1. Are your Sales Personnel ready to handle Customers for the
coming Festive Season?
Equip your Sales Personnel NOW with the Skills to WIN & KEEP
Customers coming back for more!
With our
3-Day Master Program on:
‘Retail Selling & Customer Service Skills’
‘Retail in Detail’
Program suitable for
Jewellery, Automobiles, Luxury Products, Arts & Crafts, Fashion & Clothing etc
Facilitated by Leading Corporate Trainer: Gerard Assey, CMC, FInstSMM (UK) from India
(See: www.RetailSalesTraining.in, www.SalesTrainingIndia.com, www.Sales-Training.in)
This Retail Selling & Customer Service Skills Program-‘Retail in Detail’ is a
very comprehensive 3-Day workshop, covering each step of the Retail Sales Process &
crucial Customer Service Skills in detail, and is aimed at all retail sales/counter, customer
service & shop floor staff, supervisors/team leaders & their managers!
Pl see: www.RetailSalesTraining.in, www.SalesTrainingIndia.com, www.Sales-Training.in
for feedback/ comments from our past participants
As Carl Steidtmann, Director & Chief Economist of PricewatehouseCoopers, says, retailers
must be “customer-focused, not product-focused” if they are to create a retailing experience
that is enjoyable for shoppers and encourages them to return to those retailers in the future.
Close attention to customer service will help keep the retailer’s eye on the consumer.
This program is a must for all Retail Sales/Counter, Customer Service & Shop Floor staff,
Supervisors/Team leaders & their Managers who are keen on creating a retailing experience
that is enjoyable by encouraging customers to return in the future!

2. Contents of the program
v Developing the right attitude/mental preparation/personality
v P-E-R-S-O-N-A-L S-K-I-L-L-S
v Personal Grooming
-Personal Hygiene
-First Impressions
-Dressing 4Success!
v Business Etiquette
-Introducing Self & Others/ Greeting People/ Handshaking
-Rank, Status, Titles & Forms of address
v The buying /Sales Process
v How & Why people buy
v What makes someone buy from a particular Salesperson/Company? Relationship!
v Understanding & Identifying different buyer types & consumer lifestyles!
v Special characteristics that distinguishes retailing from other types of business!
v What makes retail shoppers tick!
v Components of a great retail image! Attraction factors- attracting customers to the store!
v The S-A-L-E Strategy- Separating the ‘real buyers’ from the ‘just lookers’
-Stop
-Ask
-Listen
-Empathize, Enthuse, Explain & Engage!
v The G-U-E-S-T Plan to Selling!
-Greeting Customers (First & positive impressions! establishing trust & value!)
-Uncovering needs (Understanding & fulfilling the needs)
-Explaining the product/service/Painting a mental picture! (Selling benefits)
-Solving customer concerns/objections
-Techniques to help the customer to ‘buy’…because people, hate being sold!
v Selling to the opposite sex!
v Maximizing sales opportunities (Add-on selling, Up selling & Cross selling)
v Customer Follow up/ Referrals etc
v Why retail sales are lost –And how to avoid them!
v Tactics to avoid common customer complaints about retailers!
v Factors consumers use to determine service quality
v Understanding the Customer Cycle-Present, Potential, and Lost Customers
v Are ‘Nice Customers’ ruining YOUR business?
v A Complaint is a gift!! Welcome it!
v Why ‘Nice’ customers don’t complain-they just move away!
v A Process for Handling Complaints/Angry customers.
v Understanding the ‘LIFE TIME VALUE’ of Customers!
v The C-A-R-E Principle!
v A Six-Step Approach for close attention to customer service that will help keep the
retailer’s eye on the consumer, to create an enjoyable experience and help the customer
return!
v A Master Plan for Success!

3. How the course works:
The approach used would be more of a SEE & REMEMBER, along with DO &
UNDERSTAND, using audio-visuals, video clippings, exercises & role-plays.
About 5 to 6 videos related to the Retail sector at various stages would be shown to
reinstate the above points.
Participants are provided a full understanding of both the buying & selling processes
together with overall moulding them into a Customer friendly team while stressing the
importance of being well organized. Over the period of the course participants work
through the 6 step sales process, practicing the skills at each stage, so that their selling skills
are developed & reinforced. During the course they work on selling their automobiles,
making the role-plays realistic & practical
_ Remember: The more they train, the more you gain
_____________________________________________________________________
Contact: Tel: (091-44) 43531000 (091-44) 43531300 Hotline: 94440 365(days)
24(hrs)
Email: Training@EtiquetteWorks.in,Training@SalesTrainingIndia.com,
Training@CollectionSkills.com
We service some of the top most names as Clients in India, Middle East, and Africa & SE Asia…
names and testimonials of which can be seen on the websites listed below:
Websites: www.Sales-Training.in, www.EtiquetteWorks.in, www.CollectionSkills.com, www.RetailSalesTraining.in,
www.SalesTrainingIndia.com,www.FirstContactAcademy.com, www.SalesAndMarketingRecruiter.com,
www.ManualPreparation.com