Retail Selling & Service

Retail Selling & Service training methodology is based on lectures, interactive workshops and simulations of various real situations through which pass all participants having opportunity to immidiatelly test presented models. A balanced relationship between “theory”, with many relevant examples from practice and practical part consists of carefully designed exercises, role-plays and simulation model of learning through play and competition (“gamification”) guarantees the full involvement of the participants. The dynamics of the training is provided by a combination of different tools which guarantee high quality learning experinece (movies, “talking wall” – a system that ensures the involvement of all participants).

Benefits for Participants:

  • A systematic approach to understanding the essence of retail service improvement
  • Insight into what a good seller at retail qualifies to excellent seller
  • A clear picture of how they can improve the customer experience acquired while staying in our retail
  • An opportunity to determine current level of their sales skills and specific techniques for further improvements
  • A clear indication that the application of certain models can really increase sales in retail
  • The possibility to check and practice presented modules even during the training
Topic covered in the training
1) Understand the Sale

  • Why is the Retail Selling and Service Improvement is so important?
  • “Shopping Experience” – the key that influences whether someone will be casual, permanent or completely loyal customer
  • What factors determine the “shopping experience” that consumers will gain in retail store?
  • Greeting potential customer who enters the store is NOT SALE! When customer selects a product and decided to purchase it is NOT SALE!
  • Why customers buy certain products?
  • Why customers leave a particular brand or trade mark?
  • What are main characteristics of a great seller at retail?
2) Retail Selling and Service

  • “His/Her Majesty – Buyer“, attitude and behavior towards customers
  • What can disrupts the customer in the store?
  • Position in space, the optimal distance
  • The first impression, smile, behavior, active listening
  • Non-verbal communication, eye-contact, facial expression
  • Voice – height and tone
3) Five steps for successful Retail Selling

Step 1: Preparataion

  • Store preparation and self-preparation
  • Product information (stocks, news)
  • Knowledge of markets and

Step 2: Open

  • Greetings
  • Question – yes or no
  • New customer, regular customer, the customer we know, the buyer in a hurry

Step 3: Discover customer needs

  • Questions
  • Active listening
  • Understanding the needs

Step 4: The Proposal (providing information) and overcoming potential objections

  • Providing information (presentation)
  • Characteristic – Advantage – Benefits
  • Overcoming the objections

Step 5: Closing the sale

  • Post-sales activities (optional)
  • AIDA model
  • The decision on the purchase does not bring a man but his brain
  • Neuromarketing – Gaining and maintaining attention, a story which “wakes up” emotional brain, confirmation of the importance of the decision, the end by effective story-telling

 4) Application (role-play)

Contact us

For all the additional information contact us via phone 011/4123 410, or e-mail