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