This is part 2 of the Retail Relationship Workshop.

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

2. – Walt Disney
“Do what you do so well
that they will want to see it
again, and bring their
friends.”
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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.
3

4. Retail Relationships Methodology
C
onnection
Relationship
C
onversation
C
om
posure
C
om
m
itm
ent
4

5. Day Two:
3. Composure
!
Learn how to keep a customer spending in
your store based on the relationship you have
built with them.
Understand how to keep your connection with
them to explore other purchase options.
Practice handling difficult behaviours from a
customer who is disappointed, complaining
etc
4. Commitment
!
Learn how to keep chatting and stay engaged
throughout the purchase process.
Explore ways of inviting customers back to your
store.
Discover different ways to collect customer
contact details to continue the customer
experience.
5

6. Retail Relationships Methodology
C
onnection
Relationship
C
onversation
C
om
posure
C
om
m
itm
ent
6

7. What does ‘staying present’ mean to
you?
7

8. Composure
Stay present and keep them spending
What options do you have to keep a customer spending?
!
Anything else that catches their eye?
What else suits them?
What else matches?
Popular items?
Special offers?
Birthday presents?
Treating themselves?
An occasion coming up?
Pay day?
!
What what other suggestions could you use?
!
Tip: Remember to use the hooks you’ve already heard.
8
C
Keep ‘em spendingThey want item

9. What is empathy and why is it a key
part of retail relationships?
9

10. Composure
Keep exploring to open up other purchase options
10
Don’t have in stock
They don't want item
C
C
Empathy response
and
Explore other options
and/or
Find alternatives
(e.g online)
Explore other options
and/or
Back to conversation
and/or
More probing questions
& active listening
Tip: Maintain the relationship first, then keep the sale.

11. Composure
How would you deal with these behaviours?
11
Complaining
Disappointed
C
C
What other behaviours might you experience in your store?
Distracted
C
In a rush
C

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. Commitment
Keep interested, even during the payment process
C YOU
Once all the selections have been made, keep
showing an interest in the customer.
!
Refer back to your common ground, or revisit the
things that interested them the most.
!
Remember to take their details so that you can
offer them more of what interests them.
!
Invite them back into the store for a reason that is
relevant to them.
14
££

15. What will you try out or do differently
now?
15

16. Improving Retail Customer Engagement
C
onnection
Relationship
C
onversation
C
om
posure
C
om
m
itm
ent
Retail
Relationships
Thanks for attending
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e’d
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