Client service and selling in the shop

Seminar-training

Goal

Obtain communication skills oriented towards service and selling
Understand the role and goals of client service, the significance of etiquette in talking with the clients
Master and improve the structure of the selling conversation with the client. Improve additional selling skills
Understand the reasons why clients are unsatisfied and to understand what they expect from an employee. Learn to recognize the "difficult" client
To master methods for conflict resolution and stress management
Obtain motivation, conviction of one’s ability, consolidate the obtained knowledge in independent work
To know one’s skills, advantages and potential in talks with the clients

Target audience – up to 12 participants in the group

Methods

Seminar – training with active involvement of the participants, discussions and exchange of experience
Role playing – video training, situation modeling, playing out situations, analysis, feedback
Practical exercises. Individual and group work
Assertiveness training
The participants retain the seminar materials
Prior to the seminar – questionnaires, creation of situations for the video training – maximally close to reality. If necessary, after the seminar – feedback and recommendations

Time – 2 days

Content

Goals and motivation

The declared and hidden (the expected attitude) goals and motives of the client, their discovery
The goals and results of communication. Employee goals and motivation
Attitude towards the clients. Ways of expressing attitude. The conflictual attitude
Client typologies

Arrogant, snobbish, prestigious client types. Vulgar, aggressive
Clients in a hurry – talkative clients, "time thieves"
Specialists in the field, with knowledge of the product – unsure, with no knowledge of the product
Pragmatics, practics. Clients that like to haggle
How to work with a family, several clients
Structure of the conversation with the client

Preparation for the conversation. Business standard, etiquette. Appearance

Etiquette in working with clients in a shop and its significance

Meeting the client. Establishing contact. Beginning of the conversation. Listening to the initial information

The verbal and non-verbal language of the client. The skill of adapting to the client
How to begin a conversation with the client? Possible variants. International experience

Finding out the interests and needs of the client. Questions. Their influence on the client. Active listening
Offering solutions. Possible alternatives. Argumentation and choice of arguments. Promises and their fulfillment. Agreements with the client
Solutions if the required product is not there
Additional selling
Work with objections. Causes of objections. Methods of rebutting objections
Directing towards a decision. Conclusion of the conversation
An insight into conflictology and stress management
Video training, situation modeling, role playing – communication oriented towards service and selling. Feedback

Trainers – Kaspars Savickis or Vita Gulberga