
• An innovative approach to selling that involves ‘helping’ your customers, rather than just selling to them
• The ability to put many of the challenges of retail selling into fresh perspective
• An interchange of useful ideas
• Many helpful and practical suggestions to assist you in your day-to-day retail selling

Course outline

• Who Is My ‘Customer’?
• Definition Of Service
• Delivering Top-Quality Service
• Ten Propositions About Customer Service
• How Can You Exceed Expectations?
• The Qualities Required In A Professional Retail Salesperson
• Taking the Right Attitude
• Understanding Why People Buy
  • Communication Skills In Retail Selling
• Body Language
• Questioning
• Effective Listening
• The Seven Steps Of A Retail Sale
• Creating A Positive First Impression
• Welcoming and Greeting The Customer
• Identifying Retail Customer Needs
  • Questioning Techniques For Effective Selling
• Offering Solutions
• The ‘Benefit Concept
• How to Handle Objections
• How To Overcome Price Objections
• Closing the Sale
• Making Add-On Sales
• Handling a Queue Of Customers
• Post-Sales Techniques
• Why Do People Complain?
• The Benefits Of Complaints
• Handling Complaints
• Ten Rules for Getting Repeat Retail Business
• Role Plays

Who Should Attend?

• Every salesperson and support staff who comes into contact with a customer in any type of retail outlet will benefit from this course.