At the core of this
training course, participants will learn and practice a proven, step-by-step
sales questioning model they can use immediately in any sales situation.
This
powerful sales questioning technique is all about asking the right questions in
the right order. It is designed to increase the likelihood of making a sale by
better understanding customer needs while maintaining a great customer
experience.
By following this proven questioning model your retail sales
professionals will confidently lead their customers successfully through the
buying experience.
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 OPEN question selling technique.
Overcome common objections and close the sale.
Share lessons from Joe Gerard, an extremely successful retail salesperson.
Adapt their communication style
Question customers around lifestyle needs
Build trusting, long term relationships and ensure repeat customers
Selling or Serving activity.
Moments of truth.
Ethical sales practices.
Know products and services you sell inside out.
Knowing your market and competition.
Buyer types we deal with.
Find out your own personality/buyer type.
Features, advantages and benefits
The right benefit to the right customer
Identifying customer's decision criteria
Best practice post sale follow-up actions
leaving no stone unturned
Fun Reverse brainstorming activity wrap up activity
Greeting customer properly
Having a professional introduction
Discovering customer needs
OPEN Questioning technique
Types of objections
Handling the most common objection “Price”
Handling objections model
9 closing techniques
This two day program is designed for retail front line sales employees to equip them with the needed customer service excellence foundation to engage better with customers, portray energy and commitment and understand how positive phrasing can help to deliver a connection with customers and enhance their personal communication.
Delegates will manage challenging customer interactions and relationships to deliver outstanding service.
Link what customers value to what successful retail agents need to be.
Understand the importance of making a great first impression.
Demonstrate body language that engages others.
Understand that intensity comes from emotions.
Develop two different diffusion techniques.
Discover what customers say about what matters to them in receiving great service.
Link what customers value to what successful retail agents need to be.
Understand that customer behavior is influenced by both logic and emotion.
Explore the logical and emotional motivators of buying from you.
First impressions.
Explore the attitudes and knowledge of successful retail agents.
Explore the skills of successful retail agents.
Discover how the program will develop retail agents to deliver great sales and service.
Sharpening your rapport.
Understand the elements that make up total communication.
Discover some truths and myths about body language.
Demonstrate body language that engages others.
Understand that intensity comes from emotion.
Explore ' What response am I looking for'.
Apply and practice.
Language that engages others.
Language that influences others.
Push Vs Pull influencing techniques.
Five basic communication principles.
Focus on Behavior NOT personality.
Being specific.
Use the power of questions.
Listen Actively.
Communicate assertively.
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