1) The document outlines preparation steps for sales success, including knowing your business, competitors, customers, and maintaining a positive mindset. 2) It emphasizes building relationships with multiple customer contacts to ensure business continuity. Learning personal details about customers helps retain them long-term. 3) Customer Excellence is a framework for customer-focused service delivery through skills development, continuous improvement, and accreditation. It aims to make customers the heart of public services.

1. 1st May 2012
.Preparation Modules
.Back-Up Customers
.Customer Excellence
.Creative Thinking
.Merryland Outing
.Outlook @ Home

2. Retail Around The World
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3. 1st Module
Prepare for Sales Success
“ We start our selling process with preparation “
All professionals prepare properly and our routine
is no exception, preparation is an in depth endeavor, one
has to be mentally prepared, physically prepared, be well
groomed, have the surroundings aesthetically
prepared and have a general game plan.
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4. Preparation Steps
Always know your business inside and out, make it your
business to know stock status, available delivery times and
advertising schedules and promotions.
Create an atmosphere that your store is having the biggest
sale of the year, make sure that your store reflects the
event, look busy and successful.
Make sure to display any awards, mementos of achievement
and testimonial letters that allow customers to see the
true professional they are dealing with.
Know your competition and all of their strengths and
weaknesses, know your industry and all of the
corresponding product information.
When you know more than anyone else, there is really no need
for a customer to shop anywhere else.
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5. Remain upbeat and be in a positive state of mind, let your
customers know that you have made many sales
already today, the confident aura with which you carry
yourself will go a long way towards creating the
right atmosphere.
“This is the place to buy your product”
Should be written all over your FACE
Always use proper and friendly body language;
how you look, stand and act are windows to
the Soul, make sure you let your customers
know that you are not hiding anything
or lying to them.
You should know your customer and be able to
relate to them, this may vary in different
Neighborhoods, get in touch with your
community and know the type of
customers that live there.
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6. Always be prepared with the proper sales ads, price sheets,
costs and product information at hand
Looking and acting organized makes a difference to the
customer.
Keep all of these points
in mind when preparing to take a customer
A customer picks up on everything, it is a known fact
that a customer makes their decision on whether
they are at the place they are going
to buy in the first two minutes.
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7. Sales and Marketplace
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8. 20 Sales Hunting Tips
3-Back-Up Your Customers
Don't allow your relationships with your customers to be
focused on only one or two people, by doing so,
you may put your business at risk if the people you deal
with should happen to change positions.
For your biggest customers, make sure you have multiple
contacts and take the time to get to know all of them
Then . . .
You will be prepared if a contact should leave or
be promoted
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9. 4-Learn About the Customer
Every time you're with a customer, make a point to learn
something personal and professional about them
Don't allow your time together to be so focused on the
immediate business opportunity that you forget to
gather some additional, long term information.
It's this data that will help you retain the customer, and the
longer you have a customer, the more likely they will be to
refer you to others.
When you're gathering information about the person,
look for items that are of common interest to you
because they will help you propel the business
relationship to the next level
Keep a record of this important data for future reference.
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10. Customer Excellence
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11. Our society wants public services for all that are efficient,
effective, excellent, equitable and empowering,
with the customers always and everywhere at the
heart of public service provision
With this in mind Customer Service Excellence was
developed to offer public services a practical tool for
driving customer focused change within their organization
How does it work?
Customer Service Excellence is designed to
operate on three distinct levels;
1-As a skills development tool
2-As a driver of continuous improvement
3-As an independent validation of achievement
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12. 1-As a skills development tool
By allowing individuals and teams within the
organization to explore and acquire new
skills in the area of customer focus and customer
engagement, thus building their capacity
for delivering improved services
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13. 2-As a driver of continuous improvement
By allowing organizations to self-assess their
capability, using their self assessment
tool, in relation to customer-focused service
delivery, identifying areas and
methods for improvement
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14. 3-As an independent validation of achievement
By allowing organizations to seek formal
accreditation to the Customer Service Excellence
standard, demonstrate their competence,
identify key areas for improvement
and celebrate their success
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15. Creativity
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16. What is Creative Thinking?
Have you ever had an amazing idea that just seems
to be the ideal solution to a problem?
Have anyone ever told you that you are amazing
when you have shared an idea?
Have you ever solved a problem that nobody
else could solve?
If you answered
“YES”
to any of these questions, then chances are you
already know what creative thinking is.
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17. Thinking, in general, is a process. It is natural,
we all do it and it usually is not something we
spend a lot of time perfecting; however,
in some cases, the ability to be a
CREATIVE THINKER is important.
Creative thinking is all about being able to come
up with ideas and thoughts that are not something
the average person would come up with,
creative thinking can be defined as thinking
outside the box, which means thinking
beyond the normal scope.
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18. When a person develops their creative thinking
abilities, they will find they can come up
with ideas quickly, they will likely find that they
think differently then others and come up
with ideas that are not at all like others.
A creative thinker is someone great to have around
because they will be able to give multiple ideas
at a time, they will not give up easily and they
will be a great contributor to a problem
solving situation. 18

19. About us
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20. Merryland Store
Team Outing
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21. Media
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22. Recommended Videos
Video Name
Marvel's The Avengers
Video Category
Entertainment
Video URL
http://www.youtube.com/watch?v=eOrNdBpGMv8&ob=av3n
Recommended By
Ahmed Salah-Safar
Roxy Store 22

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