Retail Solutions
Transforming Store Profitability

Public Workshops

PROGRAM: CUSTOMER SERVICE (1 AND 2 DAY PROGRAMS)

The aim of this one day training program is to provide retail staff with processes and skills to provide outstanding customer service and sales effectiveness.The course will enable retail customer service sales professionals to substantively increase win rates and revenue as well as exceed customer loyalty.

Our simple customer service processes are flexible and apply to the varied retail Customer Service requirements in the industry.  The program teaches communication and rapport with customers is important in raising Customer Service standards as well as communicating from “the heart”.

What you will learn

After completion, participants will be able to have an overview of best practise in customer service including:

  • Understand ‘what’s to be gained’ in developing a Customer Centric Culture;
  • Understanding the in store frustrations their customers can experience;
  • Be aware of the principles of  good customer service and the emotional satisfaction the customer feels;
  • Understand the consequence of poor customer service;
  • Understanding communication and rapport with customers;
  • Managing customer complaints;
  • Understand the need to support their customers by exceeding expectations; and
  • Develop their own or personal store plan to implement customer service processes and principles.

PROGRAM: RETAIL SELLING (1 AND 2 DAY PROGRAMS)

The aim of this program is to provide management and sales staff with clear and practical skills on how to effectively maximise sales.

By providing a customer focused sales process, the course enables sales professionals in retail environments to substantively increase win rates and revenue. It teaches them basic selling and people skills that are practical and aligned to their customer’s way of buying

What you will learn

After completion, participants will be able to have an overview of best practise in sales including:

  • Learn a simple and effective process for reviewing face-to-face sales performance;
  • Learn how to get rapport quickly and effectively;
  • Learn to recognise and speak your customer’s language;
  • Discover how to ask precision questions that will quickly clarify what a customer means;
  • Discover how to ask the questions that will uncover your client’s vision of a solution;
  • Learn skills for delivering suggestions that lead to actions and purchase decisions;
  • Adapt sales processes to suit your sales environment; and
  • Develop sales through cross selling and up selling.

WHO SHOULD ATTEND

These courses are suitable for all customer facing roles including frontline staff, Managers, Supervisors, Store Owners, Centre Managers

WORKSHOP DATES

Please contact 6one5 for upcoming dates