IMI - International Company for Human Resources & Management Development

Selling Skills for Retail Staff

Sales are contingent upon the attitude of the salesman, not the attitude of the prospect.

William Clement Stone

Retail has long been one of the most competitive sales environments, and the competition only continues to increase. More than 50% of customers will spend more on products and services if the service was guaranteed to be first class. Expectations of customers’ are rising. They want retail sales people to take a genuine interest in what they need and to care about their buying experience.

And what does your business need? Probably higher conversion rates, increased sales and more repeat business. You need for sales people who can provide an exceptional buying experience for your customers in a way that makes your business really stand out from your competition.

This course will provide your team with skills and techniques to close more sales whilst providing great customer service.

Benefits & Added Value

  • By attending this workshop participants will:

    About selling, buying and what customers need from the retail sales person.

    How to understand a customer’s decision process and create real focus.

    Ways to engage the retail customer and connect with them to create the best impression.

    Listening and questioning skills to get a full picture of the customer’s real needs.

    To present product or service features and benefits.

    Approaches to handling objections and reassuring the customer.

    How to recognize buying signals and ‘close’ naturally.

    To create an excellent lasting impression.

  • Who Should Attend?

    This retail sales training course is perfect for companies wanting to make their people and the customer experience, a point of real difference. The training course is also relevant for new or experienced retail sales people who’d like to learn about a customer-focused sales approach and how to help customers to buy.

Program Content

  • 1. How do Customers Think?

    Why do customers buy?

    How do customers make buying decisions?

    2. Establishing Trust and Rapport:

    Creating favorable first impressions.

    Turning suspicion into trust.

    How to speak your customer's language.

    3. Uncovering Customer Needs:

    The critical importance of questions.

    How to use questions to turn problems into needs.

    4. The Art of Suggestive Selling:

    Selling with high value suggestions.

    Benefits that really sell.

    Selling additional products and services.

    5. Resolving Customer Concerns:

    Anticipating and preventing objections.

    Handling objections.

    6. Closing the Sale:

    Detecting customer buying signals.

    The closing process.

    7. Creating Loyal Customers:

    Getting the customer to return.

    Fare-welling the customer.