Workshop Objectives:
· Instill an empathy-driven mindset and behavior
· Refine customer service for luxury retail through designing an unforgettable in-store customer experience with an eye for details
· Connect with customers through empathy, passion and professionalism (confidence)
· Communication strategy to keep customer loyalty
Training Methodology:
Theory with discussions and presentations, audio-visual aids, role-play, scripting and experiential activities
Day 1
Module 1: Building a Customer-focused Culture
- Service from the Mind & Heart
- Mindset, Skillset & Toolset
Module 2: 5 Elements of Customer Service
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness
Module 3: The Golden Rule vs. The Platinum Rule
Briefly the 4 key personality types
- Keys to inspire and motivate employees & colleagues
- Ways to communicate and connect with customers
Module 4: Becoming the Trusted Advisor
- Build Rapport
- Ask the Right Questions
- Listening Skills
- Use Appropriate Language
- Educate and Advice
Module 5: Strategies to Generate More Revenue
- Finding Prospects
- Increasing Conversion Rate
- Frequency of Sale
- Average Dollar Sale
- Margin
Day 2
Module 6: Luxury Selling
- Different Types of Luxury Buyers
- Passion + Professionalism
- Telling your Brand Story
- History & Heritage
- Upselling
- Features vs. Advantages/ Benefits
Module 7: Build Relationships
- Capture Information
- Outreach
- Loyalty
- Maintenance
- Growth
Module 8: Create a Selling Ceremony
- Initial Contact
- The Greeting
- The Introduction
- Inquiry
- Styling
- The Offering
- Confirming the Sale
- Adding on
- Finalizing the Sale
- Exit
Module 9: Service Recovery
- Common Complaints
- Customer Expectations
- Process Improvement
- Employee Attitude
- Recovery procedures
- Preventive measures
Module 10: Continuous Improvement
- Focus on process, not just the goals
- Plan and track activities
- Share Best Practices
- Seeking Feedback
- Measure progress / outcomes
Action Plan
- Actual workable plan for immediate implementation
Evaluation