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Retail Sales Course Outline

Level 1:

Sell ’em Something

01. Introduction to Selling
Welcome
Overview
Logical Order
The Process
Give it a Go

02. Getting Prepared
Introduction
Product Knowledge
Personal Presentation
Store & Individual Budgets

03. Opening the Sale
Introduction
First Impressions
Not Judging by Appearance
Acknowledging & Greeting
Personal Space
The Fly-by Technique
Opening Lines
Moving to Business
Your Company Example
04. Uncovering Needs
Introduction
Open Ended Questions
Logical Sequence
Building Trust
Introducing Yourself
Your Company Example

05. Demonstration
Introduction
Value
Getting the Customer Involved
Taking the Customer to the Product
Your Company Example

06. Closing the Sale
Introduction
Why we Don't Close
Buying Signals
The Take-it Close
The Either/Or Close
Your Company Example
07. Confirming the Sale
Introduction
Reassuring the Customer
Getting Customer Details
Encouraging Return Visits
After Sales Follow up
Your Company Example

08. Final Quiz
Quiz

Level 2:

Sell ’em More

01. Getting Prepared
Welcome
Overview
Born to Sell
Intent and Desire
Product Knowledge
Knowing Your Competitors
Congregating on the Floor

02. Opening the Sale
Introduction
Knowing Your Customer
Gender Differences
Understanding Male Customers
Understanding Female Customers
Store Security
Using Compliments
The Merchandise Approach
The Very Resistant Customer
Your Company Example

03. Uncovering Needs
Introduction
Goals of Uncovering Needs
Not Correcting the Customer
Supportive Responses
Other Payment Options
Your Company Example
04. Demonstration
Introduction
Moving From Uncovering Needs
FAB's
Creating Desire
Techno-talk
Testing the Water
Your Company Example

05. Handling Objections
Introduction
Why Customers Object
Dealing With Objections
Off Track Customers
Your Company Example

06. Adding On
Introduction
Benefits of Add-ons
When to Add On
What to Add On
How to Add On
No-brainer Add-ons
Your Company Example
07. Closing the Sale
Introduction
The Commitment Question
The Third-Party Close
The Penalty Close
Your Company Example

08. Confirmation & Follow-up
Introduction
Cementing the Sale
Buyer's Remorse
Follow-up
Phone Etiquette
Your Company Example

09. Final Quiz
Quiz
Level 3:

Sell it Faster

01. Getting Prepared
Welcome
Overview
Body Language
Your own Body Language
Customer Body language
Negative Signals
Prices by Memory

02. Opening the Sale
Introduction
Personality Types
The Driver
The Expressive
The Amiable
The Analytical
Welcoming Back
Change-over
Assisting Multiple Customers
Changes When it's Busy
Signals Customers Need Help
Your Company Example

03. Uncovering Needs
Introduction
Communication Styles
The Extra Mile
Selling Alternatives
Your Company Example
04. Demonstration
Introduction
FAB's
Emotional Attachment
Recommendations
The Expert Friend
Your Company Example

05. Handling Objections
Introduction
Discovery Questions
Price Objections
Value Objections
Feel Felt Found
Your Company Example

06. Adding On
Introduction
Enhancing Add-ons
Introducing Promotions
Your Company Example
07. Closing the Sale
When Customers Won't buy
Personal Trade
Wrap-up
Your Company Example

08. Final Quiz
Quiz

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