Selling differently: putting the customer at the heart of the relationship
At the end of the training, you will be able to adopt a customer-centric approach to establish a sincere and lasting relationship, and master the stages of sales by personalizing your techniques for each customer.
Duration :
1 day
Customer Experience & Service
Sales Techniques & Customer Experience
Goals
Adopt a customer-centric approach by placing the customer at the heart of every interaction
Take a genuine interest in the customer to personalize your product suggestions
Learn the fundamentals of sales techniques.
Deliverable
Training memo booklet given to each participant.
Prerequisites
Have a few weeks of experience in business and sales.
The advantages of the training
After a day of training, participants will leave with essential sales tools and the ability to personalize their relationship with each customer.
Program
1 – Prepare yourself to welcome and create a connection with the customer
Mastering non-verbal and verbal communication for a warm welcome
Personalize the contact to build trust
2 – Take a genuine interest in the customer to personalize your sales pitch
Gather information and use the art of questioning to target your communication and proposals
Argue based on customer motivations and benefits (SONCASE, BAC) and respond effectively to their objections (ATP)
3 – Finalize the sale and ensure a positive customer experience
Dare to propose relevant additional/complementary sales and conclude tactfully
Say goodbye with gestures and attention to build customer loyalty
Conclusion and action plan.
Concerned public
Store manager, manager.
Seats
10 participants maximum, 4 participants minimum.
Dates
Intra-company format: dates to be organized together according to your needs.
Please note: we do not offer this training in inter-company settings.
Rate
Contact us.
Practical information
Animation at the client's premises or in a dedicated space.
Training accessible to people with disabilities, contact us to find out more.
Expertise in:
Spoken languages :
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Goals
Donatienne Richard
Her 30 years of experience in operational retail make her an expert, both in the field of visual merchandising, which she has worked in Parisian department stores (Les Galeries Lafayette/Le Bon Marché/La Samaritaine), and in customer experience and product knowledge.
10 years ago, she created and implemented her own image consulting tools, combining her excellent sense of contact, her ability to observe and listen, with her fashion and style skills; since then, she has trained fashion retail teams in colorimetry, style & silhouette, sales levers that are both technical and emotional.
At the same time, she is a teacher in various schools: IDRI, EFET studio créa, La Fabrique, Sup de vente and Sup Career.
Today, her "Swiss army knife of retail" side allows her to build and run training courses and workshops; for Retail Factory, she has developed sales ceremonies, real personalized sales signatures.
Expertise in:
Expert trainer in Customer Experience, Sales Ceremonies and Visual Merchandising
Spoken languages:
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