Goals
Describe your market, your point of sale and your customers to prepare effectively
Identify the attitudes and behaviours to adopt towards customers to guarantee quality service
Apply simple techniques and methods to understand and respond to customer requests
Deliverable
Training memo booklet given to each participant.
Prerequisites
Have at least a few weeks of business and sales experience.
The advantages of the training
You will step back and question your customers, their expectations and the strengths of your point of sale.
You will discuss your best practices.
Program
Introduction
1 – Know your customer, your products and your market
What are the expectations and needs of customers today?
The advantages of your store/brand on the market
Status of your best sellers: Top 20
2 – Recognise your customer
The keys to a good first impression
Attitudes and posture to build confidence
Personalise the relationship
3 – Listen and understand your customer
Active listening
Techniques to promote listening
Prepare quality questions
4 – Satisfy your customer: advice and responsiveness
Appropriate behaviours: positive, enthusiastic and empathetic
Advise and guide
Make the best decision and provide solutions
Conclusion and action plan
Concerned public
Sales advisor, store manager.
Seats
10 participants maximum, 4 participants minimum.
Dates
Intra-company format: dates to be organised together according to your needs.
Please note: we do not offer this course as an inter-company training.
Rate
Contact us.
Practical information
Animation at the customer's premises or in a dedicated space.
Training accessible to people with disabilities, contact us to find out more.
Expertise in:
Spoken languages :
.jpg)
Trainer
Françoise Quichaud
With 30 years of experience in retail, ranging from sales assistant, shop manager and then flagships, to network manager in the fashion sector, Françoise is an expert in the field, customer and employee experience and retail performance. Since 2015, she has been a consultant trainer and coach certified in the DISC-WPMOT-EQ emotional intelligence tools. She coaches professionals on management and customer relations issues, using a practical and effective approach that's always fun and attentive.
Expertise in:
Management, Sales
Spoken languages:
Add paragraph text. Click “Edit Text” to update the font, size and more. To change and reuse text themes, go to Site Styles.