Retail Excellence
"How To Beat The Competition In Sales And Service"
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 Your Customer?
- Persuading People To Buy
- Understanding Why People Buy
- The Seven Steps Of A Retail Sale
- The Qualities Required In A Professional Retail Salesperson
- The Retail Salesperson’s Deadly Errors
- Be A Salesperson, Not An Order-Taker!
- Have Confidence & Poise
- Communication Skills For Retail Selling
- Being Prepared For The Sale
- The Importance Of Acknowledging Every Customer Who Walks Into Your Outlet
DAY TWO
- The Retail Sales Approach & Greeting
- Identifying Retail Customer Needs
- Questioning Techniques For Effective Selling
- Offering Solutions
- The Benefit Concept
- Determining The Difference Between Features, Advantages & Benefits
- Presentation Of The Product
- How To Handle Objections
- How To Overcome Price Objections
- Increasing Average Sales Using "Suggestive Selling"
- Closing The Sale
- Handling Difficult Customers
- Providing Personalised After-Sales Service
- Role Playing
2 Days - Non-Residential
Location:
Abu Dhabi
Delegate spaces available on the following course dates:
Before the course each delegate will be asked to complete a Pre-Course Briefing Form to determine their individual objectives for attending the course. These objectives will be used by the tutor to give on-target training that is focused on the individual delegates.
At the end of the course each delegate will be asked to complete a Personal Development Plan that can be used as part of future appraisals and that will also be an important tool for management reference.
Total investment includes - Training Materials, Lunch & Refreshments.