Course Outline · 2 Days
passionate retail experts
Frontline retail sales associates, store floor consultants, boutique advisors, customer service desk staff, cashiers, showroom representatives, and retail team leads seeking to elevate customer experience and store sales.
This two-day customer service training programme is designed specifically for retail frontline sales agents to equip them with the needed customer service excellence foundation to engage better with customers, portray energy and commitment, and clearly understand how positive phrasing can help deliver a meaningful connection with customers and enhance their personal communication. Delegates will learn how to manage challenging customer interactions and build lasting relationships to deliver outstanding service that elevates store performance.
At a glance
- Duration — 2 Days
- Who it’s for — Frontline retail sales associates, store floor consultants, boutique advisors, customer service desk staff, cashiers, showroom representatives, and retail team leads seeking to elevate customer experience and store sales.
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Interactive retail role-play & situational simulations
- Game-based learning
- Best practice retail service and communication theory exploration
- Link what customers truly value to what successful retail sales agents need to be.
- Understand the commercial and psychological importance of making an unforgettable first impression.
- Demonstrate engaging, open, and professional body language that builds customer trust.
- Understand that intensity in customer interactions stems from underlying emotion.
- Develop and apply practical diffusing techniques for successfully de-escalating customers showing strong emotions.
Customer Motivation
- Discover what customers say about what matters most to them in receiving great service
- Link what customers value to what successful retail agents need to be
- Understand how customer behaviour is influenced by both logic and emotion
- Explore the logical and emotional motivators of buying from you and returning to your store
Rapport = Results
- First impressions and the critical first 30 seconds on the sales floor
- Explore the attitudes and product knowledge of successful retail agents
- Explore the core communication skills of high-performing retail professionals
- Discover how the programme develops retail agents to deliver exceptional sales through service
- Sharpening your rapport-building techniques with diverse retail shoppers
Non-Verbal Communication
- Understand the elements that make up total communication (words, tone, body language)
- Discover common truths and myths about body language on the retail floor
- Demonstrate welcoming body language that invites and engages shoppers
- Reading subtle customer cues and non-verbal buying signals
Language of Influence
- Language that engages customers and builds immediate confidence
- Language that influences buying decisions ethically and naturally
- Push vs. Pull influencing techniques on the retail floor
- Five basic communication principles for retail professionals
- Focus on Behavior, NOT personality
- Being specific and avoiding retail jargon
- Using the power of lifestyle and needs-discovery questions
- Listening actively and observing customer reactions
- Communicating assertively, warmly, and with conviction
High-Intensity Interactions
- Understand that intensity comes from emotion and unmet expectations
- Explore 'What response am I looking for?' in emotionally charged moments
- Develop two proven diffusion techniques for irate retail shoppers
- Apply and practise de-escalation scenarios through realistic store role-play
Competitive review game – An exciting review challenge (PowerPoint Game) to end your training on a high note!
Tell us your team size, dates and objectives and we’ll tailor the delivery to your business.