Retail Excellence

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:

Date: 26th November » 27th November, 2008
Brochure Price: Dhs 3160.00
Online Price: Dhs 3,002.00 (Save 5% Online)

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.

Course Directory

Consultancy Services

Spearhead Training

"Enjoyed the course! The tutor was able to get my attention throughout the course, with her sense of humour and with her style of conducting the course."
Telephone Skills -
FMCG Industry

Spearhead Training > Sales and Marketing > Retail Excellence

Retail Excellence "How To Beat The Competition In Sales And Service"

Retail Excellence
"How To Beat The Competition In Sales And Service"