Here is the 1st part of the Retail Relationship Workshop that we have developed. Its already getting fantastic results. If you would like it delivering please get in touch.

1. Improving Retail Customer Engagement
Part I
C
onnection
Relationship
C
onversation
C
om
posure
C
om
m
itm
ent
Retail
Relationships

2. – Dale Carnegie
“To be interesting, you
must first be interested.”
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3. Course Objective:
Business Objective:
To learn and practice a
simple, tried and tested
methodology for improving
retail customer engagement.
To increase current conversion
levels to over 15%.
To provide a remarkable
customer experience.
To increase repeat business.
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4. Retail Relationships Methodology
C
onnection
Relationship
C
onversation
C
om
posure
C
om
m
itm
ent
4

5. Day One:
1. Connection
!
Learn the mindset & attitude required to
genuinely connect with your customer and
their story.
Discover how to start an authentic, engaging
dialogue that immediately starts to build a
relationship with your customer.
Understand the importance of confident body
language, posture, eye contact etc when
approaching your customer.
2. Conversation
!
Practice interacting and exploring with your
customer using different questioning techniques.
Learn how to listen to, gauge and even sense a
response from your customer.
Discover how to respond to your customer
based on what you’ve just heard or observed.
Learn how to move the conversation from
exploring to purchasing.
5

6. Why are relationships so important in
retail?
6

7. Retail Relationships Methodology
C
onnection
Relationship
C
onversation
C
om
posure
C
om
m
itm
ent
7

8. Connection
Getting into the relationships mindset
Ask yourself:
!
Who are your customers?
What’s their background?
What job might they have?
Why are they here?
How did they get here?
What’s their story today?
!
What else would be useful to think about?
!
C
C
C
YOU
8

9. When building relationships why is
asking questions so important?
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10. CYOU
Connection
Preparing for an authentic first contact!
Be ready to ask about:
!
Their clothing
Their footwear
Their accessories
Their hairstyle
Where they’ve already shopped
The weather outside
Their children
Their taste in music
How come they’re off today
What brings them into London today
!
Tip: Pick the things that interest you.
!
What else could you ask about?
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11. YOU
Connection
Are you ready?
Posture
Eye contact
Smile
Confident attitude
Body language
Approach
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12. What will you try out or do differently
now?
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13. Retail Relationships Methodology
C
onnection
Relationship
C
onversation
C
om
posure
C
om
m
itm
ent
13

14. Conversation
Asking questions that help you connect
CYOU
Examples of open questions:
!
!
!
Examples of closed questions:
!
!
!
Examples of probing questions:
!
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15. What is active listening and how can it
be used to build relationships?
15

16. Conversation
How do you actively listen to their responses?
C
Step one: Observe
!
Listen out for hooks and watch for behaviours
!
Tip: This will require you to ‘sharpen your senses’
I’m
interested
I’m not
interested
Go
away
I’m
distracted
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17. Conversation
How do you actively listen to their responses?
CYOU
Your customer will sense that you are genuinely
listening and interested in them.
Step two: Respond
!
SHOW you are really listening and observing by:
!
a) Asking questions based on what you just heard
!
b) Responding appropriately to what they say
!
c) Responding to how they speak
!
d) Responding appropriately to what they do
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18. Conversation
Knowing how to move things in the right direction
Chose the right moment to
steer the conversation towards
purchasing
Is there a link between what
you’ve talked about and what’s
in your store
“So, what brings you into our
store today?”
!
“I noticed that you we’re looking
at one of our…”
!
“Are you looking for something
specific today?”
!
“Earlier you mentioned…”
Dig around a little more by
asking further probing
questions.
!
Make sure they are relevant to
what you just found out.
!
This will help narrow down
purchasing options.
ThinkAsk
Q
What else can you ask at this point?
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19. What will you try out or do differently
now?
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