This document provides training on key steps in the retail sales process: greeting customers, engaging in conversation to understand their needs, building a relationship through learning about their goals and concerns, demonstrating product knowledge, ensuring equal understanding, following sales procedures, properly closing the sale, and following up with customers. The training emphasizes friendly greetings, active listening, matching products to customer needs rather than overselling, and maintaining customer relationships over time through thank you notes, referrals, and remembering past purchases.

1. REATAIL TRAINING..
SALES TRAINER : Oday
ghaly
Course #1

2. WHAT DOES A SALE ENTAIL..?
 Greeting .
There are so many
steps to processing a  Conversation.
customer through the
store . No two  Relationship.
customers are the  Product knowledge.
same different needs &
wants always keep us  Equal understanding.
in toes . Your job is to
deliver each customer  Procedure.
in out store with an
enjoyable & informative  Close.
visit .  Follow up.
Rock N’Read as a
company prides it’s self
on customer service !

3. GREETING..
GOOD BAD
 Say hi with good way  Looking at the
of smiling . customer & giving
 Do eye contact with them the look of (
the customer .
why now ) or the
 Give them full cold shoulder.
attention .
 Give them the space  Saying “Hi” & then
to look. looking back down
 Try to take the best at what you were
shot to offer your doing .
help.

4. CONVERSATION..
 Ali: “ hey how you doing ?”
 Customer:”I’m just looking!”
 (wait tell they walk to the suit section)
 Ali:”looking for a new suit ? I bet you’re a size 50 .”
 Customer:”yeah,I have interview by tomorrow ,and I need a
new outfit ,they all look the same ..why are the prices are
different .?
 Ali : let me ask you first , what kind a job you are applying
for.?”
 Customer : a brand manager for medical equipment
company.
 Ali : wow I just got your need ..here let me fit you to the
proper size & then we will pick the best one for you.”
What was accomplished in the conversation.?

5. RELATIONSHIP ..
You need to sort out the puzzle pieces that are going to
help you make the sale !
Wants
 Concerns
 Goals
 Strengths
 Price Range
 Needs

6. PRODUCT KNOWLEDGE…
 What do you have .?  You are most peoples
 How much does the mentor !
customer need to  How much time do
know ? you have ?
 How much do we  Are you the most
know about our informed person right
product.? now to explain that ?
 Ask your self , is this  What else can I tell
person going to have this customer to make
the strength and it easier for them ?
knowledge to have
this product make
their riding more

7. EQUAL UNDERSTANDING..
 Customers hate a ( know it all !!) there is nothing
worse than walking into a retail store & walking
out feeling like you are old or an idiot.
 Try to always match a customers wants. Just
because you would rather be selling suit’s all day
does not mean that when the guy who wants to
buy a shirt should get less information than the
suit guy.
 Do not over sell just because you can. no one is
satisfied with buying the “top of the line product "if
when they get home they find out it’s to
complicated & has a bunch of features they
don’t even need .

8. PROCEDURE ..
 Ringing up at the  Act with confidence,
register. you know what your
 Taking money. doing.
 Warranties.  Information ,give
 Policies. them guides &
make it look like it’s
 Owners manual. your job to do it.
 Paperwork.  Do not drop the ball.
 Promises.

9. CLOSE ..
 Do not ignore  Always
people. acknowledge
 Pick up the phone. people.
 Help other people.  Ask if they don’t
 Walk away. mind.
 Hand off the sale to  Explain what you
another sales are doing &why.
person.  Ask if they need
anything else.

10. FOLLOW UP ..
There is no better  Thank you cards.
customer service
moment, than when  Keeping promises.
someone comes in &  Email.
you remember selling
them a suit for his  Phone call.
engagement 6 months
ago .  Referrals.
Walking up to them &
saying ,”how was your
engagement ,any
wedding arrangement
soon ?