What Customers Really Want

• Uncovering your Customers' Hierarchy of Needs
• Understanding the Customer Decision Making Process
• Why People Buy?

Helping Browsers Becoming Buyers

• The Three Fold Process
• The New Role of the Retail Sales People
• First Impressions
• Verbal and Non Verbal Responses in Sales
• Probing and Opening
• Supporting Customers Needs
• Closing
• Handling Customer Indifference and Attitudes
• Handling Objections
• True Relationship Selling

Sales Strategies

• Fatal Errors
• An Excellent Sales Approach
• The Seven Secrets of Selling
• Sales Strategies that Fail
• The Importance of Words

Creating Rapport through Customer Communication

• Body Language in Communication
• Active Listening Skills
• Dealing with Difficult Customers
• Retail Phone Communication
• Relationship Selling

Customer Service Excellence in Retail

• Customer Service Core Competencies
• Handling Customers Complaints
• Why People Switch Service Providers
• The Before and After Customer Service
• Developing a Customer Retention Program

Field Visit to Evaluate Retail Sales Performance

• Preparing a Store Audit Report Form
• Evaluating the Sales Service Encounter
• Preparing a Performance Dashboard for the Store

Merchandising for the Ideal Customer Experience

• Store Environment and Atmosphere
• Dynamic Store Elements
• Primary and Secondary Displays
• Space Allocation
• The Retail Promotion Mix
• Important Retail Metrics