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
- Question – yes or no
- New customer, regular customer, the customer we know, the buyer in a hurry
Step 3: Discover customer needs
- 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)
For all the additional information contact us via phone 011/4123 410, or e-mail firstname.lastname@example.org