Passionate Retail Experts
Overview
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
Details
| 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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