Overview

The retail industry is very competitive. You need outstanding customer service and selling skills to ensure that your store is a success. Consumers have a wide variety of choice. If they cannot find what they are looking for in your store or don’t like the service, they will go to your competitors.

In this section we will look at the skills and techniques you need to build a rapport with customers, maintain a professional image and increase the store’s credibility. We will also discuss how to maximise sales opportunities and close sales.

In this unit you will learn how to:

• Establish rapport with customers
• Apply expert knowledge
• Provide post-sales support
• Plan sales presentations
• Implement sales presentation
• Maintain and utilise a customer database
• Deal with difficult customers.