Details
Course overview
The objective of this program is to introduce delegates to the concept of excellent Customer Service and effective customer-oriented Selling Skills, and, how it might be useful in increasing customer satisfaction, improve interpersonal skills, build customer loyalty and repeat business, and increase the company’s profitability.
Course objectives
This workshop will help you teach participants:
• Understand the importance of teamwork
• Understand the concept of effective customer handling
• Using the tool of product knowledge
• Consultative selling approach
• And the use of the Six-Step Retail Sales Process
Course overview
• The Importance of Team Work in the Workplace
• Effective Customer Handling skills
• Effective Customer Communication skills
• Creating the right first impression
• The Role of the After-sales Executive
• The Professional After-sales Executive
• Their abilities
• Their activities
• Their attitude
• How to Create a Long-Term Customer Relationship
• The 6-Step Retail Sales Process
The objective of this program is to introduce delegates to the concept of excellent Customer Service and effective customer-oriented Selling Skills, and, how it might be useful in increasing customer satisfaction, improve interpersonal skills, build customer loyalty and repeat business, and increase the company’s profitability.
Course objectives
This workshop will help you teach participants:
• Understand the importance of teamwork
• Understand the concept of effective customer handling
• Using the tool of product knowledge
• Consultative selling approach
• And the use of the Six-Step Retail Sales Process
Course overview
• The Importance of Team Work in the Workplace
• Effective Customer Handling skills
• Effective Customer Communication skills
• Creating the right first impression
• The Role of the After-sales Executive
• The Professional After-sales Executive
• Their abilities
• Their activities
• Their attitude
• How to Create a Long-Term Customer Relationship
• The 6-Step Retail Sales Process
Outline
Course objectives
By the end of this 3 day training course, participants will:
• Learn to create a great first impression
• Learn to greet constructively & create a personal connection
• Develop rapport & create warmth & openness
• Becoming a culture change catalyst
• Ask effective questions to better understand client needs
• Master active listening techniques
• Learn to control the sale & lead a customer to becoming a buyer in a B2C setting
• Understand sales psychology such as the “The Power of YES when selling”
• Learn to ask for the sale
• Learn cross-selling and up-selling in a B2C setting
• Master effective techniques for closing without being pushy
Course overview
It starts with you
• Attitude
• Personal Appearance
• Product Knowledge
• Sell yourself on the product
• Enthusiasm
Consider the customer
• What do you expect when you are a customer?
• The value of every shopper
• The mission for a retail salesperson
• Define ‘excellent retail customer service’
Starting the sales process
• The importance of first impressions
• How to create a good first impression
Greeting
• The golden rule
• Create a constructive greeting
• Construct positive dialogue
• Develop rapport
Needs analysis
• Deepening techniques
• Probing questions
• Active listening
• ‘Minimal encouragers’ - their importance and how to use them
Control the sale
• ‘The Challenge’ - persuasion, not confrontation
• How to handle people shopping on price
• The excellent 6 step technique that negates the
opposition and maintains your professionalism
Maximizing Every Opportunity
• Minimizing/Negating discounting
• 4 effective techniques
• Why discount & Why not?
• Cross-Selling
• Up-selling
Sales Psychology 101
• The Power of ‘Yes’ when selling
• Tie Downs
• Tag-on
Closing the sale
• Knowing when the time is right
• Don’t be afraid to ask for the sale
• 3 closing techniques
The 6 Step Retail Sales and Service Process
• How to implement a world-class process
• The benefits of a standardized service process
By the end of this 3 day training course, participants will:
• Learn to create a great first impression
• Learn to greet constructively & create a personal connection
• Develop rapport & create warmth & openness
• Becoming a culture change catalyst
• Ask effective questions to better understand client needs
• Master active listening techniques
• Learn to control the sale & lead a customer to becoming a buyer in a B2C setting
• Understand sales psychology such as the “The Power of YES when selling”
• Learn to ask for the sale
• Learn cross-selling and up-selling in a B2C setting
• Master effective techniques for closing without being pushy
Course overview
It starts with you
• Attitude
• Personal Appearance
• Product Knowledge
• Sell yourself on the product
• Enthusiasm
Consider the customer
• What do you expect when you are a customer?
• The value of every shopper
• The mission for a retail salesperson
• Define ‘excellent retail customer service’
Starting the sales process
• The importance of first impressions
• How to create a good first impression
Greeting
• The golden rule
• Create a constructive greeting
• Construct positive dialogue
• Develop rapport
Needs analysis
• Deepening techniques
• Probing questions
• Active listening
• ‘Minimal encouragers’ - their importance and how to use them
Control the sale
• ‘The Challenge’ - persuasion, not confrontation
• How to handle people shopping on price
• The excellent 6 step technique that negates the
opposition and maintains your professionalism
Maximizing Every Opportunity
• Minimizing/Negating discounting
• 4 effective techniques
• Why discount & Why not?
• Cross-Selling
• Up-selling
Sales Psychology 101
• The Power of ‘Yes’ when selling
• Tie Downs
• Tag-on
Closing the sale
• Knowing when the time is right
• Don’t be afraid to ask for the sale
• 3 closing techniques
The 6 Step Retail Sales and Service Process
• How to implement a world-class process
• The benefits of a standardized service process
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RPM is a boutique consulting and training company based in Dubai, UAE. We specialize in Organizational Transformation Programs that are dynamic, passionate and highly motivational. We help organizations align their strategies, people, processes, and customers to achieve competitive advantages and bottom line results.
Our Goal is to increase knowledge and performance among all our clients. RPM has partnered with various organizations around the world to consult, assess, design, develop, deliver, reinforce, and sustain learning solutions, fueled by our passion and mission for “Building both personal and professional success through our proven methods and state-of-the-art learning methodologies”.
As a leader in helping organizations improve, our clients range from large and small businesses alike, including General Motor’s, GE, Qualcomm, Lenovo, Samsung, Aramex, and Bayer.
Our Goal is to increase knowledge and performance among all our clients. RPM has partnered with various organizations around the world to consult, assess, design, develop, deliver, reinforce, and sustain learning solutions, fueled by our passion and mission for “Building both personal and professional success through our proven methods and state-of-the-art learning methodologies”.
As a leader in helping organizations improve, our clients range from large and small businesses alike, including General Motor’s, GE, Qualcomm, Lenovo, Samsung, Aramex, and Bayer.
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