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Give your retail sales team the confidence and know-how they need to close sales and keep customers. Unlike so many other sales courses, this programme doesn’t focus just on making sales, but does so in the context of a quality customer experience that builds trust and enhances your brand.

Target audience

Retail salespeople.

Outcomes

  • Providing a friendly, professional and consistent quality service to all types of customers, both external and internal
  • Being confident and structured within a professional retail sales transaction
  • Applying selling strategies which promote persuasive, win-win solutions and ensure meaningful, ongoing relationships with customers
  • Examining and listing the features and advantages of the company’s products and services; preparing questions around these to uncover needs and deliver specific and appropriate benefit statements
  • Adjusting personal style appropriately and interacting naturally with customers to create a climate of trust and comfortable rapport

Outline

Customer service
  • The importance of providing excellent service in today’s ever-changing, demanding and competitive marketplace
  • Satisfying both the personal and the practical needs of customers
  • Establishing and maintaining credibility and trust
Interpersonal skills
  • Listening to understand
  • Communication styles
  • Questioning techniques
  • Appropriate silence
  • Testing understanding
  • Enhancing and maintaining self-esteem
  • Listening and responding with empathy
  • Feelings commentary
Conflict
  • Dealing effectively with complaints, conflict and other stressful situations
  • Managing emotions appropriately
The foundation – the three key principles
  • Enhancing or at least maintaining self-esteem
  • Listening and responding with empathy
  • Engaging and involving others
The sales process
  • An introduction to the interactive retail selling steps, which are covered and practiced step-by-step throughout the programme
  • Understanding and uncovering customers’ needs
Questioning techniques
  • Background questions
  • Want questions
  • Presenting a product or service
  • Asking for the sale
  • Understanding, preventing, and handling objections
  • The complete sale
  • Personal development plans

Duration

Four days. The content and duration of this workshop can be adjusted between two to four days depending upon the specific role-profile and current skill levels of the salespeople.

Specialised. Customised. Training the way it should be. Call 028 272 9099 now.

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