Course participants will learn how to guide the sales/service conversation efficiently and effectively. They will also learn how to:
- Adapt their communication style
- Question customers around lifestyle needs
- Build trusting, long term relationships
This course was delivered to a major multi-national telecommunication company's retail employees and generated significant measurable results.
Course objectives:
By the end of this training course participants will be able to:
- Explain what motivates customers (logical and emotional) to buy or continue to use a product/service.
- Explain four personality styles; identify their own style; and, adapt their style to establish rapport with other personality styles.
- Follow a simple 5-step sales process that will give them the confidence, energy, and focus they need to become successful retail sales professionals.
- Use a powerful sales questioning technique that will enable them to better ask customers around lifestyle needs.
- Overcome common objections and close the sale.
- Make the best out of each interaction with every customer.
- Learn valuable lessons from Joe Gerard, one of the greatest retail salesmen who ever lived.
Outline of topics:
Introduction : Linking sales and customer service:
- Selling or Serving Icebreaker activity.
- Moments of truth.
- Ethical sales practices.
Step 1: Know your stuff and your customer
Step 2: Create the opportunity
Step 3: Matching customer needs
Step 4 : Handle objections and close the sale
Step 5 : After sales and follow-up
