ascent-world.com

Overview

The nature of retail selling is different to other forms of selling, in that the sales team does not go out and solicit new business, but are reliant on customers entering their doors. The Sales team therefore needs to master some fundamental aspects of retaining people who walk into their store and making them customers.

Target Audience

Retail sales & counter staff

Duration

Participants Per Program

Objectives

Increased team morale and enthusiasm.

Motivated staff who are not adverse to change.

Using initiative to problem solve and make decisions.

Understanding the importance of first impressions.

Understanding the Retail Sales Process.

Content

The Retail Sales course addresses these aspects in the following dynamic modules:

Module 1. Role Models – Living The Company’s Message

Role Models will help participants understand the need for leading by example, organizational change and the key elements of teamwork. They begin learning and practicing the skills of high-performance teams.

Participants learn to focus their energy on things within their control, and gain insight and awareness to help them form more effective relationships. The need for change is discussed and trust building initiatives are conducted to drive home the challenge and rewards of trusting others. To make the commitment and teamwork real, highly interactive activities are added - 'experiential learning' - thus bridging the gap between understanding and believing.

Building effective relationships.
Recognizing the need for organizational change and staff adaptability.
Identifying team values.
Experiencing the key elements of teamwork.
Practicing high-performance team skills.

Module 2. Customer service – The Foundation

Customer service – The Foundation is designed to help participants understand the importance of customer service by the sales person. Participants are given tools for basic communication skills that make a customer recognize that he/she is important to your company.

This program gives the participant fundamental concepts and techniques for dealing with a customer, focusing on the skills needed to make every exchange of information a positive interaction. Participants learn the difference between customer satisfaction and customer enthusiasm and the relationship between customer service and customer loyalty. Customer skills are discussed including positive vocabulary, and actions that participants can take to increasingly provide customers with better service.

Importance of first impressions i.e. sales person’s appearance and grooming, visual impact of store.
Practicing basic interpersonal communication skills.
Learning about and practicing effective customer interaction.
Understanding what is required to W.A.L.K the T.A.L.K with customers.

Module 3. The Marketing Mix

The foundation to help staff understand the product and its position better. The marketing mix will provide all staff with an in-depth understanding of the classic 4 P’s of marketing. The program is aimed at taking the 4 P marketing model and drawing parallels with the 7 S service-marketing model.

Whilst the above sounds very jargon intrinsic the course will speak the layman’s marketing language thus providing the participants with a strong foundation of the product and the brand to sell with confidence.

What is marketing?
Who is my competition?
The 4P marketing model.
Converting the 4P to the 7S model.

Module 4. Exceeding Expectations

Exceeding Expectations in the retail business shows in the sale figures, through this program the participants will be given tools to extend exceptional service by recognizing the different personalities that walk through their doors. Each type of customer requires different handling. The delegates will learn the skill of identifying and handling individual customers. They will also be introduced to the retail sales model of DPC. (Desire Product and Close).

Since most products in a retail environment are based on impulse buying the delegates will be provided with adequate questioning skills to identify the desires of the customers and present the product accordingly.

Why do people buy?
The retail sales process – DPC Model
Effective questioning skills.
Effective listening skills.
Identifying customer profiles.

Our Approach