Solution Selling for Retail Sales Associates Instructor Led Class
Provides a solid foundation for solution selling and customer interaction.
Target Audience
- New hires to retail stores
- Selling staff who need a better understanding of effective sales techniques
- Retail store managers
Class Objectives
- Understand how to maximize customer interaction
- Improve ability to cross sell and up sell
Course Contents
Overview
- Solution selling - a dynamic and effective way to sell
- Sales consultant - your value to the store
- Customers - what they value
- What a customer values
- The seven steps of the sales process
Greet
- First impressions count
- Acknowledging the customer
- When to engage the customer
- How to engage the customer
- Opening lines
- Working with more than one customer
Question
- Transition the sale
- Using both types of questions - open and closed
- Logical flow
Listen
- Effective listening
- Paraphrasing
- Summarizing
Solve
- Understanding needs and values
- Matching needs and values
- Offering the customer additional products
- Selecting additional products (add-ons)
Present
- Presenting
- Creating the solution
- Increasing desire for ownership
- Comparing products
- Introducing additional products
- Add on opportunities
- Adding on to close the sale
- Introducing value added services
Resolve
- Objections
- Most common objections
- Step one: listen to the customer
- Step two: acknowledge the customer's objection
- Step three: answer the question with a question
- Step four: clarify the features and benefits
- Dealing with specific objections
- Requests for a discount
Close
- Recognizing buying signals
- Acting on buying signals
- Close variations and types
- Validating the purchase
- The final stage
Customer Complaints
- Customer complaints - a blessing in disguise
- 5 steps to dealing with a complaint
- Benefits of customer complaints
Telephone Skills
- Answering the telephone
- Taking a message
- Placing a call on hold
- Returning a call
- Making an outgoing call
- Dealing with complaints over the telephone
Training Formats
- Instructor led classes
- E-learning
