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720 Burnhamthorpe Road West Unit 3, Mississauga Ontario 905-461-3035
Tuition
$1858.40 +hst
Course Type
Workshop (22hrs)
Start Date
Course Details

The retail climate is undergoing a seismic shift since COVID-19.

Now more than ever, small retailers need to be able to deliver real value to their customers in an industry that is shifting into tech. By focusing on the in-person shopping experience that give brick-and-mortar stores it’s real advantages you will learn strategies and scripts that will transform the way you conduct customer interactions and bring immediate results.

 

Download Course Brochure: Foundational Customer Service & Retail Training – All Sectors


What you will learn

This course is designed to help anyone who works directly with customers on the front line to achieve the necessary skills to deliver an exceptional shopping experience. Learn the scripts and systems to achieve sales success.

Key Objectives

  • Create exceptional customer experiences
  • Master cross-generational and cross-personality selling
  • Sell more in-store
  • Increase your average ticket price
  • Banish sales-killing habits on the floor
  • Learn to overcome objections
  • See your close rates soar

Strategies to Overcome

  • Destroying your own margins with discounts and door-crashers
  • Showrooming & other side effects of online shopping
  • Employees being product knowledge robots instead of trusted advisors
  • Clerking and hiding behind the counter because of low sales motivation
  • Knowing you need to change to survive, but not knowing where to start
Areas of Study
  • Introduction 
  • Practicing Through Role Play 
  • Focusing Your Attention to Listen to a Customer
  • Focusing to Not Make Assumptions
  • Active Listening
  • The Greeting
  • Attitude 
  • Speed
  • Good Words
  • Dealing with the Hell Zone 
  • Answering the Phone
  • Interactive Phone Call Quiz
  • Repetition
  • Windows of Contact
  • Noticing and Asking 
  • How to Share
  • Combining Common Mistakes with Windows of Contact
  • Knowing When to Approach Again After Greeting
  • The Store Tour 
  • Your Question 
  • Presenting Features and Benefits
  • Top Down Selling
  • Using Negatives to Make The Sale
  • Removing Customer Fear Closing, Adding on, and Upselling
  • How to Finish the Sale Sales
  • Next Steps

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