retail selling skills ppt

“, “width”: “800” } 3 learning objectives describe the various management problems involved in retail selling, salesperson selection, and training and evaluation describe the retail selling process understand the importance of a customer service audit { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/3/learning+objectives+describe+the+various+management+problems+involved+in+retail+selling%2c+salesperson+selection%2c+and+training+and+evaluation..jpg”, “name”: “learning objectives describe the various management problems involved in retail selling, salesperson selection, and training and evaluation. “, “width”: “800” } 7 customer service should be adopted and evaluated according to the firms mission retailers can develop relationships with their customers by offering: financial benefits social benefits lo 1 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/7/customer+service+should+be+adopted+and+evaluated+according+to+the+firms+mission..jpg”, “name”: “customer service should be adopted and evaluated according to the firms mission. “, “width”: “800” } 12 common customer servicespretransaction services: provided to the customer prior to entering the store convenient hours parking information aids lo 2 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/12/common+customer+services.jpg”, “name”: “common customer services”, “description”: “pretransaction services: provided to the customer prior to entering the store. “, “width”: “800” } 14 common customer servicespersonal shopping an individual who is a professional shopper performs the shopping role for another provided by very upscale department and specialty stores offer sales transactions issues often overlooked by retailers clean rest-rooms dwell time: amount of time a consumer must spend waiting to complete a purchase lo 2 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/14/common+customer+services.jpg”, “name”: “common customer services”, “description”: “personal shopping. “, “width”: “800” } 16 six rules to follow when handling a customer’s complaintacknowledge the importance of the customer understand the customer’s problem repeat the problem (as you understand it) to the customer think of all possible solutions determine the solution that is fair to both make sure the customer leaves feeling satisfied with the solution lo 2 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/16/six+rules+to+follow+when+handling+a+customer%e2%80%99s+complaint.jpg”, “name”: “six rules to follow when handling a customer’s complaint”, “description”: “acknowledge the importance of the customer. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/18/in+the+early+morning+hours+of+november+15%2c+2001%2c+at+the+doubletree+club+houston%2c+we+were+treated+very+badly+indeed..jpg”, “name”: “in the early morning hours of november 15, 2001, at the doubletree club houston, we were treated very badly indeed. { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/21/we+discussed+with+mike+the+meaning+of+the+term+guarantee..jpg”, “name”: “we discussed with mike the meaning of the term guarantee. “, “description”: “2:15 in the morning is a heck of a time to start looking for two spare hotel rooms! “, “width”: “800” } 27 mapped against other hospitality providers, your doubletree club fared badly on november 15, 2001. growth-oriented despises & mistreats customers treats customers well heading for collapse { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/27/mapped+against+other+hospitality+providers%2c+your.jpg”, “name”: “mapped against other hospitality providers, your”, “description”: “doubletree club fared badly on november 15, growth-oriented. as we had to go stay elsewhere, we wrote jon a note and left it in care of mike the night clerk.

{ “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/31/we+are+very+unlikely+to+return+to+the+doubletree+club+houston..jpg”, “name”: “we are very unlikely to return to the doubletree club houston. “, “width”: “800” } 36 retail sales managementtypes of retail selling salesperson selection salesperson training evaluation of salespeople lo 4 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/36/retail+sales+management.jpg”, “name”: “retail sales management”, “description”: “types of retail selling. “, “width”: “800” } 40 various customer typesbasic types characteristics recommendations defensive don’t trust any salesperson resists communication generally uncooperative and will explode at slightest provocation avoid mistaking their silence for openness to your ideas stick to basics tactfully inject product’s advantages and disadvantages lo 4 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/40/various+customer+types.jpg”, “name”: “various customer types”, “description”: “basic types. “, “width”: “800” } 41 various customer typesbasic types characteristics recommendations interrupter impatient personality interrupts sales person have perpetually strained expression driven and successful people who want result fast don’t waste time move quickly and firmly from one sales point to another avoid overkill lo 4 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/41/various+customer+types.jpg”, “name”: “various customer types”, “description”: “basic types. “, “width”: “800” } 43 various customer typesbasic types characteristics recommendations indecisive worry about making wrong decision want salesperson to make decision for them avoid becoming frustrated determine need as early as possible don’t present too many alternatives start with making decisions on minor points lo 4 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/43/various+customer+types.jpg”, “name”: “various customer types”, “description”: “basic types. “, “width”: “800” } 44 various customer typesbasic types characteristics recommendations sociable friendly talkative types have excess time resist closing the deal listen for points in conversation where product merits can be interjected close the deal subtly and friendly impulsive quick to make decision impatient close as rapidly as possible avoid any useless interaction and oversell highlight products merit lo 4 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/44/various+customer+types.jpg”, “name”: “various customer types”, “description”: “basic types. “, “width”: “800” } 45 retail sales managementsales force competition major variable in attracting, retaining, and motivating retail salespeople lo 4 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/45/retail+sales+management.jpg”, “name”: “retail sales management”, “description”: “sales force competition. “, “width”: “800” } 50 exhibit 12.9 – selling process in the retail environmentlo 5 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/50/exhibit+selling+process+in+the+retail+environment.jpg”, “name”: “exhibit selling process in the retail environment”, “description”: “lo 5. “, “width”: “800” } 51 exhibit 12.9 – selling process in the retail environmentlo 5 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/51/exhibit+selling+process+in+the+retail+environment.jpg”, “name”: “exhibit selling process in the retail environment”, “description”: “lo 5. “, “width”: “800” } 58 the customer-service and sales-enhancement auditimpulse purchasing walkouts lo 6 { “@context”: “”, “@type”: “imageobject”, “contenturl”: “/slide/7544530/24/images/58/the+customer-service+and+sales-enhancement+audit.jpg”, “name”: “the customer-service and sales-enhancement audit”, “description”: “impulse purchasing. list and describe the three basic components of a free enterprise system.

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