Retailing Smarts: Leader’s Guide: Providing Personalized Customer Service

Course Outline

Duration: 1 Day

Description: It's simple… Better prepared sales associates sell more products. Help your employees provide outstanding service to customers with this easy-to-use trainer's guide. Includes engaging exercises and memorable tips to strengthen key competencies identified in the national retail skills standards: determine customer needs, build the sale, and close the sale. Designed to complement select lessons covered in Workbooks 1-4 of the Retailing Smarts Series.

Course Contents:

Preparation Tips

Get to Know Your Customer (Workbook 1)

• Greet Customers in a Winning Way
• Determine Customers’ Needs

Meet Your Customers’ Needs (Workbook 2)

• Inform Customers of Additional Services
• Balance Your Service to In-Store and Phone Customers
  
  

Build a Continuing Relationship (Workbook 3)

• Know Your Company’s Return Policy
• Handle Customer Complaints Graciously
  
  

Go the Extra Mile (Workbook 4)

• Conduct Customer Follow-Up
• Maintain Key Information on Customers