Retail selling can be very profitable - if you have the right skills for the job! 

This home study guide is not like other books you have read about sales.  It is a unique training program that will transform you, step by step, into a top salesperson and help you fulfill your dreams.

[ATTENTION - Ce guide est la version anglaise du livre "Les secrets de la vente au détail".  Il est disponible uniquement en livre électronique (eBook en format PDF). This guide is the English version of "Les secrets de la vente au détail.  It is available only as an eBook (PDF).

In the book, you will find:

• Up-to-date information. The book contains hard facts based on the observation of top salespeople at work. You will learn what distinguishes the best salespeople from all the others and what to do to obtain equally spectacular results yourself.
• Concrete, relevant examples. Unlike other books about sales, this book speaks to you, with examples chosen specially for you by a retail sales expert. You will easily see how they relate to your own work.
• How to get ready to sell. You will learn a seven-point plan for preparing yourself and your store for business. No more improvising. When the store doors open, you will be ready and motivated to sell.
• How to make your customers feel welcome. You will learn 12 principles to apply to attract customers into your store and to encourage them to buy products from you rather than from other salespeople.
• How to identify your customers' true desires. You will discover eight skills that will help you identify customer needs quickly and efficiently. No more wasting time on those maddening customers who are "just looking." You will show customers and co-workers that you are a real sales professional, even if you are just starting.
• How to present your products. You will learn eight principles to apply to get your customers excited about your merchandise and to encourage them to buy products now. No more "I'll think about it" - just better sales figures.
• How to actively close a sale. You will know how to implement the five key stages of closing a sale. No more doubts and waiting. Your customers will let you know their intentions or objections immediately, and you will be able to make slight adjustments and close more sales.
• How to build customer loyalty. You will discover six techniques for encouraging your customers to be proud of their purchases and to come back to you again and again.

You will discover how to capture the hearts and minds of your customers, get the cash register ringing, and put more money in your pocket. 

Table of contents

MODULE 1 - PASSION, TALENTS, AND DREAMS 13

• BEING, DOING, AND HAVING 14
• BEING 14
• DOING 16
  • Talent 16
  • Making a contribution 17
  • Are you in the right place? 17
  • The road to your dreams 18
• HAVING 18
  • Getting in your own way 18
  • Be adventurous 19
  • Go ahead - dream big! 20
• CONCLUSION 22

MODULE 2 - HOW TO MAKE YOUR DREAMS COME TRUE 24

• THE PANTHEON OF PERFORMANCETM, A STRUCTURED APPROACH 25
• OBJECTIVES 26
• MEANS 27
  • Material resources 27
  • Human resources 28
  • Financial resources 28
• EVALUATION 29
• FEEDBACK 31
• MOTIVATION 33
  • Pleasure or pain? 33
  • Why do you want to meet your objectives? 33
  • What happens if you don’t succeed? 34
  • How to stay motivated 34
• COMPETENCIES 39
  • Observation 39
  • Books 40
  • Courses 40
  • Coaching 40
• WORKSHEET - THE KEY TO MY DREAMS 41
• CONCLUSION 49

MODULE 3 - RETAILING 52

• OBSTACLES TO BUYING 53
  • Fear of the unknown 53
  • Need for approval 53
  • Fear of being cheated 54
  • Uncertainty about your competence 54
  • How to reassure your customers 54
• THE IMPORTANCE OF CUSTOMERS 55
  • A customer’s value 55
  • How much are your customers worth? 56
  • What customers are willing to invest 56
• FIGHTING PREJUDICE 57
• THE IMPORTANCE OF SALES CONSULTANTS 58
• CONCLUSION 59

MODULE 4 - RELATIONAL SALES 61

• LEARNING FROM THE COMPETITION 62
  • Visiting stores 62
  • Conclusions about your store visits 62
• SALES APPROACHES 65
  • The product-centred approach 65
  • The client-centred approach 65
  • A  balanced approach 66
  • Balanced relational sales 67
• THE BALANCED RELATIONAL S
• ALES PROCESS 68
• CONCLUSION 68

MODULE 5 - PREPARING TO SELL 70

• PERSONAL PREPARATION 71
  • Know your products 71
  • Know your stocks 71
  • Know your company’s policies 72
  • Know your competitors 72
  • Know your computer system 73
• MATERIAL SUPPORT 73
  • Advertising and promotional materials 73
  • Registration forms 73
• PHYSICAL ENVIRONMENT 73
  • Dress code 74
  • Cleanliness 74
  • Labelling 74
  • Samples 74
• CONCLUSION 75

MODULE 6 - APPROACHING CUSTOMERS 77

• HOW TO APPROACH YOUR CUSTOMERS 78
  • Encourage customers to come into the store 78
  • Say “hello” 78
  • Approach the customer with a question or comment 78
  • Don’t ask “How are you?” 79
  • Time your approach 79
  • Watch the entrance 80
  • Make customers your priority 80
  • Serve several customers at the same time 80
  • Show customers you care 81
  • Be convincing 81
  • Be discrete 81
• CONCLUSION 82

MODULE 7 - IDENTIFYING CUSTOMER NEEDS 84

• CUSTOMER NEEDS 85
  • Product features 85
  • Product performance 85
  • Product practicality 85
  • Product price 86
  • Emotions 87
  • Conclusion 88
• ASKING QUESTIONS 88
  • Open-ended questions 88
  • Closed questions 89
  • The structured sales interview 90
  • Introductory questions 90
  • Specific questions for identifying customer needs 91
• LISTENING 93
  • Active listening 94
  • How to listen well 94
• CONCLUSION 96

MODULE 8 - PRESENTING PRODUCTS 98

• SELL BENEFITS, NOT FEATURES 99
• TRANSFORM FEATURES INTO BENEFITS 99
• LIMIT THE NUMBER OF BENEFITS 100
• AVOID INFORMATION OVERLOAD 101
• AVOID TECHNICAL JARGON 101
• LIMIT THE NUMBER OF PRODUCTS YOU PRESENT 102
• PUT THE PRODUCT IN THE CUSTOMER’S HANDS 102
• SUGGEST COMPLEMENTARY PRODUCTS 103
• SUGGEST ADDITIONAL PRODUCTS 103
• CONCLUSION 104

MODULE 9 - CLOSING THE SALE 107

• CLOSING THE SALE 108
  • When do you close a sale? 108
  • How do you close a sale? 108
• OBJECTIONS 109
  • The “3 A’s” for dealing with objections 109
  • How to answer customer objections 110
• CONCLUSION 114

MODULE 10 - BUILDING CUSTOMER LOYALTY 116

• WHY BUILD CUSTOMER LOYALTY? 117
• HOW TO BUILD CUSTOMER LOYALTY 117
• CUSTOMER MEMBERSHIPS 118
• CONCLUSION 119

CLOSING EXERCISE 121

CONCLUSION 122

ANNEXES 123
ANNEX 1 - WORKSHEET: THE KEY TO MY DREAMS 124
ANNEX 3 - CHECKLIST: PREPARING TO SELL 130
ANNEX 4 - CHECKLIST: APPROACHING CUSTOMERS 131
ANNEX 5 - WORKSHEET: TOPICS AND QUESTIONS 132
ANNEX 6 - CHECKLIST: IDENTIFYING CUSTOMER NEEDS 133
ANNEX 7 - WORKSHEET: PRODUCT PROFILE 134
ANNEX 8 - CHECKLIST: PRESENTING PRODUCTS 135
ANNEX 9 - CHECKLIST: CLOSING THE SALE 136
ANNEX 10 - CHECKLIST: BUILDING CUSTOMER LOYALTY 137
ANNEX 11 - CHECKLIST: RELATIONAL SALES 138

  

Détails du produit

Auteur : Daniel P. Baril, Ph. D.
Éditeur : Les Éditions Média-coach inc.
Nombre de pages : 140 p.
ISBN : 2-922642-09-7

Offre spéciale

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