Many retail store sales agents may believe that focusing on sales and achieving sales targets will necessarily affect the level of customer service they provide. However, when retail employees focus on how their customers feel and make decisions throughout the experience, they deliver excellent service and develop valuable two-way RELATIONSHIPS. Building customer relationships and meeting their needs is at the heart of this selling skills course specifically designed for frontline retail sales professionals.
At the core of this training course, participants will learn and practice a proven, step-by-step sales questioning model they can use immediately in any sales situation. This powerful sales questioning technique is all about asking the right questions in the right order. It is designed to increase the likelihood of making a sale by better understanding customer needs while maintaining a great customer experience. By following this proven questioning model your retail sales professionals will confidently lead their customers successfully through the buying experience.
Course participants will learn how to guide the sales/service conversation efficiently and effectively. They will also learn how to:
Adapt their communication style
Question customers around lifestyle needs
Build trusting, long term relationships
This course was delivered to a major multi-national telecommunication company’s retail employees and generated significant measurable results.
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 product/service.
Explain four personality styles; identify their own style; and, adapt their style to establish rapport with other personality styles.
Follow a simple 5-step sales process that will give them the confidence, energy, and focus they need to become successful retail sales professionals.
Use a powerful sales questioning technique that will enable them to better ask customers around lifestyle needs.
Overcome common objections and close the sale.
Make the best out of each interaction with every customer.
Learn valuable lessons from Joe Gerard, one of the greatest retail salesmen who ever lived.
Outline of topics
Introduction : Linking sales and customer service:
Selling or Serving Icebreaker activity.
Moments of truth.
Ethical sales practices.
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.
Step 2: Create the opportunity:
Greeting customer properly.
Having a professional introduction.
Discovering customer needs.
OPEN Questioning technique.
Step 3: Matching customer needs:
Features, advantages and benefits.
The right benefit to the right customer.
Identifying customer's decision criteria.
Step 4 : Handle objections and close the sale:
Types of objections.
Handling the most common objection "price".
Handling objections model.
9 closing techniques.
Step 5 : After sales and follow-up:
Meet Joe Girard (The world's best retail salesman).
Best practice post sale follow-up actions.
leaving no stone unturned.
Fun Reverse brainstorming activity wrap up activity.
Competitive review game - An Exciting review challenge (Power Point Game) to end your training on a high note!
Training Material Samples
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Trainer Guide Samples
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For random workbook samples, Click thumbnails below for larger images.
What do I get exactly?
You receive a zipped file instantly upon purchase that includes the following in MS office format
Trainer Guide (90 Pages).
Student workbook (70 Pages).
Slide deck (57 slides).
Two Bonus retail sales team member assessment forms.- A useful excel sheet for giving subjective and structured feedback to a retail sales person based on the sales process and sales questioning technique introduced in the program.
Personality type assessment questionnaire.
Bonus activities ( 22 activities ).
Training support documents (Training evaluation forms, 5 certificate templates, program outline).
The Fully Customizable Training package includes
Fully Scripted Training Guide
Participient Reference Workbook
Powerpoint Slide Presentation
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22 games and activities you can use to enrich your trainings.
Useful training forms (Evaluation forms, certificates).
All you need to run a great training program.
A fun, engaging Power Point review game to easily review key questions and concepts, improve retention through a competitive challenge designed to be the grand finale of your training program.
Competitive review game
A Power Point Review game to excite your participants about your training material where they compete to win by answering questions about the training program in a series of fun rounds.
The competitive Power Point game is fully customizable, just change the questions/answers, images, backgrounds...etc. Save as a new file & create 100's of other review games for any training materials or program to always end your training program on a high note.
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Even if you’ve never delivered a training course before and are finding the whole process a little daunting, our training materials provide everything you need to complete an effective, engaging and fun professional course.
Our training course materials are presented in an easy-to-follow format with enhanced instructions for trainers to explain all of the key points, models and concepts to delegates with clear directions and debriefing instructions for every activity and exercise, incorporating the key points and main takeaways to deliver and tips on how to get your points across. Our tabular Trainer’s Guide provides clear direction and suggestions on what to do and say with each presentation slide, to enhance the delivery of our high-impact PowerPoint slide deck and comprehensive participant workbook.
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Our training course materials and courseware packages come with over 20 years of professional training design and delivery for some of the largest multi-national corporations in the world. Experienced instructional designers and senior trainers have researched and developed these training courses that have proven to be very popular with learners of all types and have consistently achieved measurable business results.
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You do not need a huge training budget to develop your people. Every true leader knows that staff development is at the core of his/her job. Now, even with a low training budget you can afford to deliver affordable, professionally designed course materials and courseware packages.
Save time and money by delivering an effective training program first time, every time, using our affordable, content-rich training materials that are bespoke designed to ensure smooth delivery, superior understanding, and long-term retention.
Avoid wasting time researching and developing a training protocol that must be tested and delivered multiple times before you can get a real, tangible measure of its efficacy, and potentially, making an expensive and inefficient mistake.
Select one of our comprehensive, fully inclusive training courses or incorporate our modular courses into your existing materials to enhance your content and enrich delivery using fresh, engaging models and concepts that have been proven to work, time and time again.
Keeping your delegates engaged and switched on during learning sessions is one of the core challenges that even professional and experienced trainers commonly face – and our training course materials are specifically designed to encourage interaction and engagement, avoid boredom, and boost trainer confidence to ensure a seamless, slick delivery.
Take the hard work out of delivering training to your employees and ensure the maximum return on your investment!
TCM training materials are professionally written state of the art and masterfully done with up-to-date training aids and workbooks. Nowhere else could you find training materials of this quality for the price ... AAA+Peter Morrison
Sales & Marketing trainer
As a leader, developing and supporting your team is of course your top priority – so discover the trainer in you and take charge of your team’s professional development and advancement with our affordable courseware packages and training course materials.
Our carefully structured and highly organized courseware materials allow anyone with basic presentation skills to follow and deliver training content confidently and efficiently, complete with helpful tips and insights provided at key stages along the way to build and maintain momentum and ensure an impactful delivery.
Liven up team meetings, choose and reinforce key learning points and boost your team’s enthusiasm and understanding with our professional training course material packages, and integrate bitesize learning opportunities into huddles and collaborations to stress specific skills and concepts that serve your key development areas.
Take control of your team and help them – and you – to reach your full potential by using our training course materials to deliver seamless workplace learning on-the-go.
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To Suit Your Requirements
All our training course material packages are 100% customizable and can be adapted to match your training objectives and the requirements of your audience. You can even re-brand your course materials with your own corporate identity, although we retain copyright of our course content and do not permit the resale of our packages.
Individual standalone training modules and topic areas can be integrated into all of our training programs, to allow you to focus on and customize specific topics as required, or to enable you to add or incorporate your own existing course materials.
Let Your Delegates Grow With
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All of our training course material packages include a plethora of self-discovery and independent learning activities, exercises, and games designed to address specific key learning points, as well as providing additional ideas for activities and interaction to add depth and interest to your existing course materials.
Our comprehensive range of courseware packages and training modules incorporate a range of niche-specific subject areas targeted towards clients in the retail sector, including topics such as retail selling skills and retail sales forecasting and planning . We also offer a range of call center-specific training courses like controlling calls, handling angry callers and telephone debt collection.
Unlike the wide variety of off-the-peg training course material providers on the internet that wait to trap the unwary would-be trainer with generic canned courses that prioritize style over substance, our soft skills topics are carefully developed to target specific skills and mindsets using hands-on immersive learning and innovative training models.
All our training materials and courseware packages are designed and developed with both trainers and trainees in mind, and have been tried and tested on the job to ensure their successful delivery by trainers of all types, from frontline employees and first-timers to senior management and training professionals alike.
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