Passionate Retail Experts


A one day customer excellence programme, designed specifically for front line sales people in a retail environment.

What You Will Learn
  • Approaching customers with ease
  • Create and maintain an impression of credibility
  • Create a great first impression
  • Anticipate customer needs
  • Learn to upsell and cross-sell
  • Using body language to engate
Course: Passionate Retail Experts
Course Duration:  One Day
Location: Onsite at client location
Class Size: 8-20
Energy, Commitment & Passion

This one-day customer service training program is designed specifically for retail front line sales agents.

It will equip them with a customer service excellence foundation to engage better with customers, portray energy and commitment as well as clearly understand how positive phrasing can help to deliver a connection with customers and enhance their personal communication.

Delegates will learn how to manage challenging customer interactions and relationships to deliver outstanding service.

Topics Covered

Customer Motivation

  • Discover what great service means to customers
  • Link customers values to retail success
  • Understand customer behaviour is influenced by logic and emotion.
  • Explore the logical and emotional motivators of buying from you

Rapport = Results

  • First impressions.
  • Explore the attitudes and knowledge of successful retail agents.
  • Explore the skills of successful retail agents.
  • Discover how the program will develop retail agents to deliver great sales/service.
  • Sharpening your rapport.

Body Language

  • Understand the elements that make up total communication.
  • Discover some truths and myths about body language.
  • Demonstrate body language that engages others.

Language of influence

  • Language that engages & influences
  • Push Vs Pull techniques.
  • Five communication principles.
  • Focus on Behaviour NOT personality.
  • Being specific.
  • The power of questions.
  • Communicate assertively.

High Intensity interactions

  • Understand that intensity comes from emotion.
  • Explore ‘ What response am I looking for’.
  • Develop two different diffusion techniques.
  • Apply and practice.

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