Effective Retailing
Our Effective Retailing course will help you build your client relationship. The course looks at building the customer journey, understanding your role with the customer, research and establishing the client need map, establishing rapport, benefits and product features, handling concerns and back to reception.
Effective Retailing course content
Step 1: The Customer Journey
- What do they want and how do they want to feel (role reversal)
- What relationship do we want with them?
- How do we need to behave to make our relationship with them work in that way?
- Use of closed and open ended questions to
Understanding our role with the customer:
- Understanding the position and role of each person in the team for the best customer journey.
- Providing the cues for the customer to understand what we will be delivering for them.
- The team put in place what they would want each contact point with the customer to say and do.
Step 2: Research and establish the Client Need Map
- Establishing the client's needs
- Style of questioning
- Role play
- Formal versus informal
- Style of note taking
- Different styles of questioning - establishing what's right for you and then holding that image in your head (doctor, nurse, parent, police, boss .....)
Step 3: Establishing Rapport
- Establishing your credibility through listening and questioning - role play exercises
- Over vs under talking
- Discover customer and therapists profiles - signs for personalities (what works / what to avoid)
- Honesty - recommend the services and products you believe in back up these with the benefits of each product to set the client at ease
- The Correct Order - sell yourself, sell the spa, sell the service and product -all gently
- Discuss price and value honestly from their perspective
- Sell Slowly - it is more important to winthe client's respect and have them as a repeat, loyal client than to sell them your entire line and never see them
Step 4: Benefits, product features
- Giving the right level of information of the product benefits
- USP's - stating them from the customers perspective
- Individualising the solutions
Step 5: Handling Concerns
- Genuine concerns
- Genuine feedback
- Prioritising in terms of time / money / other
Step 6: Back to reception
- Helpful language
- Not making it feel rushed
- Teamwork
- Merchandising and samples
Locations
We will visit you are your Salon or Spa for 1 full day. A further half dat visit will also be scheduled to follow up at a convenient day for you.
Other courses interest
Customer services and Complaints
Enquiry handling
Effective appointments