To educate and inform delegates on how to provide superior service at a retail outlet, maximise profits and encourage the return of the client.

♦ It is not your aptitude but your attitude that determines your altitude

♦ Determining your personal vision. (Two basic emotions)

♦ What are your main products, are they necessities or emotional purchases?

♦ Main contributing factors to “necessary” and emotional purchases

Personality Profiling

♦ Who are your customers?

What does the customer do for you?

Negatives and Positives

♦ Effective communication skills

The value of a simple greeting

Learning to listen

Reading your customer correctly

Identifying queries and complaints effectively

Positive/Negative Communication

Ensuring your client’s return or word of mouth referral Saying “NO” positively

♦ Upselling, the value and how to

♦ Accountability as a gift!