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Topic |
Overview &
Content |
Objective |
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Personal
Image & Grooming
Retail Sales
Training Module I
Back up
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A classroom
learning experience which focuses on the basics of positive personal
image projection & related grooming disciplines.
Class Topics
- Listening
essentials
-
Communicating clearly
-
language
-
vocabulary
-
articulation
-
hedging
-
voice control
- Managing the
customer’s perception
- Image
building first impression
- Personal
grooming - self rating
- Professional
attire & the power look
- Tips for
make up – jewelry - accessories
- Think
positively about yourself
- Action plan
– personal commitment
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To help retail
professionals project their best professional image
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Topic |
Overview &
Content |
Objective |
|
Customer
Sensitive Disciplines
Retail Sales
Training Module II
Back up
|
An interactive
classroom exercise that views the sales interaction from the customer’s
perspective.
Class Topics
- Three
dimensional retail selling
-
Unconditional professionalism – what is it?
- What’s
really important to customers & why
- Personal
self profile exercise
-
self evaluation
-
interpretation - understanding ourselves
-
application - recognizing customer styles
- How to work
sensitively with any customer style or attitude
- Professional
courtesy – a discipline, not an option
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To understand
ourselves & customers better & to practice sensitive response to
customer needs
|
|
Topic |
Overview &
Content |
Objective |
|
Prospecting and Retail Promotion Skills
Retail Sales
Training Module III
Back up
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A learning
opportunity which can help you defeat prospecting anxiety and develop a
personal prospecting, follow-up and floor selling plan
Class Topics
- Critical
things top earners must do!
- Prospecting
reluctance & it’s cost
- Self profile
– retail prospecting reluctance scale
- Four
formulas for poor productivity & how to reverse them!
- Prospecting
sources & high return priorities – action exercise
- How to
convert retail “slow time” to “show time”!
- The potent
power of customer follow up – action exercise
- A retail
floor plan; a model to consider
|
To learn &
apply principles of personal retail prospecting, customer accounting &
follow-up, which will multiply earnings & grow sales
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|
Topic |
Overview &
Content |
Objective |
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Strategic Customer Encounters
Retail Sales
Training Module IV
Back up
|
This module is
an instructional, practical, profit-focused model for establishing your
own floor display and selling plan which can assure increased margins
and high customer satisfaction.
Class Topics
- Critical
problems shared by profit oriented retailers
- The guided
tour
- The unguided
tour
- Typical
non-productive customer interactions
- Anatomy of a
satisfying retail sale
- Customer
pre-dispositions – what are they?
- A
profit-plus model retail selling strategy
- A functional
model floor display & line up
- How to use
feature/benefit comparisons to improve the sales mix
- Sell down to
sell up for customer value emphasis
- Action model
for developing a strategic plan
- How to
guarantee higher customer satisfaction
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To establish &
use a floor line up and sales strategy which assures higher sales mix,
margins, closing ratios & more satisfied customers
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|
Topic |
Overview &
Content |
Objective |
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Helping
The Customer Make The Best Decision I
Retail Sales
Training Module V
Back up
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This module
will prepare you for a customer satisfying interaction on the sales
floor. Review how to combine floor displays and product arrangements
with a presentation strategy that leads to the big ticket sale.
Class Topics
- What
customers want & why they want it
- Professional
preparation precedes productive customer encounters
- Guide –
sequenced steps to a big ticket retail sale
- The power of
a planned approach & greeting
- How to begin
a retail customer interaction?
- The 3 stage
customer qualifying process – what it is & how to use it
- A process to
help customers compare …
- Model
presentation & demonstrations
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To practice
the skills of helping the customer make the best buying decision
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|
Topic |
Overview &
Content |
Objective |
|
Helping
The Customer Make The Best Decision II
Retail Sales
Training Module VI
Back up
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There is only
one best! This selling process will help both you and the customer to
know that they have made the best decision. Best for the customer, best
for the business and best for the sales person.
Class Topics
- How to
develop & use your unique customer advantages
- Do customers
just want the lowest price
- Doorway to
sales success
- Dealing with
customer objections & concerns
- How to add
value after objection response
- Four types
of strong recommendations
- How to close
the sale and begin a customer relationship
- Legitimate
reasons to buy now
- Closing
reluctance – why not ask for the order?
- What to do
after the customer buys!
- How to use
retail down time profitably
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To study &
experience the consummation of a mutually satisfying buy-sell
interaction and begin a relationship
|
|
Topic |
Overview &
Content |
Objective |
|
Telephone Professionalism,
Part I
Back up
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An involved
learning classroom exercise to discuss & experience practical basics for
effectively dealing with the stresses & routines inherent in
customer-sensitive volume intensive call-service operations.
Class Topics
- Phone professionalism 101-avoid conflict
- Predispositions of callers (research)
- Personal maturity & discipline of courtesy
- High-impact telephone greetings
- How callers judge you-managing perception
- Origin of conflict & complaints
- Transactional analysis P-A-C Theory
- Mirroring customer attitudes
- Preparation for Part II
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To enhance
company image, improve telephone efficiency & communicating productivity
while exceeding caller-customer expectations & lowering tension & stress
levels. |
|
Topic |
Overview &
Content |
Objective |
The
Powerful Process Of Tactical Probing
Back up
|
An involved
learning classroom experience for formulating & using questions to
understand needs, diagnose problems & determine the best solutions. Know
the foundation, source & impact of using probes in interactions with
customers, associates & friends to diagnose & solve problems and uncover
needs.
Class Topics
- A question is more powerful than a statement!
- Various probes with specific tactical purposes
- Types of probles & purposes
- How to formulate questions
- What questions to ask and when
|
To improve
understanding of the principles & techniques of using questions
tactically to communicate clearly and improve efficiency in all
interactions, solve problems & build better personal relationships while
reducing costly communicating errors. |
|
Topic |
Overview &
Content |
Objective |
|
Negotiating
With Customers
Protecting profits, commissions & sales policies
Back up
|
An
interactive review of practical skills & principles of negotiating for
use in daily business & interpersonal interactions.
Class Topics
- 3 stages of any negotiation
- 7 principles for negotiating
- 3 crucible negotiating variables
- 7 rules for making concessions
- 7 do’s & dont’s of equitable negotiating
- Negotiating tactics
|
To prepare
sales professionals systematically & equitably to deal with customer
negotiating issues while protecting priorities, policies, principles &
profits.
|
|
Topic |
Overview &
Content |
Objective |
|
Fear Free Prospecting & Sales Development
Disciplines for fear free prospecting and
promoting
Back up
|
Sales
professionals will improve productivity via
definition, self-evaluation and application of
techniques for dealing with the self-defeating
plague of call anxiety.
Class Topics
- The missing link in sales
performance training
- Why motivated, talented,
capable, ambitious people fail
- Great profile…but will
he/she make sales calls
- The co$t of call anxiety
- The self doubt spiral -
financial co$t/human resource co$t
- Defining authentic call
anxiety
- Where does call anxiety
originate?
- Four deadly impostors –
what call anxiety is not!
- Twelve shapes of call
anxiety
- Behaviors that hold
productivity hostage
- Steps to overcoming call
anxiety
- Techniques for defeating &
controlling call anxiety – and making prospecting calls
|
To learn how to diagnose, define and defeat the
self-defeating plague of call anxiety and apply
techniques for customer prospecting. |
|
Topic |
Overview &
Content |
Objective |
|
Ethics &
Excellence At Work E xcellence, profitability & job security
Back up
|
Establishes
clear ethical guidelines for the contemporary workplace and marketplace.
You will learn absolute standards of ethical conduct in pursuit of your
mission.
Class Topics
- The lost sense of ethical direction
- The high & low roads of ethical behavior
- Personal principles & code of ethical conduct
- Business survival - ethical motivation
- 10 principles of ethical decisions & actions
- Case studies - typical & generic
|
To equip each
individual with an awareness of the critical importance of ethical
workplace actions & how absolute ethics enhance quality productivity,
profitability & job security.
|
|
Topic |
Overview &
Content |
Objective |
|
Dealing
With Customer Problems, Complaints & Conflicts
Back up
|
Participants
review and practice professional techniques for preserving customer
relationships in problematic situations
Class Topics
-
Self-inflicted wounds – most common customer complaints
- How to
reduce or avoid complaints - guidelines
- Winning ways
with others – our behavioral responsibility
- How to give
and take criticism
- Dealing with
complaints via phone - admonitions
- Recognize
opportunity and pan gold from complaints
- Understand
roles customers play – transactional analysis
- The tough
customer – exercise to diffuse customer hostility
- Tactical
problem solving – key to conflict resolution
- What you can
do when you don’t know what to do
|
To preserve
customer relationships by way of disciplined behavior when dealing with
tough customers. To review the importance of self-control and positive
behavior in stressful interactions.
|