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Effective Retail Sales Skills

“Deliver a first rate customer experience, build loyalty and increase sales”

Who Should Attend:

A practical and interactive one-day workshop, the course is designed for all front line sales staff in retail, showroom or front office sales.

Overall Aim:

The aim of this workshop is to help sales staff to build confidence and deliver a “first rate” customer experience, in order to increase sales in a retail environment. Participants will learn the necessary skills to understand what motivates people to buy and become more effective in their ability to influence and communicate with customers, to ultimately understand and exceed expectations, build relations and increase sales.

Objectives:

After completing the workshop, each participant will be able to:

• Apply highly developed communications skills for improved customer relations
• Present a professional image and create the right impression even under pressure
• Create a powerful presence and portray the right attitude when approaching customers
• Deal with large groups of people calmly and professionally using effective eye contact
• Learn to understand the importance of body language when communicating with customers
• Introduce themselves to customers with confidence and develop great rapport
• Really listen to customers and pre-empt customers’ needs through skilful questioning
• Get on the customers side and make the connection
• Talk to customers in their own language using the right tone of voice
• Guide the customer effectively through each stage of the sales presentation
• Show discretion and tactfulness, when helping customers make the right decision
• Build a case, handle objections effectively, negotiate successfully and qualify the price
• Learn to recognise buying signals and know when to ask for the order
• Create opportunities for generating additional sales
• Build trust and provide a more personalised service generating happy and loyal customers
• Manage customer complaints and difficult situations in a confident and effective manner

Workshop Content:

• Top frustrations of shoppers and what motivates people to buy
• The essence of professional communications in business
• The importance of first impressions for influencing a customer
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• Portray a powerful presence and the right attitude in the essential “meet and greet”
• Deal with large numbers of people confidently using effective eye contact
• Understand the power of body language and assertive behaviour in communication
• The 6 keys steps for developing relationships with customers
• Essential and active listening skills
• Understand the customer’s needs - ask the right questions to meet expectations
• The use of open ended questions versus closed questions to qualify leads
• Show empathy, use humour appropriately and build great rapport
• Tone of voice – it’s not what we say, it’s how we say it
• Talk in the customer’s language, use features and benefits to prove your product/service
• Create and deliver the perfect sales pitch - get on the customers side & make a connection
• Help customers make the right decision using discretion and tactfulness
• Handle objections, negotiate fairly, qualify the price and deal with rejection
• How to avoid overselling, recognise verbal buying signals and ask for the order
• Manage customer complaints and difficult situations positively & create new opportunities

Training method:

The training takes the form of a one-day workshop, with group discussions, exercises, case studies & feedback based on individual/group needs. Each learner receives a workshop manual.