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An introduction to sales & services
Objective
Understand how to create a shopping experience that builds customer loyalty.
Content
Introduction
- Understand the standards of quality service, and how service impacts sales
- Understand the concept of internal and external customers
- Explain the importance and economic value of customer loyalty
- Identify the elements that represent customer profiles and demographics, needs and wants
- Understand the various selling and service models, and how they impact customer satisfaction
Managing Sales and Service
- Understand the elements of managing sales and service
- Learn effective methods for floor management, such as modeling sales and service behaviors and evaluating selling and service activities
- Learn how to increase high-value sales and service activities that produce results
- Understand the manager’s role in staffing, and how staffing impacts the customer’s experience
- Understand how to proactively respond to situations impacting the customer
Measuring Sales and Service Performance
- Learn the importance of tracking service and sales activities and results
- Understand how sales and service are measured
- Learn methods for communicating sales and service results
- Understand how to use performance metrics to surface opportunities and find solutions for driving sales and service