Course Content

• ways to engage the customer and create the best first impression
• the buyers decision making process and what customers want from the retail sales person
• listening and questioning skills
• understanding need
• presenting features, functions and benefits
• handling objections
• how to recognize buying signals
• closing the sale
• creating an excellent lasting impression
• Spaza/house shops.
• Independent stores.
• Chain stores.
• Small and Large wholesalers.
• Distribution Centers.
• Tele-marketing organizations.
• External contractors.
• Does the ERP system strengthen the company’s competitive position ? How might it erode the company’s
• competitive position ?
• Does the ERP system strengthen the company’s competitive position ? How might it erode the company’s
• competitive position ?

What you will learn

• Learn to create a great first impression.
• Learn to greet constructively & create a personal connection.
• Develop rapport & create warmth & openness.
• Learn how to deliver Gold Standard Customer Service.
• Ask effective questions to better understand client needs.
• Master active listening techniques.
• Learn to control the sale & lead a customer to becoming a buyer.
• Learn an amazingly simple and professional way of handling price
• Learn 4 effective techniques for minimizing & negating the need to discount.
• Understand sales psychology such as the “The Power of YES when selling”.
• Learn how to simply ask for the sale.
• Learn to identify cross selling and upselling opportunities.
• Master effective techniques for closing without being pushy.

Requirements & who can attend

• Sales staff with no formal training or with no retail sales experience
• Staff returning to work after a career break
• Staff changing roles
• Those who need a ‘skills refresher’
• Retail sales managers
• Area divisional managers

Learn by doing

You will able to:

• Identify the essential ingredients to make successful sales
• Handle retail sales situations
• Understand the theory behind sales practice
• Communicate with customers in a positive manner
• Create a positive buying environment
• Put customer care into practice
• Close sales leaving an excellent lasting impression