Advanced Customer Service & Sales
Deliver service that exceeds customers’ expectations.
When you sell customers products they truly want and need — and suggest add-on items that they may not have realized they need — that’s exceptional service that increases sales. This course teaches you to provide a high level of service that leads to loyal buyers who return to your store again and again.
Audience: Employees
Subject: Customer Service & Sales
Course Topics:
- Great Service, Real Results
- Defining Customer Service
- Dealing With Customer Personalities
- Defining the Customer Experience
- Elements of Customer Service
- Delivering World-Class Service
- Basic Philosophy of Retail Selling
- What You’re Selling
- The Selling Process
- Greeting
- Researching
- Experimenting & Closing
- Add-Ons
- Tethering
After completing this course, employees should be able to:
- Identify different customer personalities and how best to serve them.
- Recognize the touch points that define the customer experience.
- Explain how the elements of customer service create the overall shopper experience.
- Describe the differences between ordinary and world-class service.
- Define key principles of retail sales.
- Demonstrate the suggestive selling process.
- Outline how to close the sale.
- Course topics: 2.25 hours
- Course test: 35 minutes
Desktop, laptop, or tablet
