Many retailers have 2 sets of issues – first, does the store environment provides comfort and convenience for our customers; and second, how do we coach our sales staff to improve their performance and sending out a positive attitude to our customers – creating a total shopping experience for our customers whenever they walked into our store.
On the other hand, sales associates have 2 issues of concern – first, customer service is not doing sale and vice-versa, and second, closing the sale.
Have you ever experience walking into a store and in less than a minute you just feel like walking out? Have you experienced trying to buy some essentials but was put-off because the sales assistant are stocking during the peak hours? Shopping is truly an emotional sensation, customers can get irritated from poor store layout to frustrated experience of inconvenience.
Retail Magic let us ‘see’ our store experience from the eyes of our customers and how we can increase sales by simply applying appropriate sale-closing techniques.
Indeed, a major part of customer service is closing the sale. In these days of hyper-competition, the difference that makes a difference is doing the things that your customers actually like. By adding emotional value to everything a company and its people do, the probability of being liked by customer increases along with profitability. People buy because they like your service and friendly-disposition; they buy because your company has integrity, and the confidence in your products and services.
Many sales associates knew their products and services well, able to show a good presentation, but when it comes to closing – it is too difficult! Sales associates may think that it is not a nice thing to ‘try’ to close a sale; it is better to leave the decision to the buyer/customer. That’s the problem! People just can’t make a decision or simply do not know how to decide. On the extreme, some sales associates are too zeal to do a closing that it becomes a put-off.
This program, therefore, focus on the type of customer service retail associate must engage in his/her work to the final stages of a sales process – that is, adding emotional value and the art of closing. But closing the sale isn’t the end of a relationship, it is a beginning of a new relationship – keeping the cement wet – and we will be able to turn them into loyal customers and able to tap for referrals.
- Promotes quality service through individual excellence
- Describe the four stages of the Customer Interface Model
- Distinguishing between implied and explicit needs
- Describe the skill of seeking information to anticipate customers’ needs
- Creating a total shopping experience
- Create positive Moments of Truth for your Organization
Module One – Customer Service with ‘GLAD TO’ Approach
- First impression last
- Set standards as a sales professional
- Treat customers as guests
- Adding creativity to greeting customers
- Ask situational questions
- Identifying customer’s needs
- Using “GLAD TO” Approach
Module Two – Identify Guests Turnoffs
- Know and realize what guests turnoffs are
- Understand the three categories of turnoffs
- Be able to reduce turnoffs to create positive guest experience
Module Three – Creating a Sensational Shopping Experience
- Creating a welcoming store image
- Understand the need of smooth navigation in a store
- Implementing the Customer Interface Model
- Identifying current system, procedure, and policies
Module Four – Customer Service using Sales Approach
- Know your customer
- Creating and building value
- Advantages of bundling and working with suppliers on partnership selling
- Overcoming objections by building value
Module Five – Getting to say “YES”
- Close the sales frequently
- Understanding Customer Psychology
- Don’t lose sight of the wood for the trees
- Principles of closing sales
- Last impression lasts – Keeping the cement wet
Who Will Benefit Most From This Program?
This program is highly recommended for every employee in the retail sector especially for staff having close encounters and active interactions with their customers. The focus of this program is not only on providing exceptional service but also, creating the overall shopping experience.
This 2-day workshop uses a combination of seminar-style delivery, video-learning system, group exercises and discussions to relate the whole learning concept.