Who Should Attend?

Every person who comes into contact with a customer in any type of retail outlet will benefit from this course.

About the Programme

The course is designed to provide a new perspective on driving sales upwards within retail outlets, while focusing on the importance of excellent customer service. Standing out from, and above the competition, is vital in today's highly competitive retail market. Using effective selling techniques, linked with exceptional service standards, will ensure that your staff provide customer 'delight', and improve the overall sales performance of the company.

Course Objectives

• 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 clearly identify 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

What You Will Gain

• A new understanding about customers and their expectations
• A way to provide excellent service that will help your company 'stand out from the competition'
• An innovative approach to selling that will appear as if you are 'helping' your customers, rather than just 'selling' to them
• The ability to put many of the problems of selling into fresh perspective
• An interchange of useful ideas
• Many helpful and practical suggestions to assist you in your day-to-day retail selling

Programme Contents

DAY ONE

• Who Is A 'Customer'?
• Delivering Quality Service
• Definition Of Service
• 10 Propositions About Service
• How Can You Exceed Expectations?
• The Qualities Required In A Professional Retail Salesperson
  > Taking The Right Attitude
  > Understanding Why People Buy
• Communication Skills For Retail Selling
  > Body Language
  > Questioning
  > Effective Listening
• The Seven Steps Of A Retail Sale
• Creating A Positive First Impression
• Welcoming The Customer

DAY TWO

• 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?
  > Benefits Of Complaints
  > Handling Complaints
• Ten Rules For Getting Repeat Retail Business
• Role Plays

2 Days - Non-Residential

Delegate spaces available on the following course dates: