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