Duration: 1 Day

Delivery methods

• Self-discovery and critique

• Group exploration and facilitator led discussions

• Game based learning 

• Practical exercises

• Best practice theory exploration

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Overview: 

If you try to sell your product or service without keeping the customer in mind, you won’t be very successful. Even if you know your product inside out and think you have mastered selling techniques, you won’t be a really effective sales person until you consider the customer experience throughout. Considering how the customer feels and makes decisions throughout the buying process, is essential if you want to develop a two way RELATIONSHIP. This is one of the key points in this two days retail selling skills course specifically designed for front line retail sales professionals.

At the core of this training course, participants will learn and practice a proven, step-by-step sales questioning technique that can be put into action immediately, in any sales situation. This powerful sales questioning technique is all about asking the right questions in a particular sequence. The questioning model helps retail sales professionals lead retail customers professionally and confidently through the buying experience.

Participants will learn how to structure a conversation where the customers feel at ease and have their needs handled speedily. At the same time, they will develop techniques to better build lasting relationships, adapt their communication style, develop trust, and build true customer loyalty that results in repeat business.

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Course objectives:

-  By the end of this training course participants will be able to:

-  Explain what motivates customers (logical and emotional) to buy or continue to use a service.

-  Connect with customers, overcome objections, and close sales efficiently and confidently.

-  Use an effective sales questioning technique that will increase sales.

-  Follow a simple five step sales process to make the best out of each customer interaction.

 

 

Target audience:

This course is specifically designed for front line retail sales force and supervisors. It introduces a professional sales questioning technique that is applicable to any sales situation and not limited to retail selling. 
 

Course outline

Introduction: Linking sales and customer service

  Selling or Serving

  Icebreaker activity

  Moments of truth

  Ethical sales practices

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Step 1: Know your stuff and your customer

  Know products and services you sell inside out.

  Knowing your market and competition

  Buyer types we deal with

  Find out your own personality/buyer type.

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Step 2: Create the opportunity

  Greeting customer properly

  Having a professional introduction

  Discovering customer needs

  OPEN questioning technique

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Step 3: Matching customer needs

  Features, advantages and benefits

  The right benefit to the right customer

  Identifying customer's decision criteria

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Step 4: Handle objections and close the sale

  Types of objections

  Handling the most common objection: price

  Handling objections model

  Nine closing techniques

 

Step 5: After sales and follow-up

 Meet Joe Girard

 Best practice post sale follow-up actions 

 Leaving no stone unturned

 Reverse brainstorming activity 

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Wrap up activity

Competitive review game

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