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

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.

Duration: One day

Table Of 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

More Information
Classroom Materials and Supplies
Training Basics for New Trainers
Crisp Publications Resources