1. If you have 8 or more personnel, we could conduct this session at your
premises…..
Intensive in‐House Training on:
‘Retail Selling &
Customer Service Skills’!
(Retail in Detail!)
@ your Premises or Venue
Equip you Sales Team now…ahead of others!
This Retail Selling & Customer Service Skills Program-
‘Retail in Detail’ is a very comprehensive workshop, covering
each step of the Retail Sales Process & crucial Customer Service
Skills in detail, and is aimed at all retail sales/counter, customer
service & shop floor staff, supervisors/team leaders & their
managers!
See: www.RetailSalesTraining.in, www.SalesTrainingIndia.com,
www.Sales-Training.in for comments from past participants
This program is a must for all Retail Sales/Counter, Customer Service &
Shop Floor staff, Supervisors/Team leaders & their Managers who are
keen on creating a retailing experience that is enjoyable by encouraging
customers to return in the future!
Contents of the Program
 Developing the right attitude/mental preparation/personality
 P-E-R-S-O-N-A-L S-K-I-L-L-S- Business Etiquette/ Personal Grooming
-Personal Hygiene
-First Impressions
-Dressing 4Success!
 Business Etiquette
-Introducing Self & Others/ Greeting
People/ Handshaking
-Rank, Status, Titles & Forms of address
 Attributes of a Professional Retail Sales Person
 The buying /Sales Process
 How & Why people buy
 What makes someone buy from a particular Salesperson/Company?
 Understanding & Identifying different buyer types & consumer lifestyles!

2.  Special characteristics that distinguishes retailing from other types of
business!
 What makes retail shoppers tick!
 Components of a great retail image! Attraction factors- attracting
customers to the store!
 The S-A-L-E Strategy- Separating the ‘real buyers’ from the ‘just
lookers’
-Stop
-Ask
-Listen
-Empathize, Enthuse, Explain & Engage!
 The G-U-E-S-T Plan to Selling!
-Greeting Customers (First & positive impressions!
establishing trust & value!)
-Uncovering needs (Understanding & fulfilling the needs)
-Explaining the product/service/Painting a mental picture!
(Selling benefits)
-Solving customer concerns/objections
-Techniques to help the customer to ‘buy’…because people,
hate being sold!
 Selling to the opposite sex!
 Maximizing sales opportunities (Add-on selling, Up selling & Cross
selling)
 Customer Follow up/ Referrals etc
 Why retail sales are lost –And how to avoid them!
 Tactics to avoid common customer complaints about retailers!
 Understanding the Customer Cycle-Present, Potential, and Lost
Customers
 Are ‘Nice Customers’ ruining YOUR business?
 A Complaint is a gift!! Welcome it!
 Why ‘Nice’ customers don’t complain-they just move away!
 Encouraging Complaints & empowering frontline to take care of them.
 What do your Customers want? What do they expect when they
complain or have a problem.
 A Process for Handling Complaints/Angry customers.
 Understanding the ‘LIFE TIME VALUE’ of Customers!
 The C-A-R-E Principle!
 A Six-Step Approach for close attention to customer service that will
help keep the retailer’s eye on the consumer, to create an enjoyable
experience and help the customer return!
 A Master Plan for Success!
How the course works:
The approach used would be more of a SEE & REMEMBER, along with
DO & UNDERSTAND, using audio-visuals, video clippings, exercises &
role-plays.
Several videos related to the Retail sector at various stages would be
shown to reinstate the above points.
Participants are provided a full understanding of both the buying & selling

3. processes together with overall moulding them into a Customer friendly team
while stressing the importance of being well organized. Over the period of the
course participants work through the 6 step sales process, practicing the skills
at each stage, so that their selling skills are developed & reinforced. During
the course they work on selling their Products/ Services, making the role-plays
realistic & practical
OTHER TRAINING PROGRAMS BY OUR GROUP:
 Professional Selling Skills
 Lifetime Value of Customers! (Effective Complaints Handling &
Customer Retention Skills)
 Business ‘Etiquette & Personal Grooming’
 Retail Sales Training (Automobile/ Jewelry/ Electric Appliances/
Clothing/Arts & Crafts/ Mega Stores etc)
 Professional Tele-Marketing/Tele-Calling Skills
 Effective Negotiation Skills
 Powerful Presentation Skills
 Effective Communication Skills
 Professional Help Desk Skills
 Effective Customer Service Skills
 Managerial Skills for Sales Managers
 Problem Solving & Decision Making Skills
 Effective Time Management
 Teamwork & Teambuilding
 P.R.I.D.E- Personal Responsibility In Delivering Excellence!
You can’t afford to wait any longer!
Call: (091-44) 4353 1000,
24 Hrs Hotline: (+91) 9840099899
Email: Training@RetailSalesTraining.in, Training@SalesTrainingIndia.com
Websites: www.RetailSalesTraining.in, www.SalesTrainingIndia.Com,
www.EtiquetteWorks.in, www.FirstContactAcademy.com, www.CollectionSkills.com,
www.ManualPreparation.com
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